The Challenge: The pandemic severely impacted the travel and hospitality industry, and Airbnb was no exception. It had to adapt and innovate after seeing a 72% drop in income from the year in 2020. When the pandemic struck, consumer behaviour underwent a radical change. Travel bans and health anxieties caused a sharp increase in cancelled reservations. The Strategy: 1.EVALUATE: “We did multiple surveys to understand what travellers want.” Amanpreet Bajaj, Director at Airbnb C
