TUI'sConnected Trip
Products
TripBuilder
The commerce platform for travel businesses
Dynamic Packaging
Discover the future of online bookings and simple packages
AI Copilots
AI Copilots to simplify your travel operations
TripBuilder
The commerce platform for travel businesses
Dynamic Packaging
Discover the future of online bookings and simple packages
AI Copilots
AI Copilots to simplify your travel operations
TUI'sConnected Trip
TUI Markets & Airline, a division of the globally renowned TUI Group, found itself facing the dual challenge of modernising its operations and meeting rising customer expectations for personalised and seamless travel experiences in their tours business. Operating across Northern, Central, and Western Europe, TUI approached Nezasa in 2021 with a vision to undergo a digital transformation that would revolutionise the delivery of curated leisure experiences. At the time, however, this vision was challenged by decentralized local systems and processes that were unable to meet the dynamic needs of today’s travellers.
TUI faced the critical decision of whether to build in-house software or adopt an external vendor solution. The firm belief that choosing a partner specialised in travel technology would ensure a smoother transition and faster implementation, thereby saving time and resources while also gaining access to cutting-edge technology and industry expertise, led TUI to search for a specialized travel tech company. This decision culminated in a transformative partnership with Nezasa. By leveraging TripBuilder, TUI was able to redefine its tour offerings, increase operational efficiency, and elevate the customer experience.
Partnership Background
Operating in a highly competitive and traditionally manual industry, TUI has a long-standing reputation for creating and selling individual and group multi-day tours across multiple geographies and for delivering high quality travel products and services.
However, as consumer demands evolved towards more personalised and flexible travel options, TUI found itself struggling with legacy systems that were unable to handle the complexities of modern traveller preferences.
As Kim Meskens, Tours Director at TUI explains "Multi-day tours are the most complex vertical in the tourism sector, so to realise our vision we needed an end-to-end platform that would enable sourcing and at the same time have the production engine, together with the fulfilment and the distribution, digitally built and interconnected.”
Impact on time-to-market due to operational inefficiencies: The manual nature of quoting and booking tours resulted in delays, increased operational costs, and limited scalability. For example, it could take a product employee at least one business day to make a tour bookable, which impacts conversion rate and satisfaction of their end customer.
After 2 full years working with Nezasa TripBuilder TUI Belgium has seen a significant improvement in the most relevant KPIs in Year 2:
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Enterprise Travel Brands
Kim Meskens
Tours Director at TUI
The partnership between TUI and Nezasa showcases the potential of technology to revolutionise the travel industry. The success in Belgium serves as a blueprint for expansion into other key markets such as the Netherlands, which has already been launched, as well as further roll-outs in France, Germany and the UK.
TUI Tours has not only improved operational efficiency and customer satisfaction but also strengthened its leadership position in the competitive travel landscape, particularly in the more complex and digitally immature tours vertical.
TUI’s results reinforce the need for players in this sector to act now and take the leap forward in terms of digitalisation, or risk becoming trapped in their obsolete home-grown IT infrastructure as specialised Travel-Tech SaaS solutions continue to gain traction.
