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INDUSTRY
PERSPECTIVES REVIEW

Kicking off a series of 'Industry Perspectives' to be delivered throughout the ACTE Global conference, Marka Jenkins, Vice-Chair of Cendant, TDS and founder of Travelport, posed three penetrating questions.
  • Is the travel industry in the Dark Ages or are we in Renaissance?
  • Should the complexity in our industry be changed or embraced?
  • And, are we all at odds or are we in a position to learn from each other? Jenkins's answers the industry renaissance is beginning but we must manage through the complexity in order to embrace future opportunities. And, as industry players, we are often at odds but we are also in a position to benefit from each other...and this is healthy.
Vicki Escarra, Executive Vice President & Chief Marketing Officer, Delta Airlines, summarized the three keys to the airline industry's future success. Competition new market entrants and low cost carriers are challenging the network carriers and this is driving better performance. Costs every cost must be minimized but not to the point of negatively impacting service.

And, thirdly, customer service airlines must fly where customers want to go, when they want to go, and at an attractive price. Escarra added that every airline must find a way to distinguish itself from the competition, either in product or positioning.

Ellen Keszler, President, Travelocity, focused on the role of technology in corporate travel. While it may appear that battle lines have been drawn between online agencies and travel management companies, Keszler offered that the battle is to learn when to use technology and when not to use technology. Her criteria for applying technology it must increase efficiency, lower costs, and improve customer service. "After all," Keszler said, "travel will always be a service business."

Pam Arway, Executive Vice President, American Express, drew analogies between today's competitive environment and the Life of Pi. She stressed that the industry should focus on long-term strategies rather than short-term cost cutting decisions that could erode customer service. Arway emphasized that service still remains the most crucial element in any transaction.






































































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