In a recent webinar hosted by Fiserv, Peter O'Halloran engaged in a conversation with James Robson, Director of FP&A, Projects, and Transformation at Travelopia. They shared insights on the resilience of the travel industry during challenging periods, highlighting the evolution of Travelopia and the strategic partnerships that have been pivotal in navigating these times.
James underscored the importance of their unique payment environment, stating, “We do a lot of our selling in both brands over the phone. The MOTO (Mail Order Telephone Order) environment handles many of our transactions.” This approach exemplifies the high-touch interaction between clients and their team, which is central to the Travelopia experience. Different segments of their customer base exhibit varied payment habits: “Our clientele is older, but there is a higher usage of debit cards on certain trips such as Exodus, alongside a significant percentage of credit card transactions. The demographic for Exodus tends to be younger than our other brands.”
The conversation also covered the distinct payment landscape in various markets. James explained that Travelopia has to adapt based on the trip on how they handle payments. For example, one of their trips has a higher percentage of US customers: “We didn’t take many cards at all. This led us to explore surcharging across the group since card acquiring is costly in the US.” This adaptability reflects how Travelopia continually optimises its strategy.
James elaborated on Travelopia's global acquisition strategy, noting, “Ultimately, you acquire everything globally within regulatory requirements, and where regulations restrict this, we use partners via Fiserv. Fiserv is our singular global acquirer.” This highlights Fiserv's essential role in facilitating Travelopia's operations across multiple markets.
Peter O'Halloran remarked on Travelopia's global operations, stating, “Your business, Travelopia, is headquartered in the UK but operates globally. The solutions Fiserv provides allow you to acquire new companies or expand your existing businesses worldwide.” This framework underscores how Fiserv's solutions enable Travelopia’s growth and expansion.
In discussing their partnership with Fiserv, James noted, “The full stack is Fiserv,” emphasising how integral Fiserv has become to Travelopia’s global operations. The advantage of having a single acquirer was highlighted: “For a large, diverse global business, you have various systems and platforms which need integration. Having one reliable partner yields better results. We fared far better than most in our market, and I believe this is due to our strong relationship with Fiserv.” This seamless integration enhances Travelopia's operational effectiveness.
Cybersecurity is another area of focus for Travelopia, with James stating, “We’re very focused on information security risk. We operate as a high-end, high-quality, high-touch business and don’t want to compromise customer data. This is taken extremely seriously internally.” He acknowledged that Fiserv plays a crucial role here, adding, “Digital payments and partners like Fiserv ensure we can transact in a secure manner. We leverage all available technologies to protect our customers.”
Looking to the future, James acknowledged the need for improvements in payment processes to enhance customer experiences and streamline operations. He highlighted that, “Ultimately, where we win is when we’re trying to help the customer and deliver more than what can be found through a search on the internet." This commitment to customer service exemplifies Travelopia's philosophy, which is closely aligned with Fiserv’s focus on placing customers at the heart of their business.
In summary, through strong relationships, adaptability, and a commitment to customer focus, Travelopia is on a path towards recovery and growth in the evolving travel landscape. For insights into this journey and the current state of the travel industry, we invite you to watch the full webinar here.
