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The travel industry’s best amenity? Its diversity

December 17, 2019


In brief

1. Make I&D a priority


of travelers say it’s important that the company they book with is committed to I&D practices.

3 OUT OF 5

travelers say it’s important that their preferred travel provider demonstrate a commitment to I&D values similar to their own.


of travelers are willing to pay a premium of 5% to 20% to book their travels with a company that values I&D.

2. Boost I&D practices for all

3 OUT OF 5

travel executives report that it is more difficult than ever to win customer loyalty.

2 OUT OF 5

travelers will switch providers if a company does not publicly reflect inclusive practices.


of travelers will switch providers if their preferred company doesn’t offer them a welcoming environment or treat them fairly.

3. Deliver inclusive customer experiences


of travelers value feeling welcomed and being treated fairly.


care about whether a company offers a range of products and services to make those in their diverse segment feel included


of respondents are dissatisfied with the current array of travel products and services.

4. Create a quick response team

3 OUT OF 4

travelers believe that if a company is involved in a negative I&D-related matter, it should immediately take responsibility.


of travelers would stop booking with a company if a friend or family member posts about a negative I&D-related incident on social media.

Building a culture of equality

Bold leadership

Establish diversity, equal pay and advancement goals. Communicate process against these goals internally and externally by holding leaders accountable. Make these goals clear internally and externally.

Comprehensive action

Introduce HR policies to reflect I&D priorities by debiasing the talent management process. Create gender-neutral job descriptions and establish programs to hire and retain underrepresented groups.

An empowering environment

Support a workplace culture that promotes individuality, creativity and accountability. Leverage technology to accommodate everyone and establish comprehensive discrimination and harassment policies.

Sarah Dillon


Sarah partners with clients on diversity and inclusion engagements to envision, roadmap and execute large-scale transformations.

Ryan Lindsay (1985-2019)


A valued member of our team, we thank Ryan for his significant contributions to our community and that of our clients.

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