Booking.com recently launched its new Booking Messages interface, a chat-inspired communication platform that allows guests and accommodation providers easy and direct contact with one another the moment a booking is made. The Booking Messages app came about as a result of Booking.com’s culture of “small step, rapid innovation” and an aim to alleviate customer pain-points when it comes to travel. “One of my fellow designers likes to use the term ‘travel sucks,’ which is an interesting thing for someone who works at a travel agency to say,” says Stuart Frisby, principal designer at Booking.com. “But he’s right – outside of the fact that it’s really easy to book a hotel now, travel is really difficult.” One particular hiccup in the travel experience Booking.com was keen to tackle is the difficulty of communicating particular needs or simply making contact with your accommodation prior to arrival, due to different time zones, busy reception desks, and, in particular, a language barrier. Get the full story at Director