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1 This study is brought to you courtesy of
2 Traveler s Road to Decision 2009: Airlines Google/OTX U.S., July 2009
3 Research Methodology Category covered: Airline Survey of 5,002 consumers who have traveled at least once for personal/business purposes in the past six months An augment of 1,500 affluent personal travelers was also recruited Partnered with OTX; interviews conducted 4/10 4/27 TRAVELER TYPES DEFINED = Personal Traveler has taken at least one trip for leisure in the past 6 months = Business Traveler has taken at least one trip for business in the past 6 months = Affluent Traveler has taken at least one trip for leisure in the past 6 months and has a household income of $150K+ 2
4 Key Findings 1 The Internet is the most used tool for researching air travel People are most likely to go direct to an airline s website to book flights, especially wealthier travelers. Comparison shopping for flights is commonplace, even among wealthy travelers. Expedia, Travelocity and Orbitz are used most often. Price and flight convenience are the top considerations for bookers. Recommendations and reviews are among the least important. The majority of travelers check in for flights online to save time. Southwest, American and Delta are the favorite airlines for personal, business and affluent travelers. 3
5 Business Travelers Rent Cars More Often than Personal Travelers & Affluents 29%* 46%* 29%* PERSONAL BUSINESS AFFLUENT When you drive to a travel destination, how often do you rent a car rather than driving one that you/someone in your household owns? (QR0) Thinking of destinations that you drive to for personal/business trips, how often do you rent a car, rather than driving a vehicle you/someone in your household owns? Top 2 box summary 4
6 The Internet is the #1 Source Used to Choose an Airline Among Both Business & Personal Travelers TV Newspapers Informational Brochure 6% 6% 4% 6% 10% 7% 800 or Toll Free Number 8% 13% Travel agents 13% 26% Family, friends, or colleagues 21% 28% Internet 77% 83% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Business Personal Business travelers tend to use offline sources of information more often than leisure travelers. (QA1) Which of the following sources, if any, do you typically use to decide which airline to use for a personal/business trip? (n= 2116 Personal; n= 1298 Business=818) 5
7 Affluents go Online to Make Flight Decisions, Too Internet 84% Family, friends, or colleagues 21% Travel agents 13% 800 or toll-free number Informational brochures Travel groups TV Magazines Newspapers Do not use any sources Other Books Radio 9% 8% 7% 6% 6% 6% 6% 7% 5% 3% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% (QA1) Which of the following sources, if any, do you typically use to decide which airline to use for a personal/business trip? (n=824) 6
8 The Majority of Consumers Go Online to Comparison Shop Before Booking 81%* 69%* 81%* PERSONAL BUSINESS AFFLUENT Personal travelers are more likely to comparison shop than those traveling for business, even at high income levels. (QA7) How often do you comparison shop online when purchasing airline tickets for personal/business travel? *Top 2 box summary 7
9 Most Comparison Shopping Reportedly Happens on OTA Sites 70% Most comparison shopping takes place on Expedia, Travelocity and Orbitz Almost one in four business travelers uses Google to compare ticket prices 60% 50% 40% 30% 20% 10% Personal Business Affluent 0% Base: Have done airline comparison shopping online (QA8) Which of the following websites do you use when comparison shopping for airline tickets for personal travel? 8
10 When it Comes to Booking, Online is the Preferred Method Across All Segments 80% 70% ONLINE TOTALS: 60% 50% 87% 73% 89% 40% 30% Personal Business Affluent 20% 10% 0% Airline Website OTA Online Managed Distribtuion Company travel department Call a travel agent Call an airline directly Walk-in at a local airport Other (QA4) How do you typically purchase airline tickets for a personal/business trip? (n= 2116 Personal; n= 1298 Business; n=818 Affluent = 824) 9
11 What s the Most Important Factor When Choosing Where to Book? 1. Price 2. Most convenient timing 3. Fewer stops, better connections 4. Past Experience 5. Airport location 1. Most Convenient Timing 2. Price 3. Fewer stops, better connections 4. Past experience 5. Airport location 1. Price 2. Most convenient timing 3. Fewer stops, better connections 4. Past Experience 5. Airport location PERSONAL BUSINESS AFFLUENT Price is significantly more important to personal travelers while convenience is more important to business travelers. Top 2 box summary QA5) How important are each of the following when purchasing an airline ticket for personal/business travel? (n= 2116 Personal; n= 1298 Business; n=818 Affluent = 824) 10
12 Most Travelers Check In Online to Save Time 90% 80% 70% 60% 50% 40% 30% Personal Business Affluent 20% 10% 0% "I check in with my airline online to save me time when I get to the airport" "Saving travel miles isn't worth the effort since there are so many restrictions on their use" "It is worth the extra money to fly business class or first class" Business travelers are more likely to think First Class is worth the extra investment. (QA9) Using the scale below, please indicate how much you agree/disagree with each of the following statements. 11
13 Not Surprisingly, More Affluents Fly First Class than Typical Vacationers 100% 90% 80% 70% 60% 50% 40% Personal Business Affluent 30% 20% 10% 0% Coach Business First Just 1 in 10 of personal vacationers typically travels first class, versus over a third of business travelers. (QA6) When flying for personal/business reasons, which type of seat do you typically purchase? 12
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