Amadeus Journey of Me Insights

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Amadeus Journey of Me InsightsWhat Asia Pacific travellers want

Sample size: 1,200Amadeus Asia Pacific

(India report)

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1. Methodology

2. Introducing the Journey of Me

3. The 4 themes

4. Demographic overview: Who we surveyed

5. What Indian travellers want

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1. Know Me

2. Inspire Me

3. Connect Me

4. Talk to Me

5. Delight Me

6. Care for Me

CONTENT

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• Australia (500 respondents),

• China (1,200),

• Hong Kong (300),

• India (1,200),

• Indonesia (500),

• Japan (420),

• Korea (400),

• Malaysia (400),

• New Zealand (250),

• Philippines (400),

• Singapore (300),

• Taiwan (300),

• Thailand (400)

• Vietnam (300).3

METHODOLOGY

The research, Journey of Me Insights: What Asia Pacific travellers want, was conducted in May 2017 in collaboration with YouGov. A total of 6,870 respondents from 14 markets in Asia Pacific that have travelled by plane in the last 12 months were sampled. The 14 markets include:

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Amadeus believes that no two travellers are the same, and even more so, no two journeys will be the same. At the core of travelling is the creation of experiences that are innately ours.

There are an infinite number of elements that make up the travellers’ DNA. Varying factors may influence my travel experience but what defines the “Journey of Me” are my behaviours, feelings, attitudes, and coping mechanisms.

As travellers today become more savvy and better informed, travel and its elements of surprise, magic and wonder have become increasingly challenging to achieve.

Technology brings promise. Now, we have the opportunity to bring the magic back into travel. But only if we first understand what the traveller wants.

In today’s world of travel, every engagement point matters. Expectations have surpassed personalisation. Beyond relevance, travel providers must be timely and intuitive to shape each individual experience.

In this journey of ME, cultivating relationships and embracing travellers’ individuality should be the priority.

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INTRODUCING THE JOURNEY OF ME

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There are many Asias within Asia

The most startling observation from the study is that there is no consistent profile for the Asia Pacific traveller.

Stark contrasts in behaviours, needs and preferences were observed across all

geographic and demographic lines. Indian respondents displayed a number

of differentiating characteristics, in particular a much higher usage of

sharing economy apps with 73% of Indian travellers using ridesharing apps

compared to just 37% of APAC travellers in general.

1The right content, through the right

channel, at the right time

In the world of travel, every engagement point matters. Beyond personalisation,

connecting with travellers in a timely and intuitive manner is equally important.

The good news is that the vast majority of travellers would be interested in

receiving travel recommendations from the moment they consider a trip all the way up to while they are on the trip. It’s

worth noting however, that Indian travellers are less interested in receiving

recommendations post-trip.

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In the course of this research, “Journey of Me Insights: What Asia Pacific travellers want” uncovered four themes that travel providers need to focus on:

THE FOUR THEMES

The personalisation-privacy paradox

64% of Asia Pacific travellers would be willing to trade personal data for more

relevant offers and personalised experiences. Indian travellers are more

open with 71% reportedly open to sharing personal information. In the face

of rising privacy concerns, some boundaries must be maintained and at all times travel providers must respect and protect personal data and the need for

privacy. And above and beyond adhering to legislation, travel players must be able

to articulate ‘what’s the value?’ to get travellers to share their data.

2Get real: Recommendations they

can trust

Rather than the glossy pictures of travel brochures or the carefully curated

Instagram feeds of celebrities, APAC travellers seek what’s genuine, and turn to their fellow travellers for inspiration. The research found that online booking

sites have the largest influence on Indian travellers’ trip planning. This was similar

to Asia Pacific as a whole.

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KNOW ME and what I want, before I even want it

INSPIRE ME about the endless possibilities around travel and

technology

CONNECT ME so I can stay in touch with what’s

important to me

TALK TO ME throughout the entire journey, but on my terms

DELIGHT ME and bring the magic back into

travel, every step of the way

CARE FOR ME and keep me safe and secure

SO WHAT DO INDIAN TRAVELLERS WANT?

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_ Personalisation or privacy? 64% of APAC travellers are open to sharing personal information with travel service providers for more relevant offers and personalised services, but Indians are more open with 71% willing to share data.

_ Big screens vs small screens: Across APAC, laptops and desktops are still the most used device for trip research and booking. Surprisingly, most Indian respondents research their trips (80%) and make bookings (80%) on laptops or desktop computers.

_ Recommendations that matter: Travellers in APAC are most interested in tips that help them save money (37%). However, recommendations that help them ensure their safety are more favoured amongst Indian travellers (33%), compared to only 27% of APAC travellers who chose the same.

_ Who knows better: Online booking websites (50%), social networks (48%) and travel review sites (47%) are the top 3 channels that have sent travellers relevant recommendations. Indian travellers receive the most relevant travel recommendations through online channels (60%), more than other APAC travellers (50%). They also find travel review sites to be relevant (54% vs 47% APAC average).

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_ Opportunities to inspire: 39% of Indian respondents do most of their travel planning during weekends, which is higher than the regional average (32%), followed by others options like during holidays (24%), after work on weekdays (17%) and while at work (13%). Only 7% of respondents plan their travel while commuting from one place to another.

_ The influencers: People they know or people who are like themselves have the biggest influence on APAC travellers. Online booking or travel sites like Expedia or Skyscanner are the most influential (ranking score 1.2 out of 3), as are friends, family and colleagues (1.2 out of 3). The top source of influence for Indian travellers are online sites such as Expedia, Skyscanner.

_ New technology: An augmented reality mobile app that delivers digital overlays containing interactive information about the culture or history of a tourist site (score 1.4 out of 3) interests APAC travellers the most compared to other new technologies listed. However, travellers in India showed greater interest in having a 360 degree interactive video that allows them to experience something you would see on your trip (scoring 1.2 out of 3).

KNOW ME INSPIRE ME

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_ Reasons to stay connected: Indian travellers have quite different reasons for staying connected while travelling compared to other APAC travellers. 52% want to keep up to date with what is happening in the world (compared to 43% across APAC), 46% want to stay updated with work/business (vs. 32% APAC wide), 43% want to use apps to meet new people using travel and social apps (compared to only 28% across APAC), and 47% want to be able to use convenience apps (versus 34% in APAC).

_ How to get connected: In APAC, Wi-Fi (71%) is the top choice for staying connected when travelling abroad, likewise in India (67%). Indian travellers also have a higher preference than others for roaming packages while travelling abroad. 44% (vs. 33%) opt for roam as you go services, and 50% (vs. 36%) purchase roaming packages in their home country before travelling.

_ Apps that add value: MakeMyTrip (32%) is the most popular mobile app used by Indians while travelling, followed by WhatsApp and Google Maps. 22% of Indian respondents do not use mobile apps for travelling.

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_ A good time to ‘talk’: Indian travellers are very open to receiving recommendations throughout most of the travel journey. That said, interest levels fall from a high of 96% when first considering taking a trip, to 94% when making a booking, and then to 69% after the trip has finished.

_ “You can reach me via…”: Most Indian respondents prefer to receive updates or recommendations about their trips through email (34%), in line with the feedback across APAC. This is followed by messaging services (e.g. WhatsApp, LINE, WeChat, KakaoTalk) (23%) and apps by travel companies (e.g airline apps, hotel apps) (21%).

CONNECT ME TALK TO ME

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_ Speak my language: Finding service staff who speak a language they can understand is important to 71% of travellers from India. In contrast, only 47% of APAC travellers would rank the same as important.

_ New world, new options: Ease of use and cost-saving are big reasons for Indians to use sharing economy services and apps when they travel.

_ Great expectations: Only 6% of Indian travellers say that a travel provider has never exceeded their expectations. Compared to APAC travellers in general, Indians tend to be more satisfied with travel agents and tour operators.

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_ Travel stoppers: Indian travellers are less likely to alter their travel plans as a result of recent political or social uprising (39%) and recent terror attacks (57%) compared to other APAC travellers. Business travellers are less impacted by natural disasters or events than leisure travellers. This is to be expected as perhaps business needs over ride their decision.

_ Safety updates: Interestingly, Indian travellers look to their service providers to provide them with updates on safety or security while they’re travelling e.g. Booking sites (55% vs 49%), hotel (50% vs. 41%), tour operator (47% vs 38%) more than other APAC travellers.

DELIGHT ME CARE FOR ME

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Demographic overviewWho we surveyed

Gender Travel frequency(number of trips made in the past 12 months)

Age Primary reason for travel

DEMOGRAPHIC OVERVIEWA snapshot of Indian travellers surveyed

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Male69%

Female31%

18 to 2412%

25 to 3434%

35 to 4423%

45 to 5415%

55 +16%

1-2 trips in the last 12 months

45%3-7 trips in the last 12 months

45%

8-12 trips in the last 12 months

8%

13 trips or more in the last 12 months

2%

Business47%

Leisure47%

Other6%

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Know Meand what I want, before I even want it

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Q1. When it comes to researching your trip and making a booking, which device(s) do you use most? Select all that apply.

Surprisingly, most respondents research their trips (80%) and make bookings (80%) on laptops or desktop computers. Having said that, research and bookings on mobiles and tablets is higher than the regional average.

KNOW ME

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76%

54%

21%

8%

80%

63%

24%

7%

Laptop/desktop computer

Mobile phone

Tablet

I get someone else to do it for me (e.g. atravel agency)

Research your trip

74%

46%

16%

12%

80%

55%

20%

9%

Laptop/desktop computer

Mobile phone

Tablet

I get someone else to do it for me (e.g. atravel agency)

Book your trip

APAC India

Q2. When do you usually book your accommodation for a trip?Interestingly, almost half of Indian travellers (48%) book their accommodation in advance of their flight or transportation, compared to an APAC average of 35%. Only 15% wait until after they have booked their flight but before departure, compared to 27% regionally.

KNOW ME

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When do travellers book accommodation

35%

36%

27%

2%

48%

34%

15%

3%

In advance of booking the flight/transport

At the same time when I'm booking theflight/transport

After booking the flight/transport, but beforedeparture

After landing or reaching the destination

APAC India

Q3. When you travel for leisure, what types of travel recommendations do you find most useful? Please select the top two.

Indian travellers find the following recommendations most useful; ensure my safety (33%) travel more comfortable (31%), expose me to new experiences (28%). Only 19% of respondents consider recommendations that help plan an itinerary useful, which is lower than the regional average of 27%.

KNOW ME

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Most useful recommendations for leisure travel

37%

29%

17%

28%

27%

27%

24%

0%

32%

31%

21%

25%

33%

19%

28%

0%

Recommendations that help me save money

Recommendations that make my travel morecomfortable

Recommendations that help me save time

Recommendations that help me identify the bestsightseeing options

Recommendations that ensure my safety

Recommendations that help me plan my itinerary

Recommendations that expose me to new experiences

Other, please specify

APAC India

(continued) Q3. When you travel for leisure, what types of travel recommendations do you find most useful? Please select the top two.

Understandably, baby boomers are more interested in recommendations that make travel more comfortable (37%) compared to other generations (Gen x – 31% and millennials – 28%). Also, they are the generation most interested in receiving recommendations that help them identify the best sightseeing options (33% vs gen X –24% and millennials – 23%.) In terms of gender, the standout area is related to safety for female travellers. 38% find recommendations that ensure their safety important (vs. 31% in men).

KNOW ME

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Most useful recommendations for leisure travel30%

28%

23%

23%

34%

18%

32%

0%

35%

31%

22%

24%

33%

21%

28%

0%

32%

37%

15%

33%

31%

21%

23%

1%









18-35 (Millennials)

36-51 (Generation X)

52-70 (Baby boomers)

33%

33%

22%

25%

31%

19%

27%

0%

31%

28%

18%

25%

38%

20%

30%

0%









Male

Female

Q4. When you travel for leisure, which of these platforms have sent you relevant travel recommendations (e.g. about destinations, hotels, things to do, activities, places to eat)? Select all that apply

Indian travellers receive the most relevant travel recommendations through online channels (60%), more than other APAC travellers (50%). They also find travel review sites to be relevant (54% vs 47% APAC average). This would reflect the situation in India where the travel market is highly dominated by large, successful OTAs and there is high penetration of using OTAs.

KNOW ME

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Platforms that have sent travellers relevant travel recommendations

29%

34%

32%

50%

15%

18%

48%

47%

34%

4%

34%

43%

37%

60%

20%

27%

51%

54%

39%

2%

Airline website or app (e.g. Singaporeair.com, Koreanair.com,Emirates.com)

Hotel website or app

Travel agency

Online booking websites (e.g. Expedia, Goibibo, Skyscanner, kayak)

Hotel concierge

Airline in-flight magazine

Social network e.g. Friends/family

Travel review site (e.g. TripAdvisor)

Travel blogs/forums

None of the above

APAC India

Q5. In general, how open are you to sharing personal information with travel service providers such as booking websites, airlines, hotels etc., in return for more relevant offers or personalised services?71% of the respondents are open to sharing personal information with travel service providers, which is higher than the regional average (64%).

KNOW ME

Openness to sharing personal information with travel providers

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8%

28%

49%

15%

7%

23%

45%

26%

Not at all open

Somewhat notopen

Somewhat open

Very open

APAC India

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Inspire Meabout the endless possibilities around travel and technology

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Q6. When do you do most of your travel planning?

39% of Indian respondents do most of their travel planning during weekends, which is higher than the regional average (32%), followed by others options like during holidays (24%), after work on weekdays (17%) and while at work (13%). Only 7% of respondents plan their travel while commuting from one place to another.

INSPIRE ME

When travellers plan their travels

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5%

32%

14%

22%

25%

2%

7%

39%

13%

17%

24%

1%

When you’re commuting from one place to another

During the weekends

While you’re at work

Weekdays, after work

While you are on holiday

Others, please specify

APAC India

Q7. When it comes to planning your trip (looking for destinations, places to stay, activities to do etc.), which three of the following influence you the most? Rank in order of influence – from highest to lowest

Amidst the cacophony of all the information they receive, travellers turn to recommendations from people they know or from people that are like themselves. The top source of influence for Indian travellers are online sites such as Expedia, Skyscanner.

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Sources that influence travellers’ trip planning

*Scoring: Rank 1=3, rank 2=2, rank 3=1, otherwise=0, average score of each option is presented.

0.6

1.0

0.6

0.3

0.5

1.2

1.2

0.6

0.1

0.4

1.1

0.5

0.3

0.5

1.4

1.1

0.6

0.2

Travel blogs or forums

Traveller reviews (e.g. on sites like TripAdvisor)

Social media (General or sponsored content on Facebook,…

Brochures (from hotel reception, travel desks, airports etc.)

Travel agents

Online booking or travel sites (Expedia, Skyscanner etc.)

Friends/family/colleagues (word of mouth or through social media)

Travel Guides (e.g. Lonely Planet, Discovery)

Celebrities or social media influencers

APAC India

(continued) Q7. When it comes to planning your trip (looking for destinations, places to stay, activities to do etc.), which three of the following influence you the most? Rank in order of influence – from highest to lowest

In terms of age, baby boomers are a lot more likely to be influenced by friends/family than other age groups of Indian travellers (1.5 vs. 1.1 and 1.0).

INSPIRE ME

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Sources that influence travellers’ trip planning


0.5

1.0

0.6

0.3

0.4

1.4

1.0

0.5

0.2

0.4

1.1

0.5

0.3

0.4

1.4

1.1

0.7

0.2

0.3

1.0

0.4

0.3

0.5

1.3

1.5

0.6

0.1

Travel blogs or forums

Traveller reviews (e.g. on sites like TripAdvisor)

Social media (General or sponsored content on Facebook, Twitter,Instagram etc.)

Brochures (from hotel reception, travel desks, airports etc.)

Travel agents

Online booking or travel sites (Expedia, Skyscanner etc.)

Friends/family/colleagues (word of mouth or through social media)

Travel Guides (e.g. Lonely Planet, Discovery)

Celebrities or social media influencers

18-35 (Millennials)36-51 (Generation X)52-70 (Baby boomers)

Q8. Rank the following new technologies from highest to lowest, based on your interest in using them for planning or while on a trip.An augmented reality mobile app that delivers digital overlays containing interactive information about the culture or history of a tourist site (score 1.4 out of 3) interests APAC travellers the most compared to other new technologies listed. However, travellers in India showed greater interest in having a 360 degree interactive video that allows them to experience something you would see on your trip (scoring 1.2 out of 3).

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New technologies travelers are most interested in


1.0

1.4

1.2

0.8

1.0

1.1

1.2

1.4

0.9

1.1

Virtual Reality (e.g. via a headset or Google Cardboard) that allows you to preview or experience somethingyou would see on your trip

An augmented reality mobile app that delivers digital overlays containing interactive information about theculture or history of the site where you are at, using your phone camera

A 360 degree interactive video that allows you to experience something you would see on your trip

A chat bot service to answer frequently asked questions or to help you ‘on the go’.

A virtual personal travel assistant or concierge that goes wherever you go

51%

65%

56%

44%

53%

57%

61%

64%

48%

57%

Virtual Reality (e.g. via a headset or Google Cardboard) that allows you to preview or experience somethingyou would see on your trip

An augmented reality mobile app that delivers digital overlays containing interactive information about theculture or history of the site where you are at, using your phone camera

A 360 degree interactive video that allows you to experience something you would see on your trip

A chat bot service to answer frequently asked questions or to help you ‘on the go’.

A virtual personal travel assistant or concierge that goes wherever you go

APAC India

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Connect Meso I can stay in touch with what’s important to me

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Q9. Why do you want to stay connected when you travel?Indian travellers have quite different reasons for staying connected while travelling compared to other APAC travellers. 52% want to keep up to date with what is happening in the world (compared to 43% across APAC), 46% want to stay updated with work/business (vs. 32% APAC wide), 43% want to use apps to meet new people using travel and social apps (compared to only 28% across APAC), and 47% want to be able to use convenience apps (versus 34% in APAC). Indian travellers are committed to their work, open to meeting new people but looking for convenience while travelling.

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Why travellers want to stay connected when travelling

43%

32%

54%

28%

34%

49%

35%

55%

53%

0%

2%

52%

46%

55%

43%

47%

48%

37%

55%

51%

0%

1%

Keep up to date with what is happening in the world

Stay updated with work/business

Share pictures and experiences from my travels with friends and family

Meet new people using travel and social apps

Use convenience apps like Uber, Foodpanda, Grab, Deliveroo, Zomatoetc.

Research things to do at the destination

Translate local language

Access maps and location information

Let people know I’m safe


I prefer to disconnect completely when I travel

APAC India

(continued) Q9. Why do you want to stay connected when you travel?Interestingly, baby boomers are the generation most interested in sharing pictures and experiences from their travels (61% compared to 59% and 49% respectively for Gen X and millennials). They are almost the most interested in keeping up to date with what is happening in the world (58% vs 53% and 49%).

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Why travellers want to stay connected when travelling

49%

42%

49%

41%

46%

46%

38%

48%

45%

1%

1%

53%

49%

59%

45%

49%

54%

35%

63%

54%

0%

1%

58%

51%

61%

42%

48%

46%

39%

60%

61%

0%

1%

Keep up to date with what is happening in the world

Stay updated with work/business

Share pictures and experiences from my travels with friendsand family

Meet new people using travel and social apps

Use convenience apps like Uber, Foodpanda, Grab, Deliveroo,Zomato etc.

Research things to do at the destination

Translate local language

Access maps and location information

Let people know I’m safe


I prefer to disconnect completely when I travel

18-35 (Millennials)36-51 (Generation X)52-70 (Baby boomers)

Q10. How do you choose to stay connected when you are travelling abroad? Select all that apply

Compared to other APAC travellers, Indian travellers are avid users of roaming packages while travelling abroad. 44% (vs. 33%) opt for roam as you go services, and 50% (vs. 36%) purchase roaming packages in their home country before travelling.

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How travellers choose to stay connected when travelling abroad

25%

36%

36%

43%

33%

71%

42%

43%

50%

41%

44%

67%

Mobile phone calls for emergencies only

Hotel-provided smartphone devices with free data and local calls(e.g. Handy)

International phone/data package purchased before leaving myhome country

Local sim card purchased at the destination

International roam-as-you-go services

Wi-Fi

APAC India

Q11. Please list the top three mobile apps you use while travelling that add value to your trip. If you do not use any apps while travelling, enter ‘NA’

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Top 3 mobile apps used while travelling

MakeMyTrip (32%), WhatsApp (19%) and Google Maps(15%) are the top 3 mobile apps used by Indians while travelling. 22% of Indian respondents do not use mobile apps for travelling.

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Talk to Methroughout the entire journey, but on my terms

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Q12. How interested are you in receiving travel-based recommendations (e.g. things to do, places to visit or eat etc.) in the following stages of your travel? Indian travellers are very open to receiving recommendations throughout most of the travel journey. That said, interest levels fall from a high of 96% when first considering taking a trip, to 92% when making a booking, and then drastically to 69% after the trip has finished. However, post-trip, Indian travellers are amongst the most interested in still receiving recommendations, compared to all other APAC travellers.

TALK TO ME

* Percentage of respondents choosing 'Interested' and 'Very interested' for each option is presented.

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% of travellers interested in receiving travel-based recommendations…95%

94%

90%

85%

83%

61%

96%

94%

92%

85%

87%

69%

When you are first considering taking atrip

When you are evaluating travel options

When you are making yourbookings/reservations

After booking but before you travel

During your trip

After you have finished the trip

APAC India

Q13. Which of the following do you prefer to use when it comes to receiving updates or recommendations about your trip?Most Indian respondents prefer to receive updates or recommendations about their trips through email (34%), in line with the feedback across APAC. This is followed by messaging services (e.g. WhatsApp, LINE, WeChat, KakaoTalk) (23%) and apps by travel companies (e.g airline apps, hotel apps) (21%).

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Channels through which travellers prefer to receive updates & recommendations about their trip

20%

19%

35%

19%

7%

23%

21%

34%

13%

9%

Messaging service (e.g. WhatsApp, LINE, WeChat,KakaoTalk)

Apps by travel companies (e.g. airline apps, hotelapps)

Email

Social media

Phone call

APAC India

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Delight Meand bring the magic back into travel, every step of the way

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Q14. How often do you use the following apps or services?Indian travellers are avid users of sharing economy apps and services compared to other APAC travellers. They are embracing these services with 73% using Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip, compared to only 37% in the rest of APAC. Almost half (48%) use Airbnb, couch surfing for stays, more than the 29% APAC average.

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25%

39%

27%

10%

6%

22%

45%

28%

Never

Seldom

Often

VeryOften

Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip

32%

39%

22%

7%

19%

33%

32%

16%

Never

Seldom

Often

Very Often

Apps or services like Airbnb, Couch Surfing etc. for stays during my trip

APAC India

(continued) Q14. How often do you use the following apps or services?People who travel more frequently are more likely to use sharing economy apps than those who travel less often. 86% of people who take 8 or more trips use ridesharing apps compared to just 67% of those travelling only 1-2 times in the past 12 months.

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Applications for getting around during a trip e.g. Uber, Grab, Lyft, Ola, Didi, Chuxing

Applications or services for stays during a trip e.g. Airbnb, Couchsurfing, etc.

67%

38%

74%

53%

86%

69%

1-2 trips in the last 12 months3-7 trips in the last 12 months8 trips or more in the last 12 months

Q15. Why did you choose to use these sharing economy services and apps? Select all that apply

The main reason Indian respondents use these apps is ease of use and cost saving, in line with other APAC travellers.

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Sample size: 120 (get around the trips), 124 (stays during trips)

Reasons for using apps to get around during trips Reasons for using services/apps for stays during trips

43%

36%

34%

37%

60%

25%

47%

49%

46%

42%

63%

37%

Cost saving

Better quality/service

Better safety/security

More flexible solution

Easy touse/convenient

More local experience

46%

34%

29%

36%

48%

32%

42%

46%

43%

43%

53%

36%

Cost saving

Better quality/service

Better safety/security

More flexible solution

Easy to use/convenient

More local experience

APAC India

Q16. When you travel, how important is it for you to find each of the following at your destination? Indian travellers are well above the APAC average in wanting home comforts or facilities at their destination when they travel. 73% want staff to speak a language they understand (vs 47% APAC wide), 71% want a tour guide to speak a language they understand (vs 46% regionally), and TV programmes/newspaper in a language they understand or speak (65% vs. 40% APAC.) This could be due to the fact that most Indian speak English and expect this to be a universal language.

DELIGHT ME

* Percentage of respondents choosing ‘Somewhat important’ and 'Very important’ for each option is presented.

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% of travellers that say it’s important to find the following at destination

36%

47%

46%

32%

40%

63%

73%

71%

49%

65%

Food and beverage from your home country

Service staff (in hotel or shops) who speak a language youspeak/understand

Tour guides who speak a language you speak/understand

Religious facilities

Newspapers or TV programmes in language(s) youspeak/understand

APAC India

Q17. Based on your past travel experiences, which of the following travel service providers have impressed you and exceeded your expectations the most? Only 6% of Indian travellers say they have never had a travel provider exceed their expectations (regional: 14%). Indian travellers have mainly been ‘delighted’ by a booking site (34% compared to 23% regionally).

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Travel service providers that have impressed travellers and exceeded expectations the most

15%

24%

23%

13%

11%

14%

15%

21%

34%

12%

13%

6%

Airlines

Hotel or other accommodation providers

Booking sites

Travel agent

Tour operators

A travel provider has never exceeded myexpectations

APAC India

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Care for Meand keep me safe and secure

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Q19. On a scale of 1 – 5 (1 – no effect at all, 2 – a slight effect, 3 – somewhat less likely to travel, 4 – very unlikely to travel, 5 – I would not travel), how much would each of the following affect your likelihood to travel to a certain destination? Indian travellers are less likely to alter their travel plans as a result of recent political or social uprising (39%) and recent terror attacks (57%) compared to other APAC travellers. Business travellers are less impacted by adverse disasters or events than leisure travellers. This is to be expected as perhaps business needs over ride their decision.

CARE FOR ME

* Percentage of respondents assigning score of 4-5 for each option is presented. © A

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% of travellers who would avoid a destination due to the following

45%

48%

52%

32%

62%

54%

39%

39%

52%

36%

57%

54%

Inclement or extreme weather

Recent political or social uprising

Safety or security issues (e.g. spike in crime)

Lack of or access to adequate medical facilities

Recent terror attack/s

Likelihood of a natural disaster (e.g. earthquake, typhoon)

APACIndia

35%

38%

50%

34%

54%

50%

43%

40%

54%

37%

59%

57%

Inclement or extreme weather

Recent political or social uprising

Safety or security issues (e.g. spike in crime)

Lack of or access to adequate medical facilities

Recent terror attack/s

Likelihood of a natural disaster (e.g. earthquake,typhoon)

For businessFor leisure

Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply

Interestingly, Indian travellers look to their service providers to provide them with updates on safety or security while they’re travelling e.g. Booking sites (55% vs 49%), hotel (50% vs. 41%), tour operator (47% vs 38%) more than other APAC travellers.

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Preferred sources of safety or security updates

45%

49%

46%

41%

38%

36%

45%

49%

16%

0%

46%

55%

47%

50%

47%

38%

44%

55%

24%

0%

Travel agent

Booking site

Transport provider (e.g. Airline, train line, buscompany)

Hotel

Tour operator

Immigration/border security

Embassy/government

Friends/family

Your employer if you’re travelling for business

Other provider, please specify

APAC India

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