1、Amadeus Insights:U.S.SpotlightFriction RemovedBy recognizing every traveler and their frustrations are different,we can better manage and find ways to overcome friction.Amadeus.Its how travel works better.2IndexForeword 3Where does frustration exist on the U.S.traveler journey?84Executive Summary 6I

2、ntroduction How can technology help the industry overcome travel friction?16The emotional impact of friction on the traveler 23Who do travelers hold responsible for travel friction?29How do business travelers face travel friction?32Conclusion 38Methodology and Disclaimer 43 How can technology help K

3、ey Takeaways Amadeus.Its how travel works better.3Today,the world is more accessible than ever before.A vast network of travel providers makes getting to even the most far-flung hotspots possible.However,despite the wonder of travel that so many of us enjoy,too often we feel friction when booking a

4、trip,during the journey,or when we arrive at our destination.The industry often talks of this friction,but for travelers it can still translate to frustration and stress.For example,we have all likely missed a connection,been delayed,received poor service or even been overwhelmed by confusing choice

5、 when making a booking.Our new United States-focused research confirms friction is real.It is felt in many ways,some within the control of the travel industry and others not.But there is no one source of frustration or friction,it depends on the context of your travel whether with family,friends or

6、for business.Understanding the source of these frustrations is important if our industry is to prosper.Concerns and fears about potential friction have a real impact on whether some travelers will embark on a journey at all.In Friction Removed we explore these travel frustrations and more.By underst