Upselling & Cross-Selling in the Travel Industry

The following infographic and summary is a collection of market research data from PhoCusWright, Emarketer, CTICo Data and Google.


Are Travelers Interested in Additional Service Upgrades?

Airline Travelers

  • 48% of airline travelers are sometimes, often or always interested in upgrades or additional services.
  • Only 19% are never interested.


  • 59% Sometimes or always interested in additional services.
  • Only 13% are ever interested.

Car Rentals

  • 61% are sometimes, often or always interested in upgrades with only 11% never interested.

Here we can see great potential to increase customer total spend and ROI. This is however, often overlooked by small, medium and large organizations.

CTICo has developed services around customer engagement, nurturing and reward. Using customer preferred engagement platforms including email, sms, telephone/voice, social media and rewards platforms we can help you engage effectively to best provide to your customers needs.

Using the Correct Channels and Timing to Maximize use of Ancillary Offers

Customers vary considerably and any effective marketing strategy needs to understand their customer behavior in order to make cross sales and up-sales.

Correct timing and preferred communication channels are essential. CTICo’s CRM platform enables marketers to understand customer preferences and leverage these for effective cross-sale and up-sale opportunities to the right person at the right time.

Our Loyalty Rewards Program offers can be integrated at point of sale and enables Ancillary offers to be deployed during the shopping experience with great ease.

CTICo’s Profit Support Services work with our CRM service data to find a customers preferred communication channel so we can market offers to the customer at the right place and time.

Smart Phone and Tablet Impact

40% of all travel research is expected to take place on a portable device in 2013, according to Emarketer (May 2013).

US travelers increasingly turn to mobile devices to plan and book travel, according to Google/Ipsos MediaCT

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