What is the difference between a glum looking doorman silently opening the door and a smiling doorman who warmly welcomes everyone with a ‘welcome to our hotel ‘or a ‘have a nice day’ greeting, whilst opening the door? One might read more...
In working with travelers who have emotional health problems, I've connected with a number of people who I can only describe as high-maintenance. This personality type feels their needs are more important than others, can't be easily pleased, expect perfection read more...
OTAs now capture 55% of the global travel market, dominating online bookings (encompassing hotels, airlines, and packaged tours), compared with direct suppliers, worldwide.
Booking.com, a subsidiary of Booking Holdings, is a leading global online travel agency headquartered in Amsterdam. While precise, exclusive data read more...
Japan Airlines will introduce the robots for trial run at a Tokyo airport amid country’s surge in inbound tourism and worsening labour shortages.
Japan’s famously conscientious but overburdened baggage handlers will soon be joined by extra staff at Tokyo’s Haneda airport read more...
In hospitality, guest experience is the currency that keeps your doors open. An awful experience, such as a poor welcome, bad food, inattentive service, even slow Wi-Fi can cause reputational damage. But above all, there’s a silent killer lurking in read more...
Here’s what operation leaders can do about it
Although there are surely plenty of amazing hotel operations leaders and sales superstars to whom this article does not apply, based on my personal experiences when providing hotel sales process assessments, my sense read more...
When the airline JetBlue had a series of customer breakdowns, the company CEO drew up a passengers’ bill of rights, a written communication if one may call it to smooth things up. The bill of rights he circulated to the read more...
Sri Lanka welcomed 135,643 tourists in April 2026, marking a 22.32% year-on-year (YoY) decline, when compared to the 174,608 visitors who arrived to Sri Lanka in April 2025. It was even less than the 148,867 tourists who visited the island read more...
Airlines use slower boarding methods because they help sell perks like priority boarding and seat upgrades.
Saving time or making a few extra bucks? Southwest Airlines wasn't the first to do assigned seating, but it’s certainly the latest to remind passengers that the aviation industry prioritizes money read more...
War has a way of exposing vulnerabilities that arise from interconnection – Peter Goodman
The sight of Dubai’s Fairmont ‘The Palm’ hotel ablaze following an Iranian missile strike, during the fourth day of the war in the Middle East, was a stark reminder read more...
“Noma is not a story of innovation. It is a story of a maniac who bred a culture of fear, abuse, and exploitation.” - Jason Ignacio White
A celebrity chef at a Michelin-starred restaurant dubbed the world’s best has quit after read more...
March has been a punishing month for the travel industry - one set in motion on February 28, when the Iran war triggered disruptions not seen at this scale since the pandemic. Sri Lanka, like several other countries is feeling read more...
