This report is an invaluable tool-box of findings and insights that provides travel industry marketers and managers actionable practical and strategic information to both market and manage travel services on the Internet more effectively.
This report outlines original and proprietary research undertaken by us, which was conducted in order to better understand how travelers are adopting and adapting use of the Internet in making travel decisions and purchase. The research looks in-depth at Internet travel customer service aspects, with an indepth evaluation of the importance and performance of 23 individual features or aspects relating to customer satisfaction: Good deals / best rates; Special offers; Package holidays; Last minute offers; Best price guarantee; Ability to build your own itinerary (e.g. for multiple destination trips); Travel insurance offers; Detailed information in general; Detailed clear pricing; Traveler Opinions (e.g. ratings and comments); Current flight status; Detailed airport information; Ideas for travel destinations; Maps for locations of interest; Information about events, tours, activities; Website ease of use; Ease of booking; Quick email support; Toll free 24/7 telephone support; Periodic email alerts with relevant deals of interest; Site is a well known travel supplier; Trust supplier with my data / Privacy policy; and Assurance of secure online transaction. The quantitative research phase conducted in September 2006 presented these items to respondents in order to obtain systematic and quantifiable feedback. The survey obtained completions from 770 US adults randomly chosen from our consumer panel of US adults with Internet access. It was conducted in September 2006. Where necessary, survey data were weighted to match the age and gender breakdown of the US population with Internet access.
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