With post-COVID demand booming in the travel category, many providers were caught off guard after pandemic-era cutbacks came back to bite. Customer experience was miserable for travellers over the Northern summer and now brands need to win back trust ahead of the holiday travel season, writes John Brash, CEO and Founder at Brash.

Context 

Many airlines and airports are still trying to build up trust with consumers post COVID, but hasty decision making during the pandemic led to disruption once travel resumed. The low-budget airlines suffered the most, whereas brands such as Emirates planned carefully to ensure they wouldn’t face...