TRAVEL AND LEISURE
New opportunities for travel and leisure
The travel and leisure sector is navigating a period of transformation. Today’s travellers are more selective and value-conscious—yet they expect deeply personalised experiences and seamless digital interactions. In a market brimming with choice, established brands face constant pressure from agile newcomers. At the same time, fluctuating demand, complex regulations, rising costs, and sustainability goals are tightening the squeeze on margins. It’s a demanding market, but there’s a huge opportunity for those who can adapt quickly and put their customers first. By delivering exceptional customer experiences and nurturing genuine loyalty, travel and leisure brands can not only weather the change—they can lead it.
BUILDING TEAMS FOR THE FUTURE
Attracting and retaining skilled employees is more critical than ever in a competitive talent market. Success depends on thoughtful onboarding and training programmes, effective reward models, and an inclusive culture where everyone feels they belong.
CREATING EXCEPTIONAL EXPERIENCES
Customer expectations are rising fast. They want more transparency, flexibility, seamless digital journeys and a visible commitment to sustainability. Meeting these demands means creating branded experiences that are not only seamless—but meaningful.
Optimising the operating model
For travel and leisure businesses to thrive, they need to be both efficient and agile. That starts with a modern operating model—lean, focused, and powered by the right technology.
Equally important are the frontline teams, delivering the experience customers remember. These teams must be proficient, well-trained, and deeply engaged, supported by tools, training, and leadership to bring the brand to life.
By combining streamlined central operations with empowered, customer-facing teams, travel and leisure brands can strike the right balance—scaling efficiently while staying responsive and delivering standout service where it matters most.
Our expertise
We’ve worked on ambitious transformation programmes with leading travel and leisure organisations. See our client stories here.
Reimagining the Employee Experience with Virgin Group
How do you connect tens of thousands of employees from around the globe to build a shared sense of purpose? This was the challenge we joined forces with Virgin Group on, collaborating together over 18 months to develop and deploy the solution: Virgin Family.
We recently caught up with their Brand and Creative Director, Fiona Ross to discuss the project, Gate One’s role in delivering it, how an agile and collaborative approach suited the various Virgin companies across the group and the value that Virgin have derived from it since.
Designing an agile operating model to improve revenue
Setting a leading airline up to lead on the market on how to develop and sell propositions.
Shifting the dials on customer data, supercharged with AI
Aligning an airline’s strategy to the business and customers most pressing use cases and needs to drive lasting value from customer data.
