Discounts and sustainability key to capture attention of travel consumers

Loyalty discounts and sustainability key to capture attention of travel consumers, new report finds

Mike Lance
Authored by Mike Lance
Posted: Monday, October 23, 2023 - 06:00

With competition between travel agencies and consumer expectations being higher than ever,  knowing how to capture the attention and loyalty of holiday-goers has never been so important.

A new report by SumUp, a leading global fintech company,  has revealed consumer expectations and trends for both online and brick-and-mortar shopping within the travel space. 

Amidst the challenges in the UK's retail environment, this report highlights emerging consumer patterns, allowing travel agencies to remain at the forefront of change.

Consumers more likely to trust brands with sustainability and social initiatives

Sustainability has been at the forefront of the travel industry for some time now, but it has become a key purchasing factor for consumers too. Working towards a fairer society and caring for the environment are two key agendas for many consumers, and it would appear that travel retailers who don’t offer sustainability and social initiatives may be left behind. 

The report also revealed that sustainability and social initiatives significantly influence consumer trust in a brand, as sustainable energy consumption and use were deemed essential by 29% of the respondents.

Loyalty is key to shopper retention.  

With more and more competition online and on the high street, customer retention is becoming an increasing consideration for travel retailers.

According to the report by SumUp, 62% of customers are more likely to return to a company that offer a loyalty program, such as seasonal offers or offers for senior citizens/students.  Experience is key in-store.

The report also revealed the top factors that would deter a customer from shopping in-store. The top 5 factors are:

  1. Poor quality of goods (57% of shoppers claim this annoys them).
  2. Poor store hygiene (54% of shoppers claim this annoys them).
  3. Poor customer service (53% of shoppers claim this annoys them).
  4. Pushy salespeople (52% of shoppers claim this annoys them).
  5. Difficult return policy (42% of shoppers claim this annoys them)

Full information at

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