American Express needs to simplify journey planning for its cardholders

Dive Brief:

• American Express is launching a standalone app designed to streamline the journey planning expertise for patrons to guide flights, accommodations and transportation, the company announced Monday.
• The bank card firm plans to boost the Amex Travel App, which launches Thursday, with capabilities together with personalised resort suggestions, detailed overviews of journey and entry to further details about locations whereas touring.
• American Express additionally gives Amex Passport, which lets eligible cardholders earn digital stamps representing nations or areas they’ve visited once they place transactions internationally. These stamps could be shared on social media and thru textual content.

Dive Insight:

The Amex Travel App is designed to streamline the journey planning expertise by chopping down the time it takes to seek out and guide journeys.

“We know booking can be complicated,” Wissam Magazachi, international head of buyer expertise & digital platforms at American Express Travel, instructed CX Dive in an e mail. “Last month we did a consumer survey where 81% of respondents said they wish there was an all-in-one app that paired booking capabilities with travel inspiration — so that is what we’re giving them with the Amex Travel App.”

Half of vacationers really feel overwhelmed by selections when reserving a visit, based on the survey of greater than 2,000 shoppers performed by American Express. 

A majority of respondents — 55% — stated it often takes at the least three web sites to guide journey choices, resembling flight, resort and transportation. The time vacationers spend reserving their journeys is especially excessive amongst youthful shoppers, with greater than half of millennials and Gen Z spending at the least 4 hours planning.

The up to date app goals to construct on American Express’ current experience to enhance the journey reserving expertise, based on Magazachi.

“The launch of the Amex Travel App is part of that continuous, integrated servicing model — a proof point that we are always leveling up,” Magazachi stated. “This is seen in the ways we’ve innovated our servicing over the years — from brick-and-mortar travel offices, over the phone, online, and now through the Amex Travel App, advancing both the front and back-end experiences.”

The Amex Travel App will launch for American Express cardholders on iOS beginning Sept. 18 and can roll out on Android a couple of weeks later.