Airlines and Hotels Clash Over Who Owns Traveler Connectivity
Source: Skift
As travelers increasingly expect seamless connectivity throughout their journeys, responsibility for service failures has become genuinely unclear—airlines blame hotels, hotels blame platforms, and nobody owns the customer experience when something breaks. Connectivity has become table stakes for premium travel, yet the current contractual and operational siloes mean travelers face a service nobody is accountable for fixing. The operator who bundles connectivity as a unified offering across the entire trip, rather than leaving it as a patchwork of vendor relationships, will have a structural advantage.