The hoteliers advances in the digitization of payments but there are still issues to be resolved

Although tourism end customers are getting used to a growing number of digital processes for reservations and payments, there are still large digital gaps between the different actors in the value-added chain. This was made clear during the round table between spokespersons from Voxel, Mastercard and PayPal on future digital payment methods and trends and developments in this context.

Chiara Quaia, Vice President of Travel Market Development, Business Partnerships at Mastercard, and Xavier Ginesta, President of Voxel, a B2B payment systems provider, called for further integration of relevant processes to handle payments, especially in the hotel. sector. Much more remains to be done, for example, in the automation of individual processes to meet current needs after the pandemic, in a situation that can be characterized by a drastic lack of personnel in the hotel sector.

Jörg Kablitz, CEO of PayPal DACH, noted that given the increased risks of travel projects, customers will demand greater flexibility from service providers. Consequently, PayPal now offers new payment models, including payment in installments. Having been persuaded to adopt digital reservations and payments, most customers will be reluctant to abandon these processes.

The large group of people over 50 years of age joined the digital community during the pandemic and now demands all the possibilities offered by the flexibility that this entails, but also secure payment systems, according to Kablitz. In the same context, he pointed out that this minimization of risks is also a competitive factor for both parties, which companies must take into account. While customers may not necessarily look for a service provider that offers the highest possible security, once they’ve been disappointed, they’re likely not to return.