The modern UK travellers expect more than a smile at check-in and a paper brochure. Today’s travel world is propelled by digitization, and customers expect a seamless, personalized experience and real-time solutions. The travel customer experience (CX) has become a battlefield where the ammunitions are convenience, connection, and personalisation. Understanding the new kind of traveller has become vital as they easily switch companies when expectations are not fulfilled. This industry insights document covers the CX score, the market value, and trends in the UK travel businesses.
As per Statista report on Travel & Tourism – United Kingdom 2025, the United Kingdom’s Travel & Tourism market is anticipated to achieve a revenue of US$42.11bn. Also, the industry is expected to have a market volume of US$46.68bn by 2029.
According to the data from the UK Customer Satisfaction Index (UKCSI), “tourism” sector stood fourth among 13 industries, scoring 79.6 in January 2025.
The UK’s travel sector is restructured by specialised segments within the travel industry such as heritage tours, wellness retreats, culinary tourism.
As per the UK Customer Satisfaction Index (UKCSI) when the customers were asked if their company cares about them as a customer, 75 % said yes, 12% negated and 16% were unsure.
As per SME today article 86%of travellers in the UKprefer and appreciate personalised offers.
As per the annual VisitBritain forecast, 2025 inbound tourism forecast, spending by international visitors to the UK is expected to rise 7% year-on-year to $44.6 billion in 2025.
According to VisitBritain, domestic tourism is set to reach new heights, with an estimated 10% growth in staycations by 2025.
With the evolution of the UK travel industry, exceptional customer experience has become non-negotiable; one must have it to thrive in the competitive market. Today’s travellers are not satisfied with just reaching the destination. They desire a seamless, tailored and unforgettable expedition throughout their customer journey. Long-term loyalty can be achieved by adopting innovation, listening to the customers and staying updated.
Statista report on Travel & Tourism – United Kingdom 2025
>The UK Customer Satisfaction Index (UKCSI)
>Statista report on Travel & Tourism – United Kingdom 2025
>The UK Customer Satisfaction Index (UKCSI)
>How tour operators can stay ahead of the digital marketing curve in 2024
>2025 inbound tourism forecast
2025 Travel Trends: A Blueprint for UK Transport Providers
