For years, the conversation about traveler communication has focused on one moment: the point of booking. And that moment matters — travelers are actively making decisions and are receptive to relevant guidance.

But here's what we've come to understand: one touchpoint isn't enough.

Think about the full trip journey. Pre-trip communication — sending important information via Slack, Teams, or email about things travelers need before their trip. Destination info, safety considerations, documentation requirements, transportation options. These aren't things a traveler is thinking about at booking — but they matter enormously when the trip actually happens.

Each of those touchpoints serves a different purpose. And reaching travelers through the channels they actually use — with information that's personalized to their specific situation — is what makes the difference between a communication strategy that informs and one that actually changes behavior.

That's what's genuinely new about what we've built with Catalyst. It's not about perfecting one touchpoint anymore — it's about expanding beyond it. It's a holistic communication strategy that reaches travelers across the entire journey and through the tools they already use — Slack, Teams, email, and the booking platform.

The programs that reach travelers at one moment will see some improvement. The programs that reach them across the entire journey will see a fundamentally different outcome.