A round table discussion on new customer behaviors took place during the EDV Grand Est convention in Mauritius. The event, held at the Shandrani Beachcomber from October 5 to 9, 2026, explored how geopolitical crises, climate issues, technology, and inflation have reshaped the relationship between customers and travel operators. Attendees noted that modern travelers are more informed, demanding, and involved throughout their journey, from planning to returning home. With the Internet and artificial intelligence offering instant access to information, travel professionals now face the challenge of explaining why responses may take time, especially for custom-made trips. Sandra Fagnoni, manager of Sangio Horizons, stressed the need to explain choices while keeping customer expectations and past experiences in mind. Caroline Landriot, commercial delegate at MSC Cruises, emphasized the importance of personal experience in helping customers navigate the vast amount of online information. Fatima Faivre, regional director of Prêt-à-Partir, identified "pedagogy" as a crucial quality for travel agents, meaning the ability to teach, explain, and guide customers effectively. As prices have risen, customer expectations have also increased, particularly for medium-haul trips. Myriam Missemer, agency manager at LK Tours, noted that customers now expect everything to be perfect from start to finish, even when spending the same budget as before. This has created a gap between price increases and improvements in hotel quality. Inflation has also changed customer profiles and the types of stays they prefer, making it harder for traditional family travelers to find affordable options during peak seasons. Adjustments in the length of stays or travel destinations are now more common. Professionals have noticed an increase in family trips that include multiple generations, while seniors and regular customers with more flexible budgets continue to travel regularly. Customers are also more attentive and make frequent requests before and during their trips. Mackenzie Michel, front office manager at Shandrani Beachcomber, observed that travelers now compare information and verify details using platforms like TripAdvisor or Google, leading to more emails and phone calls. Requests for upgrades and additional services beyond what was originally purchased have become common. Sandra Fagnoni of Sangio Horizons mentioned that some customers even call travel agencies while already in their hotel rooms, making it difficult to set boundaries. Myriam Missemer noted that new customers, despite having access to vast amounts of information, often require a high level of assistance. The use of WhatsApp has made constant communication even more essential. Boris Reibenberg, president of the strategic committee of Xplorassur, reported a 40% increase in call rates over fifteen years, with many calls involving simple questions. Régis Heitzler, founder of Voyage de Rêve, uses AI to handle 80% of common inquiries through messaging, allowing customers to receive automatic responses based on their travel documents. Agencies now face the challenge of meeting customer expectations while maintaining the quality of service and the inspirational aspect of travel. This shift is influenced not only by changing customer behaviors but also by global factors such as rising prices, geopolitical uncertainties, and social tensions in France.