Key currency in Travel is ‘Service’: Insights from James Hogan

James Hogan, the chairman of Knighthood Global Limited, emphasized the importance of service as the key currency in the travel industry during his keynote speech at the TDM Global Summit Singapore 2025, held at the InterContinental Singapore.

In his remarks, Hogan pointed out that the travel sector currently operates within a volatile geopolitical landscape, marked by intense competition and rising costs, along with significant capacity and manpower constraints. He called for ongoing investment in the industry, noting that air travel has transitioned into a commoditized service. The rapid changes brought about by technology and artificial intelligence present both challenges and opportunities.

Hogan stated, “The customers need and want to fly. Safety and consistency remain critical, with a demand for knowledgeable and discerning service along their journey.”

He further stated, “Building an exceptional service brand offers the best experience for every customer, placing them at the heart of our operations. Service excellence initiates from a commitment to excellence, balanced with a customer-centric mindset. Values like empathy, kindness, respect, and generosity are crucial for authentic connections in service. Every passenger is a valued guest, not just a ticket number.”

Moreover, he insisted on the importance of understanding customers: “A differentiated and exceptional customer experience depends on meaningful innovation. In our digitally connected world, active dialogue with customers enables continuous engagement.”

Hogan concluded with the note that “service excellence is a journey rather than a destination. The relentless pursuit of excellence never ends. Customers and their feedback are vital for innovation. We must learn from complaints and celebrate our successes, creating a culture that embraces improvement.”

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Note: The content of this article is derived from Hogan’s speech and reflects his insights into the industry.