Dive Brief:
- American Express is launching a standalone app designed to streamline the travel planning experience for customers to book flights, hotels and transportation, the company announced Monday.
- The credit card company plans to enhance the Amex Travel App, which launches Thursday, with capabilities including personalized hotel recommendations, detailed overviews of travel and access to additional information about destinations while traveling.
- American Express also offers Amex Passport, which lets eligible cardholders earn digital stamps representing countries or regions they’ve visited when they place transactions internationally. These stamps can be shared on social media and through text.
Dive Insight:
The Amex Travel App is designed to streamline the travel planning experience by cutting down the time it takes to find and book trips.
“We know booking can be complicated,” Wissam Magazachi, global head of customer experience & digital platforms at American Express Travel, told CX Dive in an email. “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 travelers feel overwhelmed by choices when booking a trip, according to the survey of more than 2,000 consumers conducted by American Express.
A majority of respondents — 55% — said it usually takes at least three websites to book travel options, such as flight, hotel and transportation. The time travelers spend booking their trips is particularly high among younger consumers, with more than half of millennials and Gen Z spending at least four hours planning.
The updated app aims to build on American Express’ existing expertise to improve the travel booking experience, according to 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 said. “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 starting Sept. 18 and will roll out on Android a few weeks later.
