Skift

Episode Notes Skift Research projected in 2014 that so-called silent travelers — consumers who resorted to their mobile devices first to find solutions to problems — would significantly alter the travel industry. Has that been the case? Associate Editor Rashaad Jorden reports that mobile-first consumers have indeed changed travel in many ways. Jorden lists some of the shifts travel brands have made to meet the desires of the growing market. Frontier Airlines decided in November 2022 to eliminate its call center and instead provide customers online, mobile and text support via a chatbot. A company spokesperson said most customers prefer communicating via digital channels. Skift had argued nearly a decade ago that silent travelers would increasingly turn to mobile tech rather than the traditional in-person customer service staff that travel companies traditionally relied on.   Hotels have also been impacted by the rise of silent travelers. Paris-based hotel group Accor started enabling guests to check in up to