Travel operators lack mobile-first booking options

Survey reveals complexity is the biggest barrier to adoption

Fewer than a third of travel operators integrate mobile booking apps and mobile-first-based tools into their booking and payment tech stacks, a new survey has shown.

The data released by TravelTech Show shines a light on the priorities and concerns for travel operators and buyers around booking and payment solutions. 

According to industry respondents, the biggest barriers to mobile integration include Complexity (37%); Security concerns (15%) and high transaction fees (13%), but they could be missing out on vital business with global statistics suggesting that 98% of Millennials and Generation Z own a smart phone and, according to Hilton, more than 80% use them to book trips online with two thirds of Millennials using apps to do so. 

TravelTech Show, which takes place from 25-26 June 2025 at Excel London, polled travel company representatives to understand current attitudes and strategies for bookings and payment solutions. 

According to them, the most popular tools integrated into booking and payment platforms are mobile booking apps / mobile-first innovations (31%); Multiple payment gateway options (24%) and virtual credit cards (17%). 

The survey also highlighted growing concerns around security and fraud with one in 10 (10%) saying they were planning to invest in security and fraud technology over the next 12 months, up from just four per cent in 2024. 

Following recent cyberattacks across key retailers including Marks & Spencer, Co-op and Harrods, security is also expected to remain a core focus in the months ahead. 

Likewise, there is still a degree of caution around cryptocurrency adoption amongst travel operators. As many as 83% have not introduced cryptocurrency payments, nor are they planning to in the next 12 months.  

Commenting on the results, Stripe Global Industry Lead - Hospitality, Travel & Leisure James Lemon said: “Mobile app usage is experiencing phenomenal growth and is expected to be worth $212BN by 2035. 

“As payment ecosystems diversify further in the future, there is a real opportunity for travel operators to integrate even better-fit solutions for their booking, ecommerce and payment needs. 

“The insights from this year’s survey highlight that there is still work to be done to support the adoption and integration of mobile booking and mobile-first innovations. As the digital-first next generations mature, mobile-first is increasingly becoming the norm for travel operators to drive bookings and revenue, and a focused onboarding process is fundamental to ensuring any solutions and partners integrate well.”   

TravelTech Show event director Nimet Sayeed added: “The booking and payment technology landscape continues to evolve and expand at pace. Travel operators need to have a solid understanding of internal operational needs and a broad external understanding of customer preferences, the customer journey and the current tools available to best map that journey, if they are to offer the right and, critically, secure, browsing, booking and payment experience for their business and their customers.  

“This year’s TravelTech Show offers a wide range of opportunities for buyers to see first-hand the latest strategies and innovations in reservation systems as well as financial management. 

“This is alongside a host of exhibitors who will be attending to showcase the latest developments in e-commerce and payment systems, mobile and app solutions and online booking tools.”