In this episode, Feefo’s Nicola Renshaw is joined by Steven Freudmann from the Institute of Travel & Tourism (ITT) and Stig Williams from Avis Budget Group to discuss the travel trends they're seeing emerging right now and what they think the future of travel could look like.
Feefo takes the guesswork out of growing your business and building the best customer experience. We give you the tools and insight to build relationships, improve your brand reputation and make informed decisions for the future.
Discover more at feefo.com
In this episode, Feefo’s Nicola Renshaw is joined by Steven Freudmann from the Institute of Travel & Tourism (ITT) and Stig Williams from Avis Budget Group to discuss the travel trends they're seeing emerging right now and what they think the future of travel could look like.
Feefo takes the guesswork out of growing your business and building the best customer experience. We give you the tools and insight to build relationships, improve your brand reputation and make informed decisions for the future.
Discover more at feefo.com
21 Hi, everyone, and welcome to our travel spotlight series. We are delighted today to be joined by some real industry experts. And they need no real introduction as an organisation. But the first industry expert that we have is ITT, and Stephen Friedman, the chairman of ITT, we're delighted to have Stephen onboard with us today. And we're also joined by Stig Williams, head of international travel, and partnerships at Avis budget group. So welcome, guys really pleased to have you on board with us. 57 Thank you, my pleasure to be here.
Unknown Speaker 1:00 Good to be with you. Thank 01 you. Brilliant. So as we get set for the 17th of May, and as long a way to date in everyone's diaries as to whether we'll be able to travel or not. This sort of short term feeding frenzy For Bookings look set to start again. But we have feefo are really have been talking to our customers and working with them around how it's critical. And it has been over the COVID period to tap into customer insights, to really start to gain a true understanding of your customers and what is important to them. Because coming out of this, as we all know, it's all about restoring confidence and trust in travel for the long haul, really. So with that said, I hope we can jump straight in with a few questions that I'd love to ask you. So, Steven, welcome, again to the podcast. Thanks for joining us. Thank you, obviously COVID has had a huge impact on the travel and obviously the car industry as well. But what changes have you seen in the way people travel in relation, you know, to the last year?
Unknown Speaker 2:09 Well, it's interesting that the beginning of the year, beginning of last year, we clearly as an industry hit a lot of problems. And as much as people wanted to change, people wanted to amend people wanted to cancel their bookings. And the industry, I have to say didn't react terribly well. There were problems that many customers had in getting money back and so on. And what really in the long term has come out of that. Next is that people clearly showing now that they prefer to deal with human beings, there is real evidence from our members that the old fashioned travel agent is in fact seeing a resurgence in popularity as indeed is the traditional package holiday. So that people who find that things are not going as they planned or find that the rules have changed actually have someone to whom they can pick the phone up and, and talk through the options. And that really has been the most significant change that we've seen that they they want to deal with human beings.
Unknown Speaker 3:29 Okay, thank you, Steven for that. And Stig, say the car industry what's what's been going on there, you know, what have you seen over the last year? 39 Yeah, Nicola, and we have seen quite a lot of changes, but also before COVID-19, we saw sort of some significant changes in the mobility behaviour anyway, and COVID-19 how also then added to that change So, and this period is marked by progression into a new era of mobility, focusing no longer on the possession of a vehicle, but the use and accessibility and flexibility. And of course, in this challenging time, it's important to react quickly and agile and stay agile, but the most continuous adopt our mobility service offerings to respond promptly to the market and travel changes, while complying with national and global guidance. So that's also a challenge in itself, because of all the changes and the pandemic has also caused a shift in customer and consumer behaviour. And in the times of East travel restrictions, we have also witnessed an increase in the trends towards domestic tourism and staycations. And if you look at sort of the trends we have at Avis budget group is absolutely it's it's absolutely in line with the governmental restrictions as well. So we have seen for example, business travel agents that are much better than less to travel agents due to local essential travel. We have also seen that downtown has performed better than airport locations. Especially in the countries with more domestic travel like France is doing better. And also, like partnerships, we are having partnerships with train companies are doing better than purchases with airlines. And we have also seen longer rental periods and also shorter lead time for making reservation. So this would absolutely quickly changed when travel restrictions are changing again.
Unknown Speaker 5:23 Yes, and it's really interesting, isn't it? How the market has reacted? You talk there about the sort of two things that flexibility Stig and I think it's flexibility that people really want to have, don't they? They want the reassurance, if they're going to book some travel, but they want the flexibility and the trust with who they're booking with to go back to your point, Stephen, that they're, they're working with a brand that can they can really trust that will support their changing needs. And with that said, you know, have you seen, you know, holiday makers or travellers, you know, or consumers in the travel space, their concerns and priorities have switched?
Unknown Speaker 6:06 Absolutely, we have seen a shift and above all customers and are looking for safe and flexible and on demand transport solutions. And quite early and during the covid 19 pandemic we introduced also have a safety pledge, which is our commitment to keeping our customers and staff safe. We launched also a partnership at hip hop, public health, and also Columbia University to ensure that they also talked to the right steps, then we maintain our customers and staff safety. And in addition, we also understand that plans can change and this year has been very difficult to commit to any travel plans for our consumers. And therefore so we have changed and waived all modification and cancellation fees on direct bookings in Europe for up to 24 hours in advance, and also providing a full refund in onto the payment card as well to ensure that customers can book and drive with confidence. And regarding to give them more on demand transport solution we know the customers want more control over their booking from beginning to an end, we also know that people want to consume and access products or services at a click of a button. With the mobility industry as part of this cultural shift and better our AV staff we offer functionalities like a book and modify and counsellor rental to save time by bypassing the counter and choosing your exact make and model and unlock and lock the car from from your phone. And in addition, I want to mention as well that we also see in that drivers to become more environmentally friendly, I love where and there is a growing interest in green cars like plug in hybrid vehicles as well. And responding to this change. Davis spotted group is working hard to increase the number of environmental cars available to our customers, which forms part of our ongoing commitment to provide customers with more choice.
Unknown Speaker 8:04 Yeah, it's fascinating what actually this time over COVID has done, you know, some may argue that you as a company, were planning on doing those things anyway, stick and some of the accelerations that we've seen in the travel space have been facilitated and sped up I guess due to COVID. You know, offering a full refund as you as you say or or a cancellation policy that's much more flexible. You know, do you think that this last year has sort of changed the level of service and customer focus that the travel industry was always planning to do but maybe has had a kick up the bottom to get forward if you lie? 45 Yes, yes, absolutely. We haven't seen a demand also for more contact less experienced as well and more customers are downloading our AV SAP and more customers sign up to our loyalty programme as well as preferred to get off the benefits but also to get that comp contactless experience, but also for the infrequent travellers and talk about sort of innovation because I think also when you're getting a pandemic is also inspire you to come up with innovation and find solutions and, and for the frequent travellers Avis budget group is making access to rental faster and safer through digitalization. As part of this ongoing commitment. We also recently launched our digital check in an online service that allows the customer to spend less time at the counter, and it developed to meet constantly changing customer's requirements. This tool speeds up also the vehicle checkout process as well, providing them with the options of pre entering the details and selecting any additional products and services they may require prior to collecting the vehicle from the rental station, as well as allowing for more contact less rental experience. Yes, absolutely.
Unknown Speaker 9:58 Yes. And you know, you We're talking there about technology really facilitating that, you know, with the use of the app and, you know, caught the keys being able to unlock the car and the contactless sort of, you know, not having to go to a counter as much. But then on the other side, Steven, as we spoke about at the beginning, it's about that human connection as well, isn't it? It's about working with a brand that you trust, and you have confidence in.
Unknown Speaker 10:25 Yes, absolutely. And being able to talk to and get advice. And I think it is all to do with service. Because, you know, advice is, is critical, particularly when the rules are changing. Well, certainly of last year was anything to go by almost on a daily basis. And one of the priorities of ITT at the moment is talking and liaising with government and its global travel task force to make sure that the rules don't change as quickly as they, as they did last year, in other words, that if there's going to be a change of the rules, that we have plenty of notice that we can warn our customers and provide that consumers that customer service for them.
Unknown Speaker 11:05 Yes, because it's the uncertainty, right, that people don't like, it's the Shall we shan't we book a holiday? You know, should we wait, will we have to quarantine? You know, these are things that, you know, we've never had to think about before halfway? No. 21 It was it was, you know, particularly worrying last year, when the rules were changing almost on a daily basis, so that you would look for a particular country or country destination, and in fact, often find yourself in that destination, then suddenly, the rules would change and, and you'd have to quarantine on your return. So that wasn't really acceptable, or indeed satisfactory for anyone, particularly our customers. So we are talking to government and trying to instil in them the idea that short term fixes are, are not in anyone's interest. And we need a formula, we need rules that give us some confidence and give us some peace of mind that things are not going to change overnight. And as you say, quarantining testing, all these rules are concerning for our customers.
Unknown Speaker 12:16 And I think it's, you know, With all of that said, and all these rules, and all this sort of slight uncertainty, people are desperate, aren't they to travel? You know, 25 we've seen more, in fact, talking to members, there is more pent up demand out there than we've ever seen the searches actually taking place at the moment, on members. Search engines are breaking all records, there is a massive pent up demand out there. And this wonderful cold weather that we're experiencing here in the UK, is actually helping people again, really, really, really desperate for a holiday and some sunshine. 57 Yes. And I think, you know, me included, I think we all feel that, don't we? And I think it's this legacy of last year, how is that going to change things for brands, I mean, Stig, you've spoken about this, this focus on doing everything you can for the customer to meet their requirements to be as flexible as you can be. Um, Steven, are you any of your members? Are you seeing anything that they're sort of doing around customer service or managing experience expectations that you get?
Unknown Speaker 13:29 I think, you know, referring back again, to these last minute changes that the government has been and hopefully won't continue, but these changes are disconcerting, and the biggest way in which our members have actually reacted is is to recognise that they have to introduce complete flexibility, they have to understand that there is uncertainty out there. And in fairness, most of the major tour operators, most of the major brands have actually decided that the terms and conditions that they used to impose used to ask people to sign have for that's the case for the last 4050 years have now gone out of the window. And there is much much much more flexibility in terms of the the terms and conditions. In other words, people can amend at the last minute people can change their mind at the last minute people can get refunds. So that flexibility is the biggest probable single thing that we've seen changing in the relationship and the way in which our members are dealing with their customers.
Unknown Speaker 14:47 And do you think therefore, Stephen, that that will stay around, you know, as we do, hopefully get back to some sense of Apple becomes, you know, part of our everyday life. 59 It's a good thing. Unix and and I sincerely hope it does, it allows for a lot more trust, it allows, in fact people to have more confidence and if they know they can change if they know they can get a refund with without going through jumping through hoops, then I think it will improve relationships and in fact, will will drive more business our way people will be more confident in booking their holiday. So I'm not sure whether that flexibility in terms of conditions will continue. But certainly we're advising our members and encouraging our members to actually continue with those in the long term.
Unknown Speaker 15:37 Yes, and stick, you know, with that said, Have you still seen that your customers, you know, if they responded well, to get the flexibility that the things that you've introduced in terms of, you know, cancellation policies and things like that? Have you seen that cuts, consumers have responded well to that and is still, you know, trusting and working with Avis?
Unknown Speaker 16:00 Absolutely, absolutely. I've been listening to our customers and therefore, so add the innovation, and we're coming up with new products and new services as a result of it and, and like Steven mentioned, as well about a non cancellation fee and giving sort of the customers the flexibility and, and of course, our customers at the heart of everything we do. And we are committed to also ensuring a fully integrated mobility and transport service. And in addition, as well, I wanted to mention this that we also have also changed some of our products or just to give our customers a seamless and stress free experience as possible as well by launching our Avis inclusive package. This is one click all inclusive, comprehensive cover product that aims to remove uncertainty from the booking process, which then includes super coalition Weber's super theft protection and by having windscreen cover, and it's discounted off by 25%. And also roadside assistance plus is included for free as standard. And this also helps the customer as peace of mind should something unexpected happen as well. And you're talking about customer service. And of course we have a great customer service team. But I think also sometimes if it can supply that fifth additional way to give consumers more information as well. And it's also very helpful. And we did introduce also Ava's help tool, their customers can ask questions if this is relating to COVID, or about how to cancel my booking. And we have just now reached 250,000 interactions on this new Avis help tool. And I would also like to mention that we also use this tool also to provide more information to other loved travel agents. And we have also introduced more details about GDS, health functions, etc into this Save as helpful as well.
Unknown Speaker 17:56 I mean that that really sounds fantastic. Because I think it's, you know, it's making sure that the customer has peace of mind. You want to give them every incentive that you can to book with you and make it as easy as possible, don't you? And I think it's, it's great to hear that. And I think, and I hope that others will sort of follow suit if they're not already, because I think the ones you know who come out of COVID, the travel operators or the, you know, the car high rental companies, they're the ones the ones that have listened to their customers and truly actually paid attention to them during COVID and met their needs, even though they may not be doing as much travelling as they normally would be our I think the ones that will garner that customer loyalty in the long run. You know, we were talking to elegant resorts the other day, and they were saying that they have actually got closer to their customers over COVID even though there's been no travel, because they've really taking the time to understand what's important to them. They've done things like hosted virtual cheese and wine evenings while giving virtual tours of particular resorts and things like that. And it's actually just because you're not travelling or just because we the industry isn't as busy doing the actual holiday baking, if you like or doing the actual car hire booking. It's about the importance of engaging with them. And I think, you know, we need to keep that going really as we come out of lockdown. Do you guys agree?
Unknown Speaker 19:26 Yeah, I couldn't agree more. I think the biggest losers have been those inflexible airlines that have made it very difficult for customers to get their money back and to amend their flights. They will suffer and I think their reputations have been damaged. So yeah, there's no question at all that the winners will be the those companies like Avis that have actually been offering fantastic customer service. And we'll continue to do so and recognise that that relationship between the customer and their product and their brand is in fact absolutely You are instrumental in that success.
Unknown Speaker 20:02 And it's interesting, isn't it? Because, you know, the travel industry has obviously basis so much of it on price. And you know, we're always looking for a good deal. I'm remember back in the day searching through teletext with my parents channel for looking for those package holidays and things. But as you say, it's more now than price, isn't it? and Stephen, it's about the everything, we spoke about the confidence to travel again. And it's those absolutely, absolutely nice, that 29 quiet and having that flexibility, it's no good choosing the cheapest if they're going to charge you 100 pounds ahead to change. You know, it does, as you say, boil down sometimes to price. But that reservation that people will have now about the the cheapest product will, I'm sure. Raise question marks about well, if I do book, the cheapest product, am I going to be able to change? What happens if I'm, you know, I am caught out in a quarantine situation? What happens if the traffic light system changes and so on? So I think Yeah, the the actual price will become slightly less important in the in the overall scheme of things.
Unknown Speaker 21:14 I think you're right, definitely in the in the long term? I think it will, because people put value on other things nowadays, don't they? Yeah. That's an opinion that sort of larger, more established tourist brands or, you know, travel brands will benefit from this, from a consumer desire for trusted and everything that we've talked about these consistent customer experiences? Do you think, you know, have you got any evidence that you know, customer loyalty for someone like yourself, Stig is improving is going up? Are you winning kind of new customers for more sort of, I guess, cheaper competitors? You know, what is it that you guys are doing anything different, that is ensuring that customers will remain with you and not be tempted to go elsewhere?
Unknown Speaker 22:02 Of course, we want to increase our loyal customers. And with all the changes we have made, we are ready, I'm prepared to welcome all customers or for business analysts show in line with sort of official guidance, it's when domestic travel is resumed. And eventually, for international travel. We also know that the summer season is just around the corner. And it's essential that we reassure customers through demand incentives and promotion, that renting a car is some convenient and safe way to travel. And obviously further down the line, we can maybe get some more insights into market share numbers, etc, if things aren't changing, but yeah, let's, let's see, yeah, I'm trouble is coming back. Let's but I do believe that we are making the right changes. And we are providing excellent customer service. And now, I do believe that our customers are really, really taken out on board and see that they are making those changes and appreciate those changes.
Unknown Speaker 23:01 And I think that's really interesting point you that you make that the customers are actually taking notice of this, you know, in a sort of, I guess, fairly stereotypical market pre COVID, there might have been some things that you did, and actually customers didn't really take notice, because it was more about well, this is how I've always booked a car, or this is how I've always taken the holidays. So this is what I'm going to do again, whereas actually, I think I feel and from understanding and talking to our customers that their customers are much more open now to kind of new things and new ways of travelling and different. They're more receptive, I guess, two marketing efforts that these brands are making. And I think those that are doing that are really, you know, making some good noise with their customers. Like you were saying, I've heard this term. I think we talked about this before that this sort of idea of this revenge tourism, ie where there'll be a surge in bookings, sort of, you know, this pent up frustration, and people are just going to go a bit mad and but big trips and life stage holidays, when travel does fully return. Are you you know, are you seeing signs of that? I mean, I know.
Unknown Speaker 24:10 I mentioned earlier that we are seeing record breaking searches at the moment for holidays. Next, it's which, you know, doesn't necessarily translate into actual bookings. But it's a very, very good indicator that there's a massive pent up demand out there. But interestingly, a report recently by the Centre for Economics and Business Research to cebr suggested that and in fact, a second one by the Bank of England suggested that despite the fact that there are a lot of people clearly that had suffered financially during the, during this pandemic, that in fact, there is something in the regional revenue depends which report you read between 150 and 180 billion pounds worth of savings, disposable income that is now available out there. In other words, people haven't been spending on On restaurants haven't been spending on previously on holidays or disposable because they couldn't go out because basically they've they're actually been saving their money. And and in fact, the CBO report suggests that households plan to spend in the survey that they did that households plan to spend more than a quarter of that money on holidays. Wow. So it was wonderful news for us in the travel industry that, that, in fact, this large sum of money was likely to be diverted in our ways, our way. So. So yes, there is a I think, strong evidence to show that holidays of a lifetime will in fact, be on the agenda for many people, because they are sitting on more money than they've added any time in their lives. At least those people are fortunate enough to, to be able to save.
Unknown Speaker 25:53 Yes, exactly. And they're not spending it on doing their house or doing their garden because that's where we're going
Unknown Speaker 26:00 to restaurants, they've you know, I mean, I don't know how much the average person spent going out to restaurants and eating out over a 12 month period, but that money has been accumulating has made, you know, and if we can get 25% of that spent in our industry, then wonderful, 16 wonderful. Yes. And Stig, you touched on this earlier about sustainability and sort of this environmental, I guess, maybe awakening. I mean, it's obviously been going on for years. But, you know, talking to one of our customers earlier this week, they were talking about how they feel that COVID has really shone a light on the challenges that we face with, you know, sustainability and being environmental as we travel. You know, we all saw pictures in the beginning of lockdown, you know, have a less polluted London and, you know, seas looking cleaner, you know, and all those kind of things. Do you think trap travellers and, you know, the travel industry is going to put a huge amount of focus on sustainability and an eco friendly activity as you as a brand mentioned,
Unknown Speaker 27:10 I think, you know, the focus have been there, also pre COVID, as well. And I think we will also see that this is going to continue, it's absolutely on everyone's agenda. And obviously, as I said early on, for the spotted group, it's very important for us to provide environmental friendly vehicles to our consumers. But in the end of today, we are also following the demands from the consumers. So if the demand is there, we will have also the fleet summit electrical cars and plug in hybrid cart car cars as well. But it's also depending on the infrastructure, the governments are, are putting into place into different countries as well. So step by step. 54 Yes. And I think, you know, Steven, you must talk to lots of people whose focus, you know, as a brand is very much on being sustainable, and how, you know, initiatives that they're launching, to meet the demand there.
Unknown Speaker 28:10 Yes, it's interesting. I mean, I was a little cynical in the sense. Before the pandemic, that actually I, I felt that people were paying lip service to sustainability, they were saying that they were very concerned about climate change, and so on. But actually, when it came, push came to shove, they actually voted with their, with their wallets and book the most cost effective trip for them. that I think has changed and is is changing at a faster pace than we've seen before. Because people have had time to consider the planet and their effect on the planet. And I think we will see it. And we can see it, we can see it in the in the electric car market. That's electric car sales as and, as Steve mentioned, with car rental are increasing, literally, in, in huge amounts. And I think, therefore sustainability is going to become or rather move higher and higher up the agenda over the next few years.
Unknown Speaker 29:20 And I you know, I think we all agree that's a good thing. And it's it's how, you know, it'd be interesting to see how brands really react to that. In terms of, you know, not just doing it, but actually, you know, following up on these initiatives and having sustainable initiatives that really resonate with customers rather than just being a sort of tick box exercise as you 46 Yes, it's true indeed, in years gone by we've recommended that companies actually show by the side of a hotel or an airline or whatever port it is they Sell the the show the sustainability or the level of greenness, if that's the word of their of their product and how how much work is being done by that particular hotel or whatever, to actually address the issue of sustainability, I have to say wasn't terribly popular because people feel that there are other suppliers very often felt that they were providing too much information and that it might be counterproductive. But I think that's a move again, that we will see I think we will see, as perhaps we are seeing on foodstuffs, the labelling of sustainability becoming more and more commonplace.
Unknown Speaker 30:41 Yeah, I think you're right. I think it needs to be clear, it doesn't it needs to be more relatable to the consumer, rather than just being something buried on the bottom of their website. 49 Yes, exactly. Otherwise, otherwise, price dictates everything. And, frankly, they book without even knowing whether a hotel is, is is, you know, behaving responsibly or not?
Unknown Speaker 31:03 Absolutely. And I think it's we come to the end of this podcast. I mean, we've we've talked about so many different things here. Mainly around trust and confidence and flexibility. And Gosh, we're all desperate to see the travel industry really bounced back. You know, what predictions? Do you guys see as we move out of the pandemic? And how do you think, I guess, firstly, to use even this last year will have affected travel for the future? 33 I think there are a number of headings that I would flag up. One is, we've talked about it already customer service, I think is paramount and the ability of the customer to actually I think at times, make human contact and talk to somebody and get some advice. I think that will continue in this technological age to become more and more important. We've also talked about flexibility. I think most suppliers have realised that in these difficult times, they have to be totally, totally flexible. And I think that will continue hopefully into the future. Their Terms and Conditions need to remain flexible. Sustainability we've touched on and I think the other the other final thing is that is that people will become more aware of the health regimes in those destinations that they're they're actually going to visit. I think in the past, you wouldn't have bothered looking at the vaccination record of a particular company or country, or indeed their maybe their hospital provisions or their health provision. I think people will take more notice now of well, if I do get it over there. What are my What are my chances? How am I going to survive? And indeed, how easy will it be for me to get insurance to cover those those eventualities? So I think those are the sort of the main areas that people will be focusing on in future.
Unknown Speaker 33:03 Yeah, absolutely. And staked in terms of sort of general car hiring and, you know, what do you think? How do you think it will be in the future. 13 So much similar to what Stephen was saying, as well, it's absolutely about that our consumers are feeling safe, and that they're continuing absolutely, with what we are doing, and regarding the ad safety pledge, but also the flexibility to give them sort of the opportunity to cancel or change the reservation and also continue offering a great customer service and great products. But of me also looking at travel. But that's maybe more on a personal note, what I can see. And what I think sort of the future will be like is that we all are now working from home, I think lots of companies also opening up that their staff can continue to work from home and having much more flexibility. And it's going to be very interesting to see when people then are starting to travel, like they're going to start to travel for longer. And and sort of do sort of some work when they own the holiday destination as well. So they can enjoy the sunshine and the beach. And, and and you know, that's going to be a very interesting things to see. And, and also I'm also overseeing our relationship with the tmcs. And, and we know for some time that bleisure have been sort of values, but is that going to be used even more so that business travellers are choosing to stay young? And is that then going to replace sort of going overseas on a on a short stay? And it's got me be short stay going to be staycations? I am I don't know.
Unknown Speaker 34:36 Is that very interesting? Yeah, very interesting to see how the travel patterns as he suggests change for people. And I guess in summary of everything we've talked about, you know, the travel sector have always been really strong adopters of e commerce in as far as we've seen, you know, FIFA, very, very strong in the travel sector. And lots of our Customers work within that sector. And I think what you said as well, Steven, this explosion of this pressure for people to look for holidays, you know, when you think about the eyeballs on websites for brands are really up at the moment. For us. You know, we've talked a lot about understanding your customer, but it really is about that, not just all the data that you've have on when people are travelling or why they're travelling. It's the sentiment, you know, it's that feeling, it's that emotive connection that the brands we feel who do well, are the ones that really take the time to understand that sentiment of their customer, not just the transactional kind of data that there is. And I think moving forward, if we can put all that together. the travel industry, you know, should should bounce back really strongly. And let's hope we can be travelling with you soon.
Unknown Speaker 35:53 Absolutely, indeed. We've got a conference coming off in in September in Istanbul and the theme for the conferences will never take travel for granted again. And I
Unknown Speaker 36:04 think that is a brilliant way to end this podcast, guys. Because I don't think any of us will at any of our listeners will either. So it remains for me to to say a huge thank you for you both really appreciated your insights today. We've covered lots and lots of topics. And yeah, that's it really a huge thank you to both and I look forward to talking to you again soon. 49 So as this podcast comes to a close, and we feel really hopeful about safe return to the world of travelling again, it just remains for me to say a huge thank you to both Steven Chairman ITT and Stig Williams at the Avis budget group for their time today. And really valuable insights into trends that they've been saying, and the ideas around how to give travellers more peace of mind by guests when it comes to making bookings. And those longer wait plants. But it's now more than ever the time to put the customer first and foremost. Thank you for listening to the first episode in our travel series. If you've missed any of our other podcasts, please do find us on Spotify, Apple podcasts or Google podcasts. And for more insights on how we can help your brands then please go to fifa.com and make sure you follow us on Twitter, LinkedIn and Facebook to keep in touch with all that we have going
Unknown Speaker 37:43 on.
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