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Uncertainty has been the one constant during the pandemic. It isn’t enough for travel and hospitality companies to know a customer’s demographic details; they have to know the customer much more completely.
Heading into the holiday season, travelers are booking later than ever and acting in ways that hotels, airlines, car rental companies and cruise lines didn’t anticipate. Business travel is still a weak reflection of what it was in 2019, and casual travelers aren’t always seeking the cheapest option.