How the coronavirus gave QR codes a major role in travel and hospitality
No other industry has been hit harder by the effects of COVID-19 than travel and hospitality.
While we all hoped for a rapid recovery, eight months into the pandemic, there is still no imminent end in sight. Airline passenger numbers are still down, largely due to both quarantine restrictions, reduced flights and traveller concerns over health and safety.
Major cruise lines continue to suspend most, if not all sailings. Although the hotel business is showing early signs of recovery in some geographies such as China and some segments of the dining sector have taken creative measures to continue to welcome guests, recovery has a long way to go.
QR codes help to streamline necessary steps in the traveller journey such as checking in, checking bags, going through security, ordering, and paying, just to name a few.
Many of these self-service capabilities eliminate communication breakdown and human error and provide an element of transactional consistency that customers expect. And as the use of QR codes for many common interaction points or transactions become ubiquitous, the human associate is free to engage with the customer on differentiation opportunities.
The airport agent can assist a lost or concerned traveller. The restaurant server may wish to describe a personal experience with a particular dish or understand more thoroughly what allergies the diners may have. The hotel host will be better able to use their time focusing on proactively responding to a guest’s needs such as restaurant or activity recommendations.
Regardless of what part of the travel journey a particular brand focuses upon, QR codes can help them focus on providing the unique and tailored experiences that the guest expects.