In a world forever changed by the pandemic, the travel and hospitality industry has undergone a rapid transformation. At the heart of this evolution is the acceleration of contactless technologies—solutions that not only address urgent health and safety concerns but also unlock new levels of convenience, operational efficiency, and guest satisfaction. From mobile check-in and digital room keys to touchless payments and robotics, these innovations are redefining every step of the guest journey across hotels, airlines, and attractions.
Travelers today expect more than just a clean room or a smooth flight—they demand experiences that minimize risk and maximize ease. According to Publicis Sapient’s Digital Life Index, 78% of travelers now cite the ability to use contactless technology as a top-three factor when choosing a hotel, and 36% specifically value contactless check-in and check-out via mobile apps or websites. For airlines, 30% of travelers prioritize check-in and baggage kiosks, while advanced cleaning enabled by technology is a top-three factor for 52% of respondents.
This shift is not just about avoiding physical contact; it’s about eliminating friction points throughout the journey. Mobile keys let guests bypass front desk queues, touchless bag check-in speeds up airport processes, and digital payments reduce the need for cash or card handling. The result? A safer, more reassuring environment that builds trust and loyalty.
Contactless technologies do more than protect—they empower. Every digital interaction generates valuable data, providing brands with deeper insights into guest preferences and behaviors. This data can be harnessed to personalize recommendations, streamline operations, and create new revenue streams. For example, a hotel app can suggest local excursions tailored to a family’s interests, or an airline can offer targeted upgrades and ancillary services based on past travel patterns.
Operationally, automation and robotics are driving significant efficiencies. Smart hotels, such as those leveraging facial recognition for check-in and robots for guest guidance, are able to operate with dramatically reduced staff while maintaining high service standards. In one case, a smart hotel chain achieved operating costs 40% lower than traditional properties by integrating mobile, robotics, smart kiosks, and contactless payments.
Transitioning to a contactless guest journey doesn’t require a complete overhaul. Brands can take practical, scalable steps to implement or retrofit contactless technologies:
The future of travel is not just contactless—it’s connected. By integrating contactless technologies into a broader digital platform, brands can offer guests a seamless journey that extends beyond their own properties. Imagine a digital hub where travelers can access all trip information, book vetted local experiences, and receive personalized recommendations—all while brands collect rich data to further enhance the experience.
This platform approach enables:
It’s important to recognize that preferences for contactless experiences vary by demographic. Younger travelers (ages 25–54) show a higher preference for contactless options compared to older guests. Brands should offer flexible options, ensuring that all guests—regardless of age or tech-savviness—feel comfortable and supported.
As a leader in digital business transformation, Publicis Sapient brings deep expertise in designing and implementing contactless solutions that drive both immediate safety and long-term value. Our approach combines strategy, technology, and data to help brands:
Contactless technologies are no longer a nice-to-have—they are the foundation of the modern guest experience. By embracing these innovations, travel and hospitality brands can not only meet today’s safety expectations but also build the agile, data-driven operations needed to thrive in a dynamic future.
Let Publicis Sapient help you chart the path to a safer, smarter, and more satisfying guest journey. Connect with our experts to get started.