New Webinar: Turning Travel Disruptions Into Guest Loyalty

This sponsored content was created in collaboration with a Skift partner. Travel is sold in pieces. Guests experience it as one trip. When a flight delay knocks out the connection, the first hotel night, and the plans after it, guests expect someone to help put it back together. That’s travel’s accountability gap. Disruption has become the real test of loyalty, and a chance for hotels to build it beyond points. Matt Miller of Marriott International and Lindsay Tuhey of Allianz Partners join Skift to break down how hotels can support guests across the whole trip and keep ownership of the relationship. How hotels can close travel’s accountability gap, even when the disruption starts elsewhere Where to focus 2027 loyalty investment as flexible cancellation, points, and status lose their pull What guests need when a trip goes wrong, from medical help abroad to coverage for everyone in the room Whether travel protection belongs in the hotel booking path Which guest moments are too high-stakes to automate How to structure a protection partnership so the guest relationship stays with your brand