The biggest challenge facing Booking.com and other OTAs
Speaking at the Travel Tech. Summit 2019 in Sydney last week, Tracey Foxall said it was vital for Booking.com to build the connected trip in order to stay relevant.
"We don't see yet a full-connected trip on any platform," she said.
"There are some elements of a trip where it's already being done, but removing that friction and making sure everything moves seamlessly is something that all travel platforms are working towards at the moment.
"It's something that is both the hardest and most important thing we're looking at right now - where are the friction points and how can we resolve them?"
Foxall said the rise of in-stay and extra services is helping Booking.com, Expedia and other platforms achieve this by educating customers on all the things they can do while staying within one destination.
