Travel operators and providers are going through the ultimate stress test: they are forced to keep the lights on day-to-day in the face of a travel standstill, and also make plans to come out of the pandemic stronger.

The economic impact to the travel sector caused by the COVID-19 pandemic is staggering: the U.S. alone is projected to suffer a $519 billion decline in direct travel spending. Lack of clear guidelines around when the world can travel again continue to put enormous stress both on travel providers and the consumers they serve.

But one constant amid the chaos is this: the travel industry will never be paralyzed by fear. Throughout previous global crises, the sector has not only rebounded, but has flourished. The COVID-19 pandemic doesn’t have to be any different. However, to demonstrate this resilience yet again, it’s important for industry players to listen to and learn from consumers. Only then can they apply the right best practices for this nuanced world to future proof their businesses.

To understand what consumers from the U.S., U.K, Canada and Japan expect from their travel operators during and after this crisis, Flywire commissioned independent research and distilled the key findings in this report. Essential reading for travel industry players, this interactive experience reveals critical success factors - from flexible customer service, to streamlined payments experiences - to help providers come out of this pandemic stronger.