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MTS Globe: How Real-Time Transfer Tracking Is Transforming the Customer Experience

August 20, 2026 by Amara Nambinga

Outil de tracking de transferts MTS Globe © MTS Globe

CroisiEurope

Addressing a Universal Tourism Challenge

According to MTS Globe’s observations, nearly 90% of calls to tour operator customer service centers revolve around one question in particular: the location of the return transfer.

A simple doubt can quickly trigger a chain of communications: calling the DMC, contacting the carrier, checking with the driver… often resulting in a late response.

It is precisely to address this issue that MTS Globe developed its Transfer Tracking (real-time transfer tracking), a solution that provides visibility and peace of mind for both professionals and travelers.

A technology designed for tour operators… and their clients

The system relies on a real-time transfer tracking capability, built on a Data Tracking Technology (DTT).

On the operator side, the tool provides instant access to all essential information through a simple and efficient interface. Teams can search for a transfer in seconds, by destination, client name, hotel, or case number, and offer a precise and immediate response.

Result: optimized handling of incoming requests and a significant reduction in customer service stress.

Direct integration into the traveler experience

For travelers, transfer tracking is accessible directly via the MyHolidayApp app, or integrated into the tour operator’s app.

Concretely, the client receives, the day before departure, a detailed notification detailing:

the exact pickup time

the pickup location

the transfer route

A clear and personalized piece of information, which eliminates uncertainty and significantly enhances the perception of the service.

In short: greater customer satisfaction, better reviews, and a smoother end-to-end experience.

Info voyageur sur Myholidayapp, source MTS Globe / Géolocalisation du transfert sur Myholidayapp © MTS Globe

A measurable performance lever

Beyond the customer experience, transfer tracking also represents a strategic tool for MTS Globe’s partners.

The data collected is fully synchronized with the group’s Business Intelligence systems, enabling:

to analyze operational performance

to identify areas for improvement

to optimize processes

The results are already compelling: some partners have observed a 60% reduction in transfer-related call volume after integrating the solution.

A solution deployed at scale

Today, virtually all transfer providers across the 23 destinations operated by MTS Globe are integrated into the system.

Developed by Axis Data, the group’s internal IT company, this technology positions MTS Globe as one of the few DMCs to offer a real-time transfer tracking system at this global scale.

Contact MTS Globe

Delayed Flight and Ticket Repurchased by the Customer: Why Mediation Split the Difference [ABO]

August 8, 2026 by Amara Nambinga

Vol retardé et billet racheté par le client : pourquoi la Médiation a coupé la poire en deux - Depositphotos.com, dexteris

CroisiEurope

A traveler approached the Mediation following a significant delay on their return flight Tunis – Lyon in November 2024.

They requested reimbursement for the tickets repurchased in an emergency as well as compensation for the additional costs incurred.

The passenger had booked a stay in Tunisia as part of a package tour.

The return flight experienced a particularly long delay, estimated at more than 16 hours according to flight-tracking data.

Significant disruptions were reported at Tunis airport at the same time, linked to technical problems affecting operations.

Given the need to return to France on the scheduled date, the traveler purchased a ticket with another carrier for about €1,810.

What the texts say:

Legally, the Tourism Code provides that the organizer of a package tour is strictly liable for the proper performance of the services provided under the contract.

In case of non-performance of a service, the organizer must provide assistance to the traveler (accommodation, support during the wait, etc.).

The text also states that if the professional does not remedy the situation within a reasonable time, the traveler may address the issue themselves and request reimbursement of the necessary expenses. These costs must however remain proportional to the initial service.

In this case, purchasing a replacement airline ticket is justified by the need to return, but the amount is deemed high in light of the price of the initial package.

By contrast, the file shows that the assistance provided during the delay was insufficient.

What the Mediation Tourism and Travel recommends:

In these conditions, the Mediation determined that compensation was justified and recommended the partial reimbursement of the repurchased tickets to the amount of €905.07, i.e., about half of the sum spent.

Find all the practical cases from the Mediation Tourism and Travel by clicking HERE.

Bahia Principe: Two New Sub-Brands Focused on Customer Experiences

August 1, 2026 by Amara Nambinga

Bahia Principe propose deux nouvelles sous-marques : Bahia Principe Escape, pour les établissements réservés aux adultes, et Bahia Principe Explore, qui s’adresse aux familles et aux groupes - Photo : Bahia Principe

IFTM prenez RDV avec TourMaG

The Bahia Principe Hotels & Resorts group announces a revamp of its visual identity and brand architecture, with the introduction of two new sub-brands centered on guests’ expectations.

This evolution takes place as part of its integration into Hyatt’s portfolio, through the joint venture with the Piñero group.

As part of this transformation, Bahia Principe abandons its former categories (Grand, Luxury, Sunlight and Fantasia) in favor of two new sub-brands.

The first, Bahia Principe Escape, groups adult-only properties, with a promise focused on wellness, fine dining, and targeted entertainment experiences.

The second, Bahia Principe Explore, targets families and groups, with hotels designed to foster shared experiences. This category notably includes thematic properties, inherited from the former Fantasia line, which lean toward immersive and creative worlds.

Some properties thus change their names to fit this new logic.

A Modernized Visual Identity

Alongside this reorganization, the brand has revised its visual identity.

Its iconic sun symbol has been modernized to fit digital usage and an international audience, while preserving its historic DNA.

This evolution is accompanied by the launch of the new positioning “Fully & Freely”, which aims to encourage travelers to experience their holidays at their own pace, while immersing themselves in the culture of the destinations.

This revamp occurs within a strategic context marked by the rising prominence of the joint venture between Hyatt and the Piñero group. Bahia Principe thus becomes the ninth brand in Hyatt’s Inclusive portfolio, and the eleventh all-inclusive brand of the group.

More than 20 Bahia Principe resorts have also joined the World of Hyatt loyalty program, reinforcing the brand’s international visibility and access to a global clientele.

For Julio Pérez, CEO of Bahia Principe Hotels & Resorts, this new architecture reflects an evolution in line with the current traveler expectations: a clearer, more accessible offering and better aligned with contemporary tourism practices.

Published by Amelia Brille TourMaG.com Editor
See all articles by Amelia Brille

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Customer Reviews: A Must-Read Account of Our Modern Life [ABO]

July 1, 2026 by Amara Nambinga

Commentaires clients : un récit indispensable sur notre modernité - Depositphotos.com Auteur Whiskerz

CroisiEurope

Hotels, destinations, air travel… everything becomes fodder for reviews—favorable, moderate, or unfavorable—that shape online reputations and invite the careful attention of professionals wary of their influence.

Yet, this influence is far more nuanced and positive than it may appear. Especially since AI has joined the fray!

… By barking at fake reviews and their deleterious effects on the reputation and marketing of a product, the dark side of the floods of words poured onto our screens takes precedence over their merits.

Dés lors que nous cherchons un médecin sérieux, un aspirateur efficace, un hôtel au calme, un restaurant de qualité… on s’enflamme contre leur pouvoir sans se rendre compte que ces « mots » et l’utilisation qui en est faite ont aussi de très bons côtés.

Répandus en masse avec l’arrivée du Web2.0, ces lignes signées ou non, par des anonymes ou des inconnus falsifiant leur identité ou de vrais gens ont peu à peu réussi à bouleverser nos façons de vivre, s’informer, penser et voyager.

Pour le pire mais, je vais vous surprendre, pour le meilleur ou un « semblant » de meilleur.

Autrice d’un essai intitulé « La civilisation du commentaire », Mara Goyet, fait avec nous le tour des qualités et défauts de ceux que n’on nomme aussi des « avis », des « commentaires », des opinions et dont un site comme Tripadivsor a été le pionnier. Suivez-nous :

Une agora numérique démocratique

The first quality we can attribute to reviews is their ability to host the words of everyone, big or small, rich or poor, educated or not, etc., and to help them reach an audience. We are therefore in a democratic system and space where freedom of expression is possible. A significant asset.

Liberté de pensée : horizontalité

As much as freedom of expression, personal liberty is truly respected. Unless there are dangerous excesses, anyone can write what they want, what they think, at any moment, without fear of censorship by some superior authority.

We are indeed in a space where information and critique are not conducted vertically but horizontally. We have moved away from a conventional system where only a few (guidebook authors, journalists, VIPs) held knowledge.

It is also worth noting that it allows anyone to pursue potential ambitions as reporters and journalists. And it also helps counter frustrations.

Une entraide bénévole, un bouche- à-oreille revisité

The proliferation of reviews is also a generous way to provide advice to a growing community of travelers eager to obtain the “small” pieces of information that can alter their journey.

Des échanges et des liens se tissent ainsi sur l’immense toile qu’est le Web et permettent l’existence d’un bouche-à-oreille géant auquel tout le monde peut participer afin d’ améliorer la fiabilité de l’information.

Une intelligence collective

Another quality: the reviews on certain sites are so numerous and constantly renewed that they can inform comprehensively and, if needed, constitute a counter-power capable of destabilizing a faulty site, destination, or article.

La recherche et l’analyse du commentaire deviennent ainsi une sorte d’acte citoyen qui, selon les cas, prennent de l’ampleur et peuvent porter préjudice à leurs victimes.

Une veille sociologique permanente

Well or poorly written, exaggerated or nuanced, it is finally necessary to read the comments to gather general information about our societies.

The recurrence of criticisms levelled at a product is a way to decipher the needs and aspirations of millions of people who, without this intermediation, would not have the opportunity to express themselves and reveal “weak signals” or strong ones allowing anticipation of current and future travel trends.

Thus, it is confirmed that authenticity, safety, reliability, the kindness of hospitality, and good value for money remain the standout expectations.

Décrypter les avis clients avec l’IA : TrustYou

It is impossible to discuss the topic without also considering the weight of AI, which can in a few seconds gather millions of comments and distill them into a few lines that can be used by both a customer and the professional who has equipped themselves with these powerful analyzers.

For the example, we present TrustYou.

A German company founded in 2008, specializing in analyzing the customer experience for hospitality, it develops an artificial intelligence platform designed to transform customer reviews, data, and automated interactions into levers for improvement and revenue for tourism establishments.

With 100,000 hotels across 100 countries and clients such as Accor, Mandarin Oriental Hotel Group or Booking.com… it combines three integrated solution types:

– Customer Experience Platform (CXP) which centralizes reviews and customer surveys, analyzes sentiment with AI, and enables automated responses via Response AI.

– Customer Data Platform (CDP) : unifies customer data into “golden profiles,” manages consents, and segments audiences to boost direct reservations.

– AI Agents : 24/7 conversational assistants capable of answering requests, handling bookings, and supporting teams.

Scope and impact of TrustYou

TrustYou’s solutions are used by major hotel groups, as their “Meta-Reviews” and “TrustScores” appear on platforms such as Google and KAYAK, influencing the online reputation of thousands of hotels.

Un besoin insatiable de consommer

Journaliste, consultante, conférencière, Josette Sicsic observe depuis plus de 25 ans, les mutations du monde afin d’en analyser les conséquences sur le secteur du tourisme.

Après avoir développé pendant plus de 20 ans le journal Touriscopie, elle est toujours sur le pont de l’actualité où elle décode le présent pour prévoir le futur. Sur le site www.tourmag.com, rubrique Futuroscopie, elle publie plusieurs fois par semaine les articles prospectifs et analytiques.

Contact : 06 14 47 99 04

Mail : [email protected]

Steering Uncertainty: Could Customer Relationships Be Your Best Market Sensor?

June 17, 2026 by Amara Nambinga

Top of Travel

Chaque jour, des milliers d’interactions entre voyageurs et acteurs du tourisme révèlent des signaux précieux. Encore faut-il savoir les capter, les analyser et les transformer en décisions et avoir le temps de s’y consacrer.

L’incertitude est devenue la nouvelle norme du tourisme

Le tourisme a toujours été exposé aux crises. Mais ce qui change aujourd’hui, c’est leur fréquence et leur simultanéité.

Un événement géopolitique peut impacter une destination en quelques jours. Une vague de chaleur peut rediriger des flux entiers. Une variation du pouvoir d’achat modifie immédiatement les arbitrages.

Résultat : les comportements deviennent instables, parfois incohérents d’une semaine à l’autre.

On observe par exemple :

● des clients qui comparent beaucoup puis réservent au dernier moment

● des destinations abandonnées soudainement sans raison rationnelle

● des demandes de destinations fluctuantes en fonction du contexte politique national et mondial

● des demandes très précises suivies d’aucune conversion

Les historiques ne suffisent plus à expliquer ces mouvements.

Pour les acteurs du travel, cela complique tout :

● prévoir devient incertain

● pricings plus risqués

● distribution plus difficile à optimiser

Continuer à piloter uniquement avec de la donnée passée, c’est accepter d’avoir toujours un temps de retard et aucune garantie pour votre prochaine haute-saison.

La relation client : un observatoire en temps réel des signaux faibles

Pendant que les tableaux de bord regardent le passé, la relation client, elle, capte le présent.

Un conseiller qui enchaîne les appels le voit immédiatement :

● les questions changent

● les hésitations évoluent

● les objections se répètent

● les cas complexes apparaissent

Un exemple simple : une hausse soudaine des questions sur les conditions d’annulation n’est jamais anodine. Elle traduit souvent un doute, une inquiétude parfois même un frein massif à la conversion.

Même chose pour :

● des clients qui demandent “et si jamais…”

● des demandes très orientées budget

● ou au contraire un retour vers des offres plus premium mais sécurisées

Ces signaux arrivent avant la réservation ou avant la non-réservation.

Et ils sont précieux.

Mais il y a un deuxième niveau de lecture, encore plus intéressant.

Aujourd’hui, les voyageurs ne cherchent plus seulement une réponse rapide. Ils attendent :

● qu’on les rassure

● qu’on les guide

● qu’on leur simplifie une décision devenue complexe

Autrement dit : de l’expertise et de la personnalisation.

Et c’est précisément là que tout se joue.

Car si l’IA permet d’absorber du volume et de répondre vite, elle atteint ses limites dès qu’il faut :

● comprendre une hésitation implicite

● adapter un discours à une situation personnelle

● ou simplement sentir qu’un client n’est pas prêt à réserver

Ce type de lecture repose encore largement sur l’intuition, l’expérience et l’émotionnel.

Structurer ces échanges (canaux, motifs, analyse) reste essentiel. Mais ce qui fait la différence, ce n’est pas seulement la donnée.

C’est la manière dont elle est interprétée et utilisée.

Transformer l’incertitude en opportunité grâce à une organisation agile

Avoir des signaux, c’est une chose. Les exploiter rapidement en est une autre.

Sur le terrain, le problème est souvent le même : l’information existe mais elle circule mal.

Les équipes relation client observent des tendances.

Le marketing travaille de son côté.

Le revenue management ajuste ses prix parfois sans lien direct avec ce qui se dit côté client.

Résultat : des décisions justes mais trop tardives.

Les organisations les plus avancées fonctionnent différemment.

Elles raccourcissent les cycles :

● remontée rapide des insights

● partage transversal

● capacité à tester et ajuster rapidement

Concrètement, cela permet de :

● détecter un changement de comportement dès son apparition

● comprendre ce qui bloque

● ajuster immédiatement (offre, discours, conditions…)

La technologie, bien sûr, accélère ces processus. L’intelligence artificielle permet de structurer et analyser à grande échelle.

Mais elle ne décide pas à votre place.

Et surtout, elle ne ressent pas.

Dans un environnement incertain, la capacité à interpréter, arbitrer et prendre une décision reste profondément humaine.

C’est cet équilibre, entre puissance technologique et intelligence terrain, qui crée de la performance.

L’incertitude ne disparaîtra pas. Elle va continuer à s’intensifier.

La vraie question n’est donc plus : comment l’éviter ?

Mais plutôt : comment mieux vivre avec et organiser au mieux mes équipes ?

Les acteurs du tourisme qui s’en sortent le mieux ne sont pas ceux qui ont toutes les réponses. Ce sont ceux qui restent connectés à la réalité du terrain.

Et cette réalité, elle s’exprime tous les jours dans la relation client.

En la considérant comme un simple support, on passe à côté.

En la traitant comme un capteur stratégique, tout change.

On comprend plus vite.

On décide plus juste.

On s’adapte sans attendre.

Chez HDB Solutions, c’est exactement cette conviction qui nous guide :

la performance ne viendra pas d’une meilleure prévision, mais d’une meilleure lecture du présent.

Aujourd’hui, cette lecture s’appuie plus que jamais sur l’humain et des process métiers maîtrisés, une expertise stratégique à part entière.

Overseas Territories: Airlines Seek to Overcome Customer Inertia

June 12, 2026 by Amara Nambinga

Air Caraïbes, French bee et Air Austral ont ainsi annoncé le maintien intégral de leurs programmes de vols - Depositphotos.com @Pakhnyushchyy

Dream Yacht

Just like Air France this week, Air Caraïbes and French bee, the Dubreuil Aéro group’s airlines, have confirmed the full maintenance of their flight programs for the summer of 2026.

The two carriers state they have taken all necessary measures to secure their fuel supplies and guarantee their long-haul connections. They specifically cover services to the Caribbean, Guyana, the Indian Ocean, North America, and French Polynesia.

To allow travelers to book their holidays with confidence, the two companies are launching an exceptional “fee-free changes” campaign from June 4 to June 17, 2026.

This measure applies to all tickets purchased during this period, for journeys scheduled between July 5, 2026 and March 27, 2027.

Customers will be able to make one free modification up to the departure of the initial flight, subject to a possible fare adjustment if the new chosen flight is more expensive.

The arrangement covers all fares and travel classes offered on the long-haul networks of the two airlines.

Air Austral also expands its flexibility policy

On its part, Air Austral has also announced an exceptional commercial measure designed to offer greater flexibility to its passengers.

From June 4 through June 30, 2026 inclusive, all tickets purchased for destinations operated by the airline may be changed without penalty, regardless of the fare and booking class chosen.

This policy covers the airline’s entire network, both long-haul and medium-haul.

Notably affected are the flights between Réunion and Paris, Mayotte and Paris, as well as the connections to Bangkok, Mauritius, Madagascar or all Indian Ocean destinations served by the airline.

To read: Tour operators grappling with uncertainty, between waiting-and-seeing and relaunch plans

Through these initiatives, the airlines aim to respond to travelers’ concerns in an international context marked by numerous uncertainties.

By guaranteeing their flight schedules while offering greater flexibility on bookings, Air Caraïbes, French bee and Air Austral seek to secure travel intentions for the months to come

and provide greater visibility to their customers, whether they travel for personal, family or business reasons.

Publié par Amelia Brille Rédactrice TourMaG.com
Voir tous les articles d’Amélia Brille

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