Five ways travel may never go back to pre-COVID days — get ready for a “new normal”


After three years American travelers yearn for a “new normal” for vacation and business travel reality.


new normal Many Americans and travelers worldwide may feel as if the pandemic is over. Indeed, after almost three years, everyone wanted to return to normal. But the “new normal” these days isn’t like 2019. Air travel, airport dining, frequent flier programs, hotel protocols, rental cars, restaurant service, and human assistance have changed. These industry changes will often mean business and leisure travelers must do more for themselves.

The old days of maids tidying your room daily, making last-minute reservations for rental cars, enjoying a slow coffee before a flight, getting upgrades for hotels or flights, and finding humans to speak to and help with problems, may be lost forever.

Here are some changes that might be permanent.

Reduced housekeeping at hotels.

Irritated by hotel resort fees?Most hotels seem to have returned to some scheduled housekeeping service. However, a Marriott Towneplace Suites, admittedly a budget property, that I visited recently told everyone at check-in that rooms would only be cleaned every other day. Clients regularly report that some hotels tell them at check-in housekeeping is “optional.” And while this could change, many hotels, including the Hilton chain, are making it optional. Many hotels before COVID were offering inducements — a small credit or discount to forego housekeeping service — usually under the guise of being environmentally friendly. But almost any time a hotel can reduce labor costs, they will.

Reduced restaurant and room service hours.

A few months ago, I met with an executive from our parent company at the Grand Hyatt San Francisco Airport for lunch. While neither of us needed anything fancy, the main restaurant was open only for breakfast and dinner, and the bar with a light menu wasn’t open until 4:30 p.m.

From 11 a.m. until 4:30 p.m. the only option was a grab-and-go market. The hotel DID at least say that guests could pick up a sandwich or salad and sit in the closed bar area or the lobby. It worked out fine, but not exactly a business setting with waiter/waitress service. The Hyatt did have room service, but many hotels also cancel or limit that option’s hours.

airport federal funding

Washington Dulles Airport

Fewer airport options for food and other shopping.

A relative loves Ethel M. chocolates, which I have purchased over the years at Las Vegas Airport after a conference. Having seen the store still there this time, I planned a Christmas shopping stop on my trip home. And at 9:30 in the morning, despite a sign saying they opened at 7 a.m., I found it closed. And increasingly, even when it’s not early or late, I’ve seen closed restaurants, shops, and kiosks that used to be open extended hours.

Fewer airline upgrades.

Upgrades have always been something airlines love to advertise more than deliver. Any frequent traveler with any status regularly sees “complimentary upgrades” as one airline perk. And they can happen, especially between smaller airports with fewer elite travelers. But since COVID started, I’m seeing more and more people willing to pay for premium cabins, leaving fewer and fewer spaces available for upgrades.

Fewer humans to help out, period.new normal

Frontier Airlines got rid of their customer service phone number, and other airlines are heavily pushing their apps with chat or other options. Now, technology is getting better. But face-to-face, in my mind, is still the best way to deal with a problem. And I have to wonder what it’s like to be traveling as a senior whose world isn’t on their smartphone. Or, for that matter, anyone technologically challenged.

High demand and staffing changes are here for the long run.

Now, besides staffing issues, some of these changes are because with a high demand for travel, suppliers may not feel they need to provide as much in the way of services. So it’s possible things will change again if travel softens.

Join UsOr the industry may decide that many things we took for granted — remember free checked bags and free meals in economy class — can become revenue sources. And if we’ve learned one thing about travel suppliers, it’s if they can make money off something, they will.

Fasten your seatbelts — it’s going to be a bumpy ride. At least with safety rules, we know airlines probably can’t charge for seatbelts!


READ ALSO:
The EU cellphone ban is over next year and guaranteed to aggravate most fliers
Why Travelers United’s work in DC matters for all travelers. We need your support.


Previous

Next