Amadeus Journey of Me Insights

Transcription

1 Amadeus Journey of Me Insights What Asia Pacific travellers want (Hong Kong report) Sample size: 300 Amadeus Asia Pacific

2 CONTENT 1. Methodology 2. Introducing the Journey of Me 3. The 4 themes 4. Demographic overview: Who we surveyed 5. What Hong Kong travellers want 1. Know Me 2. Inspire Me 3. Connect Me 4. Talk to Me 5. Delight Me 6. Care for Me 2

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: 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

4 INTRODUCING THE JOURNEY OF ME 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. 4

5 THE FOUR THEMES 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: There are many Asias within Asia The personalisation-privacy paradox Get real: Recommendations they can trust The right content, through the right channel, at the right time The most dominant 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. For example, while 66% of Chinese travellers do most of their trip booking on mobile, only 39% of Hong Kong travellers do so. Separately, while 77% of Hong Kong travellers have never or seldom use sharing economy services for trip accommodation, almost half of all Indian travellers say they do so often and very often. 64% of Asia Pacific travellers would be willing to trade personal data for more relevant offers and personalised experiences. In Hong Kong, travellers are slightly more cautious, with only 55% of them somewhat or very open to sharing their 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. Rather than the glossy pictures of travel brochures or the carefully curated Instagram feeds of celebrities, Asia Pacific travellers seek what s genuine, and turn to their fellow travellers for inspiration. The research found that friends, family & colleagues (word of mouth), traveller reviews and online booking sites have the largest influence on Hong Kong travellers trip planning. Their social network and travel review sites were likewise voted most likely to have sent them relevant recommendations about travel. 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 though that while 28% of Hong Kong travellers prefer to receive updates and recommendations about their trip via messaging services and 27% prefer to be contacted through , only 3% are happy to be contacted via phone call. 5

6 2016 Amadeus IT Group and its affiliates and subsidiaries SO WHAT DO HONG KONG TRAVELLERS WANT? KNOW ME and what I want, before I even want it CARE FOR ME and keep me safe and secure INSPIRE ME about the endless possibilities around travel and technology DELIGHT ME and bring the magic back into travel, every step of the way 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 6

7 KNOW ME INSPIRE ME _ Personalisation or privacy? Hong Kongers are less likely than APAC travellers in general to be open about sharing their personal information to get more relevant offers and personalised services. Just slightly more than half (55%) are willing to be at least somewhat open with their information, and only 7% are very open to sharing personal information. Millennials in Hong Kong are also less likely to be open to sharing personal information than older generations. _ Big screens vs small screens: Hong Kongers show a tendency to favour larger screens when researching and booking trips. They show higher usage of desktops, laptops and tablets for trip booking and research than the average APAC traveller, while usage of mobile phones is lower. _ Recommendations that matter: Saving money is a stronger priority for Hong Kong travellers than for most APAC travellers. 43% of Hong Kong travellers would find recommendations that help them save money most useful. Recommendations around safety and comfort were the least important to Hong Kong travellers. _ Who knows better: Hong Kong travellers are more likely to say they receive relevant travel recommendations from their own social network (49%) than from any other platform. Older travellers are more likely than Millennials to say a travel agent has sent them relevant travel recommendations. _ Opportunities to inspire: Hong Kongers disproportionately (42%) prefer to plan their trips on weekdays, after work, compared to only 22% of APAC travellers who choose to do the same. They are also much less likely than APAC travellers in general to plan travel while on holiday (12% vs. 25%) perhaps signaling a strong preference to have details of their trip confirmed in advance. _ The influencers: Friends, family & colleagues (word of mouth), traveller reviews and online booking sites have the largest influence on Hong Kong travellers trip planning. _ New technology: Female Hong Kong travellers show more interest in new technology like chat bot services or a virtual personal travel assistant innovations that would provide help or answer questions related to their travels. Male travellers from Hong Kong however, are more interested in technology like virtual reality, augmented reality or a 360-degree interactive video that would deliver a new or enhanced experience. 7

8 CONNECT ME _ Reasons to stay connected: Most Hong Kong travellers who want to stay connected while travelling do so to share pictures and experiences from their travels. They are much less inclined to do so to stay updated with work/ business or to meet new people. _ How to get connected: Most Hong Kong travellers use Wi-Fi (70%) to stay connected when they are travelling abroad. Only 22% of them use international roam-as-you-go services, which is lower than the regional average (33%). _ Apps that add value: 53% of Hong Kong travellers say they do not use apps when travelling. Among those who do, Google Maps, WhatsApp and Facebook are the top 3 mobile apps used while travelling. TALK TO ME _ A good time to talk : Hong Kong travellers are generally very open to receiving recommendations throughout most of the travel journey. However, amongst frequent travellers, only 18% want to receive travel recommendations after the trip (compared to 62% for less frequent travellers who are open to the same). _ You can reach me via : The most popular platform through which Hong Kong travellers would like to receive updates or recommendations about their trip is through messaging apps or services (28%), more so than the average APAC traveller who choose the same (20%). Conversely, the average APAC traveller is more likely to choose as their preferred medium (35%). 8

9 DELIGHT ME CARE FOR ME _ Speak my language: Almost half (49%) of Hong Kong travellers say it is important to find religious facilities at their destination, considerably higher than the regional average of 32%. This is more important to Hong Kongers than finding service staff who speak a language they understand (4%). This is a startling difference from other APAC travellers, 47% of whom rated this as important. _ New world, new options: 77% of Hong Kong travellers have never or seldom use sharing economy services for stays during a trip. Among those who do, cost-saving (47%) is the top reason for choosing a sharing economy option. APAC travellers however, are more likely to use sharing economy services because of ease of use or for convenience. _ Great expectations: 25% of Hong Kong travellers say a travel provider has never exceeded their expectation. This is higher than only 14% of APAC travellers that say the same. _ Travel stoppers: Female travellers in Hong Kong are across the board, less likely than their male counterparts to be negatively affected by adverse events. Millennial Hong Kongers are also much less likely to be negatively impacted. Only 55% of them would be very unlikely to travel or not at all likely to travel do a destination that has had a recent terror attack. Conversely, 74% of Gen X and 72% of Baby boomers say they would be unlikely to travel in that scenario. _ Safety updates: Hotels (44%) and booking sites (42%) are the top 2 channels that Hong Kong respondents wish to receive safety or security updates from while travelling. Interestingly, only 5% of Hong Kongers who travel mostly for business would prefer to receive safety or security updates from their employers. 9

10 Demographic overview Who we surveyed Amadeus IT Group and its affiliates and subsidiaries

11 DEMOGRAPHIC OVERVIEW A snapshot 18 to 24 4% 8-12 trips in the last 12 months 4% 13 trips or more in the last 12 months 1% Other 1% % Business 16% Female 50% Male 50% 45 to 54 21% 25 to 34 29% 3-7 trips in the last 12 months 1-2 trips in the last 12 39% months 56% 35 to 44 25% Leisure 83% Gender Age Travel frequency (number of trips made in the past 12 months) Primary reason for travel 11

12 Amadeus IT Group and its affiliates and subsidiaries Know Me and what I want, before I even want it 12

13 KNOW ME Q1. When it comes to researching your trip and making a booking, which device(s) do you use most? Select all that apply. Hong Kongers show a slight tendency to favour larger screens when researching and booking trips. They show higher usage of desktops, laptops and tablets for trip booking and research than the average APAC traveller, while usage of mobile phones is lower. Research your trip Book your trip Laptop/desktop computer 76% 81% Laptop/desktop computer 74% 81% Mobile phone 49% 54% Mobile phone 39% 46% Tablet 21% 26% Tablet 16% 20% I get someone else to do it for me (e.g. a travel agency) 8% 8% I get someone else to do it for me (e.g. a travel agency) 12% 11% APAC Hong Kong APAC Hong Kong 13

14 KNOW ME (Continued) Q1. When it comes to researching your trip and making a booking, which device(s) do you use most? Usage of mobile phones to research and book trips is higher amongst Hong Kong female travellers compared to male travellers. The research also found that business travellers in Hong Kong use mobile phones for research and booking more than leisure travellers. Research your trip Book your trip Laptop/desktop computer 83% 79% Laptop/desktop computer 80% 81% Mobile phone 45% 54% Mobile phone 35% 42% Tablet 26% 26% Tablet 19% 21% I get someone else to do it for me (e.g. a travel agency) 8% 7% I get someone else to do it for me (e.g. a travel agency) 7% 15% Male Female 14

15 KNOW ME Q2. When do you usually book your accommodation for a trip? Hong Kong travellers are much more likely than the average APAC traveller to book their accommodation after booking the flight/transport. Almost no Hong Kong travellers said they would book accommodation after landing or reaching the destination, which shows a lower inclination for spontaneous behaviour while travelling. When do travellers book accommodation In advance of booking the flight/transport 21% 35% At the same time when I'm booking the flight/transport 34% 36% After booking the flight/transport, but before departure 27% 45% After landing or reaching the destination 0% 2% APAC Hong Kong 15

16 KNOW ME Q3. When you travel for leisure, what types of travel recommendations do you find most useful? Please select the top two. Saving money is a stronger priority for Hong Kong travellers than most APAC travellers. 43% of Hong Kong travellers would find recommendations that help them save money most useful. Notably, while recommendations that make travel more comfortable was the second most popular choice for APAC travellers, Hong Kong travellers ranked it as the second least preferred recommendation. Most useful recommendations for leisure travel Recommendations that help me save money 37% 43% Recommendations that make my travel more comfortable 19% 29% Recommendations that help me save time 17% 22% Recommendations that help me identify the best sightseeing options Recommendations that ensure my safety 18% 28% 30% 27% Recommendations that help me plan my itinerary Recommendations that expose me to new experiences 24% 21% 27% 32% APAC Hong Kong 16

17 KNOW ME 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 Hong Kong travellers are more likely to say they receive relevant travel recommendations from their own social network (49%) than from any other platform. Travel review sites and online booking websites come next in line. Platforms that have sent travellers relevant travel recommendations Airline website or app (e.g. Singaporeair.com, Koreanair.com, Emirates.com) 20% 29% Hotel website or app 27% 34% Travel agency 26% 32% Online booking websites (e.g. Expedia, Goibibo, Skyscanner, kayak) 44% 50% Hotel concierge 15% 12% Airline in-flight magazine 13% 18% Social network e.g. Friends/family 48% 49% Travel review site (e.g. TripAdvisor) 47% 45% Travel blogs/forums 34% 33% None of the above 4% 5% APAC Hong Kong 17

18 KNOW ME (Continued) 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 Older travellers are more likely than Millennials to say a travel agent has sent them relevant travel recommendations. Platforms that have sent Hong Kong travellers relevant travel recommendations Airline website or app (e.g. Singaporeair.com, Koreanair.com, Emirates.com) 18% 21% 23% Hotel website or app 22% 24% 32% Travel agency 10% 33% 37% Online booking websites (e.g. Expedia, Goibibo, Skyscanner, kayak) 39% 47% 47% Hotel concierge Airline in-flight magazine 7% 8% 11% 13% 16% 18% (Millennials) (Generation X) (Baby boomers) Social network e.g. Friends/family 44% 49% 54% Travel review site (e.g. TripAdvisor) 47% 44% 46% Travel blogs/forums 32% 31% 36% None of the above 2% 5% 7% 18

19 KNOW ME 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? Hong Kongers are less likely than APAC travellers in general to be open to sharing their personal information to get more relevant offers and personalised services. Just slightly more than half (55%) are willing to be at least somewhat open with their information, and only 7% are very open to sharing personal information. Openness to sharing personal information with travel providers Not at all open 8% 12% Somewhat not open 28% 33% Somewhat open 49% 48% Very open 7% 15% APAC Hong Kong 19

20 KNOW ME (Continued) 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? Interestingly, Millennials are less likely to be open to sharing their personal information than older travellers. More than half (54%) would be completely against or somewhat against doing so. Openness to sharing personal information with travel providers Not at all open 7% 12% 16% Somewhat not open Somewhat open 27% 24% 42% 47% 49% 53% (Millennials) (Generation X) (Baby boomers) Very open 4% 8% 10% 20

21 Amadeus IT Group and its affiliates and subsidiaries Inspire Me about the endless possibilities around travel and technology 21

22 INSPIRE ME Q6. When do you do most of your travel planning? Hong Kongers disproportionately (42%) prefer to plan their trips on weekdays, after work, compared to only 22% of APAC travellers who prefer the same. They are also much less likely than the average APAC traveller to plan travel while on holiday (12% vs 25%) signalling a need to have details of their trip confirmed in advance. When do travellers plan their travels When you re commuting from one place to another 5% 4% During the weekends 26% 32% While you re at work 14% 15% Weekdays, after work 22% 42% While you are on holiday 12% 25% Others, please specify 2% 1% APAC Hong Kong 22

23 INSPIRE ME 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 Like the average APAC traveller, Hong Kongers tend to trust their friends and family the most. The second and third top sources of influence are online booking or travel sites and traveller reviews, although these have a lower level of influence over Hong Kong travellers compared to other APAC travellers. Sources that influence travellers trip planning 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 APAC Hong Kong *Scoring: Rank 1=3, rank 2=2, rank 3=1, otherwise=0, average score of each option is presented. 23

24 INSPIRE ME Q8. Rank the following new technologies from highest to lowest, based on your interest in using them for planning or while on a trip. Hong Kong travellers are most interested in an augmented reality mobile app or a 360-degree interactive video. New technologies travellers are most interested in Virtual Reality (e.g. via a headset or Google Cardboard) that allows you to preview or experience something you would see on your trip An augmented reality mobile app that delivers digital overlays containing interactive information about the culture 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 Hong Kong *Scoring: Rank 1=3, rank 2=2, rank 3=1, otherwise=0, average score of each option is presented. 24

25 INSPIRE ME (Continued) Q8. Rank the following new technologies from highest to lowest, based on your interest in using them for planning or while on a trip. Female Hong Kong travellers show more interest in new technologies like chat bot services or a virtual personal travel assistant innovations that would provide help or answer questions related to their travels. Male travellers from Hong Kong however, are more interested in technology like virtual reality, augmented reality or a 360-degree interactive video that would deliver a different a new or enhanced experience. New technologies travellers are most interested in Virtual Reality (e.g. via a headset or Google Cardboard) that allows you to preview or experience something you would see on your trip An augmented reality mobile app that delivers digital overlays containing interactive information about the culture 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 Male Female *Scoring: Rank 1=3, rank 2=2, rank 3=1, otherwise=0, average score of each option is presented. 25

26 Amadeus IT Group and its affiliates and subsidiaries Connect Me so I can stay in touch with what s important to me 26

27 CONNECT ME Q9. Why do you want to stay connected when you travel? Hong Kong travellers who choose to stay connected while travelling most likely do so to share pictures and experiences from their travels, let people know they are safe, or to access maps and location information. Compared to the average APAC traveller, they are less likely to stay connected in order to stay updated with work/business or to meet new people. Why travellers want to stay connected when travelling Keep up to date with what is happening in the world 43% 45% Stay updated with work/business 22% 32% Share pictures and experiences from my travels with friends and family 54% 54% 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 21% 22% 28% 34% 37% 49% Translate local language 31% 35% Access maps and location information 50% 55% Let people know I m safe 53% 51% I prefer to disconnect completely when I travel APAC 2% 2% Hong Kong 27

28 CONNECT ME Q10. How do you choose to stay connected when you are travelling abroad? Select all that apply Most Hong Kong travellers use Wi-Fi (70%) to stay connected when they are travelling abroad. Only 22% of them use international roam-as-you-go services, which is lower than the regional average (33%). How travellers choose to stay connected when travelling abroad Mobile phone calls for emergencies only 25% 28% Hotel-provided smartphone devices with free data and local calls (e.g. Handy) 36% 34% International phone/data package purchased before leaving my home country 36% 35% Local sim card purchased at the destination 43% 48% International roam-as-you-go services 22% 33% Wi-Fi 71% 70% APAC Hong Kong 28

29 Top 3 mobile apps used Amadeus IT Group and its affiliates and subsidiaries CONNECT ME 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 Google Maps is the most popular mobile app used by Hong Kongers while travelling, followed by WhatsApp and Facebook. 53% of Hong Kong travellers say they do not use apps while travelling. Top 3 mobile apps Hong Kongers use while travelling

30 Amadeus IT Group and its affiliates and subsidiaries Talk to Me throughout the entire journey, but on my terms 30

31 TALK TO ME 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? Hong Kong travellers are generally very open to receiving travel-based recommendations across all stages of their journey. However, interest tends to be highest when they are first considering taking a trip (95%) and when they are evaluating travel options (96%). % of travellers interested in receiving travel-based recommendations When first considering taking a trip When evaluating travel options When making your bookings/reservations After booking but before travelling During the trip 95% 95% 94% 96% 90% 93% 85% 92% 83% 85% After completing the trip 61% 60% APAC Hong Kong * Percentage of respondents choosing 'Interested' and 'Very interested' for each option is presented. 31

32 TALK TO ME (Continued) 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? Amongst frequent travellers from Hong Kong, only 18% of them would want to receive travel recommendations after the trip. Less frequent travellers however, remain quite open to receiving recommendations after the trip. % of travellers interested in receiving travel-based recommendations When you are first considering taking a trip 97% 94% 88% When you are evaluating travel options 96% 95% 100% When you are making your bookings/reservations After booking but before you travel 96% 91% 88% 94% 90% 88% 1-2 trips in the last 12 months 3-7 trips in the last 12 months 8 trips or more in the last 12 months During your trip 76% 85% 87% After you have finished the trip 18% 63% 62% * Percentage of respondents choosing 'Interested' and 'Very interested' for each option is presented. 32

33 TALK TO ME Q13. Which of the following do you prefer to use when it comes to receiving updates or recommendations about your trip? The most popular platform through which Hong Kong travellers would like to receive updates or recommendations is messaging apps or services (28%). They show a lower preference for compared to the average APAC traveller, and only 3% of Hong Kong travellers want to be contacted via phone call. Channels through which travellers prefer to receive updates & recommendations about their trip Messaging service (e.g. WhatsApp, LINE, WeChat, KakaoTalk) 20% 28% Apps by travel companies (e.g. airline apps, hotel apps) 19% 19% 27% 35% Social media 19% 23% Phone call 3% 7% APAC Hong Kong 33

34 TALK TO ME (Continued) Q13. Which of the following do you prefer to use when it comes to receiving updates or recommendations about your trip? Frequent travellers in Hong Kong are much more open to using apps and social media to receive updates and recommendations compared to less frequent travellers. Channels through which Hong Kong travellers prefer to receive updates & recommendations about their trip Messaging service (e.g. WhatsApp, LINE, WeChat, KakaoTalk) Apps by travel companies (e.g. airline apps, hotel apps) 30% 26% 29% 20% 16% 24% 12% 24% 32% 1-2 trips in the last 12 months 3-7 trips in the last 12 months 8 trips or more in the last 12 months Social media 22% 25% 29% Phone call 1% 4% 6% 34

35 Amadeus IT Group and its affiliates and subsidiaries Delight Me and bring the magic back into travel, every step of the way 35

36 DELIGHT ME Q14. How often do you use the following apps or services? 86% of Hong Kong travellers have never or seldom use sharing economy services to get around during a trip. Likewise 77% have never or seldom use sharing economy accommodation services. Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip Apps or services like Airbnb, Couch Surfing etc. for stays during my trip Never 25% 30% Never 29% 32% Seldom 39% 56% Seldom 39% 48% Often 12% 27% Often 22% 21% Very Often 1% 10% Very Often 3% 7% APAC Hong Kong APAC Hong Kong 36

37 DELIGHT ME (Continued) Q14. How often do you use the following apps or services? There is however, a notable difference in sharing economy adoption amongst those who travel more frequently compared to those who only travel once or twice per year. While only 10% of infrequent Hong Kong travellers use ridesharing apps and only 18% use sharing economy accommodation apps, these figures are a lot higher for travellers that take eight or more trips per year. In addition, the use of sharing economy apps is much higher amongst business travellers than leisure travellers. By travel frequency By travel type Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip 10% 15% 35% Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip 10% 27% Apps or services like Airbnb, Couch Surfing etc. for stays during my trip 18% 31% 29% Apps or services like Airbnb, Couch Surfing etc. for stays during my trip 20% 38% 1-2 trips in the last 12 months 3-7 trips in the last 12 months 8 trips or more in the last 12 months For business For leisure % of respondents choosing often or very often for each option is presented 37

38 DELIGHT ME Q15. Why did you choose to use these sharing economy services and apps? Select all that apply Cost-saving (47%) is the top reason why Hong Kong travellers would choose a sharing economy option for stays. APAC travellers however, are more likely to use the same because of ease of use or for convenience. For getting around during trips For stays during trips Cost saving 33% 43% Cost saving 46% 47% Better quality/service 24% 36% Better quality/service 24% 34% Better safety/security 25% 34% Better safety/security 18% 29% More flexible solution 37% 36% More flexible solution 24% 36% Easy to use/convenient 43% 60% Easy to use/convenient 34% 48% More local experience 25% 27% More local experience 32% 34% APAC Hong Kong 38

39 DELIGHT ME Q16. When you travel, how important is it for you to find each of the following at your destination? Almost half of all Hong Kong travellers say it is important to find religious facilities at their destination, considerably higher than the regional average of 32%. Meanwhile only 4% of Hong Kongers think it is important to find service staff at destination who speak a language they understand, while almost half of all APAC travellers say it is. % of travellers that say it s important to find the following at destination Food and beverage from your home country 36% 37% Service staff (in hotel or shops) who speak a language you speak/understand 4% 47% Tour guides who speak a language you speak/understand 9% 46% Religious facilities 32% 49% Newspapers or TV programmes in language(s) you speak/understand 20% 40% APAC Hong Kong * Percentage of respondents choosing Somewhat important and 'Very important for each option is presented. 39

40 DELIGHT ME Q17. Based on your past travel experiences, which of the following travel service providers have impressed you and exceeded your expectations the most? 25% of Hong Kong travellers say a travel provider has never exceeded their expectations. This is higher than only 14% of APAC travellers that said the same. Compared to APAC travellers in general, Hong Kong travellers are less likely to have been impressed by an airline. Travel service providers that have impressed travellers and exceeded expectations the most Airlines 9% 15% Hotel or other accommodation providers Booking sites 24% 25% 23% 22% Travel agent 10% 13% Tour operators 8% 11% A travel provider has never exceeded my expectations 14% 25% APAC Hong Kong 40

41 DELIGHT ME (Continued) Q17. Based on your past travel experiences, which of the following travel service providers have impressed you and exceeded your expectations the most? Leisure travellers from Hong Kong are harder to please than those travelling for business 27% say that they have never had a travel provider exceed expectations, compared to only 15% of business travellers who say the same. Travel service providers that have impressed Hong Kong travellers and exceeded expectations the most Airlines 10% 9% Hotel or other accommodation providers 19% 27% Booking sites 20% 29% For business Travel agent 10% 13% For leisure Tour operators 6% 15% A travel provider has never exceeded my expectations 15% 27% 41

42 Amadeus IT Group and its affiliates and subsidiaries Care for Me and keep me safe and secure 42

43 CARE FOR ME 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? Recent terror attack/s are most likely to negatively impact the likelihood of Hong Kongers travelling to a certain destination, followed by the likelihood of a natural disaster. % of travellers who would avoid a destination due to the following Inclement or extreme weather Recent political or social uprising Safety or security issues (e.g. spike in crime) 45% 42% 48% 46% 52% 57% Lack of or access to adequate medical facilities 32% 38% Recent terror attack/s Likelihood of a natural disaster (e.g. earthquake, typhoon) 54% 59% 62% 66% APAC Hong Kong * Percentage of respondents assigning score of 4-5 for each option is presented. 43

44 CARE FOR ME (Continued) 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? Female travellers in Hong Kong are, across the board, less likely than their male counterparts to be negatively affected by adverse events. Millennial Hong Kongers are also much less likely to be negatively impacted. Only 55% of them would be very unlikely to travel or not at all likely to travel to a destination that has had a recent terror attack. Conversely, 74% of Gen X and 72% of Baby Boomers say they would be affected. % of Hong Kong travellers who would avoid a destination due to the following Inclement or extreme weather 44% 39% Inclement or extreme weather 33% 48% 46% Recent political or social uprising 50% 42% Recent political or social uprising 34% 46% 59% Safety or security issues (e.g. spike in crime) Lack of or access to adequate medical facilities 41% 34% 60% 54% Male Female Safety or security issues (e.g. spike in crime) Lack of or access to adequate medical facilities 47% 68% 58% 31% 41% 42% (Millennials) (Generation X) (Baby boomers) Recent terror attack/s 68% 65% Recent terror attack/s 55% 74% 72% Likelihood of a natural disaster (e.g. earthquake, typhoon) 63% 56% Likelihood of a natural disaster (e.g. earthquake, typhoon) 45% 71% 64% * Percentage of respondents assigning score of 4-5 for each option is presented. 44

45 CARE FOR ME Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply Hotels (44%) and booking sites (42%) are the top 2 channels that Hong Kong respondents wish to receive safety or security updates from at the destination. They are much less likely than the average APAC traveller to depend on tour operators, or their employer if they are travelling for business. Preferred sources of safety or security updates Travel agent 40% 45% Booking site 42% 49% Transport provider (e.g. Airline, train line, bus company) Hotel 36% 41% 44% 46% Tour operator Immigration/border security 21% 38% 36% 37% Embassy/government 39% 45% Friends/family 41% 49% Your employer if you re travelling for business 5% 16% APAC Hong Kong 45

46 CARE FOR ME (Continued) Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply Interestingly, only 12% of Hong Kongers who travel mostly for business would prefer to receive safety or security updates from their employers. They are more likely to look to immigration or border security (56%) or travel agents (52%), while those travelling for leisure prefer to receive these updates from booking sites or immigration/border security. Preferred sources of safety or security updates Travel agent 38% 52% Booking site 28% 45% Transport provider (e.g. Airline, train line, bus company) 20% 39% Hotel Tour operator 24% 21% 43% 48% For business For leisure Immigration/border security 34% 56% Embassy/government 32% 41% Friends/family 28% 43% Your employer if you re travelling for business 4% 12% 46

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