Travel and tourism research · United Kingdom, Spain, France, Italy

What the published data says about
customer contact in travel

We have brought together what is published about demand, seasonality, customer contact and AI adoption in four European travel markets. Every figure comes from a named source, listed at the back of each report. Where no published figure exists, we say so and show our own calculation instead.

Choose your market below.

United Kingdom

The only market with a deadline still ahead of it

Of 176,685 hospitality businesses, 99.6 per cent are small or medium-sized. The workforce is contracting rather than recovering. And the PSTN switch-off on 31 January 2027 is confirmed as final, with around 1.9 million lines still to migrate.

España

El cobre se acabó. La estacionalidad no

España hizo que el cobre estuviera apagado en mayo de 2025, por lo que el plazo de migración que aún condiciona a otros mercados ya ha vencido aquí. Lo que queda es un mercado de 16.778 hoteles, más de la mitad de ellos independientes, y un parón estacional para el que la mayoría de los establecimientos solo se preparan una vez al año.

Thought Leadership

The Contact Layer in UK Travel and Hospitality

Market structure, the workforce, and the 2027 switch-off deadline.

Adoption Without Depth: United Kingdom

AI and digital maturity in UK travel operations.

The season in one chart

Busiest month against quietest, in one chart.

What is an unanswered enquiry worth?

What an unanswered enquiry costs. Put your own numbers in.

Why travel AI pilots work, and then do not scale

Why AI pilots work and then do not scale. Podcast.

Liderazgo intelectual

La capa de contacto: España

Estacionalidad tras el apagado del cobre.

Adopción sin profundidad: España

Más avanzada de lo que indica su tamaño.

La temporada en un gráfico

Máximo y mínimo. Datos del INE.

Cuánto vale una consulta sin atender

Use sus propias cifras.

Por qué los pilotos de IA no escalan

Podcast

France

Un parc qui rétrécit alors que la demande augmente

La France a perdu 319 hôtels au cours de l'année 2025, et ce sont les petits établissements ruraux et saisonniers qui ont été les plus durement touchés. Environ 81 % des 16 291 hôtels restants sont indépendants. Les nuitées estivales ont augmenté de 3,7 %, tandis que le réseau de cuivre est progressivement démantelé, commune par commune, jusqu'en 2030 environ.

Italia

Il più grande parco alberghiero d'Europa, ma di piccoli hotel

L'Italia conta 32.943 alberghi, con una capacità ricettiva superiore a quella di qualsiasi altro paese europeo, e ogni struttura dispone in media di 69,3 posti letto. La crescita registrata nel primo trimestre del 2026 è derivata da fonti esterne al settore alberghiero, con un aumento del 12,3% dei pernottamenti dei turisti stranieri a fronte del 2,2% registrato per i visitatori nazionali.

Leadership éclairé

La couche de contact : France

Un parc en recul, une demande qui augmente.

Adoption sans profondeur : France

Quatre hôtels sur cinq sont indépendants.

La saison en un graphique

Pic et creux. Chiffres INSEE.

Combien vaut une demande sans réponse

Entrez vos propres chiffres.

Pourquoi les pilotes d'IA échouent

Podcast

Leadership di pensiero

Il livello di contatto: Italia

Il parco più grande d'Europa, fatto di hotel piccoli.

Adozione senza profondità: Italia

L'IA nelle strutture multi-sede.

La stagione in un grafico

Picco e minimo. Dati ISTAT.

Quanto vale una richiesta senza risposta

Inserite i vostri dati.

Perché i pilot di IA non scalano

Podcast

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