We often think of travel as a collection of major events: flights, hotel stays, tours, meetings. But between those moments is where the real story unfolds. That awkward hour after a red-eye flight. The half-day wait before hotel check-in. The unpredictable transfer between terminals. These “in-between” spaces aren’t managed by airlines or hotels — yet they shape how guests remember the experience.
So who really owns the guest journey?
The Missing Chapter in Hospitality
For decades, hospitality ha
