Buying airline tickets, booking hotels, and purchasing insurance are shifting into fintech ecosystems. The main motivation for users is the ability to redeem accumulated bonuses and quickly arrange installment plans for expensive trips.
Blockers and barriers to service development:
- The user interface is often overloaded compared to familiar aggregators (Skyscanner, Booking).
- Lack of comprehensive travel support services — in the event of a flight cancellation, the bank redirects the client to the airline.
- A shortage of complex routes and dynamic packaging (flight + hotel + transfer in one click).
How to overcome the barriers (Recommendations):
- Creating smart tour builders that allow users to assemble a complex route and pay for it in a single transaction (including insurance and luggage).
- Organizing 24/7 dedicated support in the superapp chat to handle communication with airlines during force majeure events.
Summary: To defeat specialized travel platforms, fintech must build flawless customer service that accompanies the user not only at the moment of payment but throughout the entire journey.
These are insights from a study on user behavior in Kazakhstani financial ecosystems by Rocket Tech.
