Amadeus Journey of Me Insights

Transcription

1 Amadeus Journey of Me Insights What Asia Pacific travellers want (Singapore 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 Singapore 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 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. Singaporean respondents displayed a number of differentiating characteristics, in particular a much higher demand for finding service staff at the destination that speak a language they understand (84%) compared to APAC travellers in general (47%). 64% of Asia Pacific travellers would be willing to trade personal data for more relevant offers and personalised experiences. However, Singaporean travellers are somewhat more cautious, with just 53% saying they would be open to doing so. 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, APAC travellers seek what s genuine, and turn to their fellow travellers for inspiration. The research found that traveller review sites and online booking sites have the largest influence on Singaporean travellers trip planning. This was similar to Asia Pacific as a whole. 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 Singaporean travellers are much less interested in receiving recommendations post-trip compared to other travellers. 5

6 2016 Amadeus IT Group and its affiliates and subsidiaries SO WHAT DO SINGAPOREAN 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? 64% of APAC travellers are open to sharing personal information with travel service providers for more relevant offers and personalised services, but Singaporeans are more cautious with only 53% willing to share data. Female travellers from Singapore tend to be more cautious (52% are not open to sharing) than males (59% open to sharing). Frequent Singaporean travellers are less open to sharing than less frequent travellers. _ Big screens vs small screens: Across APAC, laptops and desktops are still the most used devices for trip research and booking. While Singaporeans are just as likely as any APAC traveller to research a trip on mobile, they are much less likely to book it through that channel. The majority of them (87%) still prefer to book trips on their laptop and desktop. This could signal less familiarity or trust for the mobile channel amongst Singaporean travellers. _ Recommendations that matter: Travellers in APAC are most interested in tips that help them save money (37%). However, recommendations that help them plan their itinerary are more favoured amongst Singaporean travellers (40%), compared to only 27% of APAC travellers who chose the same. _ Opportunities to inspire: In Singapore, leisure travellers are most likely to plan their trips during the weekends or weekdays after work. Business travellers however, are more likely to plan their trips at work (54%). Only 10% of Singaporeans do most of their travel planning while on holiday, even though generally, 1 in 5 APAC travellers do so. _ 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). Singaporean travellers are more heavily influenced by traveller reviews than APAC travellers in general (1.4 vs 1.0). For Singaporean female travellers, the top source of influence is traveller reviews; while for male travellers it is online booking sites. _ 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 Singapore showed greater interest in having a 360 degree interactive video that allows them to experience something you would see on your trip (scoring 1.4 out of 3). _ 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. In Singapore, travel review sites get a higher vote amongst travellers at 57%. In contrast, only 17% of Singaporean travellers feel they have received the relevant recommendations from travel agencies. 7

8 CONNECT ME _ Reasons to stay connected: Singaporeans stay connected when travelling so that they can access maps and location information (72%) and research things to do at the destination (63%). They are much less likely to stay connected so that they can meet new people (17%) they scored the lowest for this in the region. 60% of Singaporean business travellers say they want to stay connected while travelling to stay updated with work/business. _ How to get connected: In APAC, Wi-Fi (71%) is the top choice for staying connected when travelling abroad, likewise in Singapore (83%). Singaporean travellers also have a higher preference than others for purchasing a local SIM card at the destination. TALK TO ME _ A good time to talk : Singaporean travellers are very open to receiving recommendations throughout most of the travel journey. That said, interest levels fall from a high of 92% when first considering taking a trip, to 89% when making a booking, and then drastically to 36% after the trip has finished. Post-trip, Singaporean travellers are least interested in receiving recommendations, compared to all other APAC travellers. _ You can reach me via : More than half (53%) of Singaporean travellers would prefer to receive updates and recommendations about their trip via , much more so than the average APAC traveller (35%). Travel company apps and phone calls are the least popular mediums (8% and 1% respectively) for Singaporeans. _ Apps that add value: WhatsApp and Google Maps tie at the top spot as the most popular mobile apps used by Singaporeans while travelling, followed by TripAdvisor and Facebook. 37% of Singaporean travellers say they do not use apps while travelling. 8

9 DELIGHT ME CARE FOR ME _ Speak my language: Finding service staff and tour guides who speak a language they can understand is important to 84% of travellers from Singapore, particularly amongst female travellers (90%). In contrast, only 47% of APAC travellers would rank the same as important. _ New world, new options: Cost-saving is a big reason for Singaporeans to use sharing economy services and apps when they travel, more so than the average APAC traveller. For accommodation, only 11% use these apps/services for better quality/service and 14% for better safety/security, which may imply that Singaporeans view sharing economy accommodation services as cheaper and more affordable, but not necessarily safer or better quality. _ Great expectations: 22% of Singaporean travellers say that a travel provider has never exceeded their expectations. Compared to APAC travellers in general, Singaporeans tend to be less satisfied with travel agents and tour operators. Frequent Singaporean travellers are more likely to have been impressed by an airline, while less frequent travellers are more likely to have been impressed by hotels or other accommodation providers. _ Travel stoppers: A recent terror attack is more likely to negatively affect a Singaporean female traveller s likelihood to travel (69%) than their male counterparts (53%). While Millennials from Singapore would be most affected by a recent terror attack, Gen X and Baby boomers would be more affected by the likelihood of a natural disaster. The more frequently they travel, the less likely a Singaporean traveller would avoid travelling to a destination that has had a recent terror attack. _ Safety updates: While less than half of APAC travellers expect to receive safety and security updates from their embassy/government, 74% of Singaporeans said they would. 52% also want to hear from immigration/border security or transport providers. This signals a strong trust in government bodies. Business travellers are much more likely to prefer receiving these updates from their travel agent or booking site compared to leisure travellers. 9

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

11 DEMOGRAPHIC OVERVIEW A snapshot of Singaporean travellers surveyed 8-12 trips in the last 12 months 6% 13 trips or more in the last 12 months 1% Other 3% Femal e 59% Male 41% 45 to 54 16% % 35 to 44 17% 18 to 24 11% 25 to 34 36% 1-2 trips 3-7 trips in in the last 12 months the last 12 months 48% 45% Leisure 81% Business 16% 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. While Singaporeans are just as likely as any APAC traveller to research a trip on mobile, they are much less likely to book it through that channel. The majority of them (87%) still prefer to book the trip on their laptop or desktop. This could signal less familiarity or trust for the mobile channel amongst Singaporean travellers. Trip Research Trip Booking Laptop/desktop computer 76% 85% Laptop/desktop computer 74% 87% Mobile phone 54% 51% Mobile phone 27% 46% Tablet 21% 16% Tablet 16% 11% I get someone else to do it for me (e.g. a travel agency) 8% 5% I get someone else to do it for me (e.g. a travel agency) 12% 9% APAC Singapore 13

14 KNOW ME (continued) Q1. When it comes to researching your trip and making a booking, which device(s) do you use most? Singaporean millennial travellers are much more likely to use mobile devices to research and book trips compared to older generations. Perhaps unsurprisingly, baby boomers show a higher preference for using intermediaries like travel agencies to help them plan and book trips. Trip Research Trip Booking Laptop/desktop computer 86% 83% 85% Laptop/desktop computer 79% 90% 90% Mobile phone 32% 54% 61% Mobile phone 12% 26% 37% Tablet 12% 21% 19% Tablet 8% 14% 14% I get someone else to do it for me (e.g. a travel agency) 2% 6% 9% I get someone else to do it for me (e.g. a travel agency) 6% 9% 15% (Millennials) (Generation X) (Baby boomers) 14

15 KNOW ME Q2. When do you usually book your accommodation for a trip? Singaporean travellers are much more likely to book their accommodation after they have booked their flights compared to their regional counterparts. Only 23% say they would book accommodation before they book their flights. Singaporean male travellers show little variance in preference for booking before, at the same time as, or after the flight. However, most Singaporean female travellers prefer to book accommodation after the flight. When do travellers book accommodation When do travellers book accommodation In advance of booking the flight/transport 23% 35% In advance of booking the flight/transport 16% 32% At the same time when I'm booking the flight/transport 36% 36% At the same time when I'm booking the flight/transport 34% 38% After booking the flight/transport, but before departure 27% 41% After booking the flight/transport, but before departure 32% 47% After landing or reaching the destination 1% 2% After landing or reaching the destination 0% 2% APAC Singapore Male Female 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. Recommendations that help them save money and help plan their itinerary are the most useful recommendations for Singaporean travellers. Notably, they show a higher preference for the latter compared to the average APAC traveller. Most useful recommendations for leisure travel Recommendations that help me save money 37% 41% Recommendations that make my travel more comfortable 23% 29% Recommendations that help me save time 17% 16% Recommendations that help me identify the best sightseeing options 25% 28% Recommendations that ensure my safety 24% 27% Recommendations that help me plan my itinerary 27% 40% Recommendations that expose me to new experiences 24% 24% Other, please specify 0% 1% APAC Singapore 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 57% of Singaporean travellers feel that travel review sites have sent them relevant travel recommendations. However, only 17% feel they have received the same from travel agencies, in contrast to 32% of APAC travellers who say they do. Platforms that have sent travellers relevant travel recommendations Airline website or app (e.g. Singaporeair.com, Koreanair.com, Emirates.com) 25% 29% Hotel website or app 26% 34% Travel agency 17% 32% Online booking websites (e.g. Expedia, Goibibo, Skyscanner, kayak) 48% 50% Hotel concierge 12% 15% Airline in-flight magazine 12% 18% Social network e.g. Friends/family 48% 53% Travel review site (e.g. TripAdvisor) 47% 57% Travel blogs/forums 34% 39% None of the above 4% 6% APAC Singapore 17

18 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? Singaporeans are a little bit more cautious than the average APAC traveller when it comes to sharing their personal information with travel service providers. Only 53% are somewhat open or very open to sharing, of which only 7% are very open. Openness to sharing personal information with travel providers Not at all open 8% 12% Somewhat not open 28% 35% Somewhat open 46% 49% Very open 7% 15% APAC Singapore 18

19 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? Female travellers from Singapore tend to be more cautious than male travellers. Interestingly, Singaporean frequent travellers are less open to sharing their personal information compared to those who travel less often. Openness to sharing personal information with travel providers By gender By travel frequency Not at all open 10% 13% Not at all open 8% 14% 19% Somewhat not open 30% 39% Somewhat not open 37% 33% 38% Somewhat open 43% 49% Somewhat open 29% 44% 50% Very open 5% 10% Very open 6% 8% 14% Male Female 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 19

20 Amadeus IT Group and its affiliates and subsidiaries Inspire Me about the endless possibilities around travel and technology 20

21 INSPIRE ME Q6. When do you do most of your travel planning? Only 10% of Singaporeans do most of their travel planning while they are on holiday, even though generally, 1 in 5 APAC travellers do so. When travellers plan their travels When you re commuting from one place to another 5% 7% During the weekends 32% 34% While you re at work 14% 16% Weekdays, after work 22% 27% While you are on holiday 10% 25% Others, please specify 2% 5% APAC Singapore 21

22 INSPIRE ME (Continued) Q6. When do you do most of your travel planning? Singaporean travellers that travel mostly for business naturally do most of their travel planning at work during work hours. Leisure travellers however, are far less likely to plan travel at work (9%) and are more likely to do so during the weekends. When travellers plan their travels When you re commuting from one place to another 6% 7% During the weekends 25% 36% While you re at work 9% 54% Weekdays, after work 8% 31% While you are on holiday 6% 10% Others, please specify 0% 6% For business For leisure 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 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 3 sources of influence for Singaporean travellers are traveller reviews, online booking or travel sites and friends/family/colleagues. They also show a greater degree of trust in traveller reviews compared to APAC travellers in general (1.4 vs 1.0). 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 0.1 APAC Singapore *Scoring: Rank 1=3, rank 2=2, rank 3=1, otherwise=0, average score of each option is presented. 23

24 INSPIRE ME (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? Singaporean female travellers are most influenced by traveller reviews; while Singaporean male travellers are most influenced by online booking sites. 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 Male Female 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

25 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. 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 Singapore showed greater interest in having a 360 degree interactive video that allows them to experience something you would see on your trip (scoring 1.4 out of 3). 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 Virtual Reality (e.g. via a headset or Google Cardboard) that allows you to preview or experience something you would see on your trip 44% 51% 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 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 55% 65% A 360 degree interactive video that allows you to experience something you would see on your trip A 360 degree interactive video that allows you to experience something you would see on your trip 56% 62% A chat bot service to answer frequently asked questions or to help you on the go A chat bot service to answer frequently asked questions or to help you on the go. 44% 47% A virtual personal travel assistant or concierge that goes wherever you go A virtual personal travel assistant or concierge that goes wherever you go 53% 59% APAC Singapore *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? Singaporeans stay connected when travelling so that they can access maps and location information and research things to do at the destination. They are much less likely to stay connected so that they can meet new people (17%) they scored the lowest for this in the region. 60% of business travellers want to stay connected while travelling in order to stay updated with work/business while those travelling for leisure are less inclined to do so. Why travellers want to stay connected when travelling Keep up to date with what is happening in the world 43% 52% Stay updated with work/business 32% 32% Share pictures and experiences from my travels with friends and family 54% 61% Meet new people using travel and social apps 17% 28% Use convenience apps like Uber, Foodpanda, Grab, Deliveroo, Zomato etc. 34% 34% Research things to do at the destination 49% 63% Translate local language 35% 47% Access maps and location information 55% 72% Let people know I m safe 53% 62% Other, please specify 0% 1% 2% 2% I prefer to disconnect completely when I travel APAC Singapore 27

28 CONNECT ME Q10. How do you choose to stay connected when you are travelling abroad? Select all that apply Most respondents from Singapore use Wi-Fi (83%) to stay connected when they are travelling abroad, a fact mirrored across APAC (71%). Singaporeans also show a stronger preference than other APAC travellers to use a local sim card purchased at the destination. How travellers choose to stay connected when travelling abroad Mobile phone calls for emergencies only 19% 25% Hotel-provided smartphone devices with free data and local calls (e.g. Handy) 26% 36% International phone/data package purchased before leaving my home country 25% 36% Local sim card purchased at the destination 43% 56% International roam-as-you-go services 21% 33% Wi-Fi 71% 83% APAC Singapore 28

29 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 WhatsApp and Google Maps are the most popular mobile apps used by Singaporeans while travelling, followed by TripAdvisor and Facebook. 37% of Singaporean travellers say they do not use apps while travelling. Top 3 mobile apps used 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? Singaporean travellers are very open to receiving recommendations throughout most of the travel journey. That said, interest levels fall from a high of 92% when first considering taking a trip, to 89% when making a booking, and then drastically to 36% after the trip has finished. Post-trip, Singaporean travellers are least interested in receiving recommendations, compared to all other APAC travellers. % of travellers interested in receiving travel-based recommendations When you are first considering taking a trip 92% 95% When you are evaluating travel options 94% 93% When you are making your bookings/reservations 90% 89% After booking but before you travel 81% 85% During your trip 73% 83% After you have finished the trip 36% 61% APAC Singapore * Percentage of respondents choosing 'Interested' and 'Very interested' for each option is presented. 31

32 TALK TO ME Q13. Which of the following do you prefer to use when it comes to receiving updates or recommendations about your trip? Over half of all Singaporean travellers would prefer to receive updates and recommendations via , more so than the APAC traveller. Travel company apps and phone calls are the least popular mediums for Singaporeans. Channels through which travellers prefer to receive updates & recommendations about their trip Messaging service (e.g. WhatsApp, LINE, WeChat, KakaoTalk) 16% 20% Apps by travel companies (e.g. airline apps, hotel apps) 8% 19% 35% 53% Social media 19% 22% Phone call 1% 7% APAC Singapore 32

33 Amadeus IT Group and its affiliates and subsidiaries Delight Me and bring the magic back into travel, every step of the way 33

34 DELIGHT ME Q14. How often do you use the following apps or services? In APAC, more than 65% of respondents have used sharing economy apps and services, either for getting around or for accommodation during a trip. Singaporeans are just as likely to have used sharing economy services for accommodation, but are less likely to have used the same for getting around during a trip. 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. Never 25% 30% Never 32% 32% Seldom 39% 44% Seldom 39% 39% Often 22% 27% Often 22% 24% Very Often 5% 10% Very Often 5% 7% APAC Singapore 34

35 DELIGHT ME (Continued) Q14. How often do you use the following apps or services? Perhaps unsurprisingly, Singaporean millennial travellers are the most likely age group to have used sharing economy apps. Interestingly, business travellers are more likely to use ridesharing apps (38%) than leisure travellers (23%). There is also a notable difference in sharing economy adoption for Singaporeans travelling more frequently compared to those who only travel once or twice per year. By travel frequency By age By travel type Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip 19% 28% 67% Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip 19% 21% 34% Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip 23% 38% Apps or services like Airbnb, Couch Surfing etc. for stays during my trip 27% 31% 38% Apps or services like Airbnb, Couch Surfing etc. for stays during my trip 23% 22% 37% Apps or services like Airbnb, Couch Surfing etc. for stays during my trip 29% 30% 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 (Millennials) (Generation X) (Baby boomers) For business For leisure 35

36 DELIGHT ME Q15. Why did you choose to use these sharing economy services and apps? Select all that apply Cost-saving is a big reason for Singaporeans to use sharing economy services and apps when they travel, whether for getting around or for stays, more so than the average APAC traveller. For stays, only 11% use these apps/services for better quality/service and 14% for better safety/security, which may imply that Singaporeans view sharing economy accommodation services as cheaper and more affordable, but not necessarily safer or better quality. Reasons for using apps to get around during trips Reasons for using services/apps for stays during trips Cost saving 43% 56% Cost saving 46% 66% Better quality/service 18% 36% Better quality/service 11% 34% Better safety/security 25% 34% Better safety/security 14% 29% More flexible solution 32% 37% More flexible solution 30% 36% Easy to use/convenient 60% 64% Easy to use/convenient 43% 48% More local experience 19% 25% More local experience 32% 40% APAC Singapore Sample size: 120 (get around the trips), 124 (stays during trips) 36

37 DELIGHT ME Q16. When you travel, how important is it for you to find each of the following at your destination? Finding service staff and tour guides who speak a language they can understand is important to 84% of travellers from Singapore, particularly amongst female travellers (90% vs 75%). In contrast, only 47% of APAC travellers would rank the same as important. % of travellers that say it s important to find the following at destination Food and beverage from your home country 16% 36% Service staff (in hotel or shops) who speak a language you speak/understand 47% 84% Tour guides who speak a language you speak/understand 46% 72% Religious facilities 18% 32% Newspapers or TV programmes in language(s) you speak/understand 40% 41% APAC Singapore * Percentage of respondents choosing Somewhat important and 'Very important for each option is presented. 37

38 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? Compared to APAC travellers in total, Singaporeans are less likely to have been impressed by travel agents or tour operators. Travel service providers that have impressed travellers and exceeded expectations the most Airlines 14% 15% Hotel or other accommodation providers 24% 30% Booking sites 22% 23% Travel agent 7% 13% Tour operators 6% 11% A travel provider has never exceeded my expectations 14% 22% APAC Singapore 38

39 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? Frequent travellers in Singapore are more likely to have been impressed by an airline, while less frequent travellers are more likely to have had their expectations exceeded by hotels or other accommodation providers. Travel service providers that have impressed travellers and exceeded expectations the most Airlines 13% 13% 29% Hotel or other accommodation providers 28% 32% 24% Booking sites 20% 24% 19% Travel agent 5% 8% 5% Tour operators 4% 8% 0% 1-2 trips in the last 12 months A travel provider has never exceeded my expectations 21% 23% 24% 3-7 trips in the last 12 months 8 trips or more in the last 12 months 39

40 Amadeus IT Group and its affiliates and subsidiaries Care for Me and keep me safe and secure 40

41 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? Singaporean travellers are most likely to reconsider their trip in the event of a recent terror attack or in the likelihood of a natural disaster. % of travellers who would avoid a destination due to the following Inclement or extreme weather 45% 48% Recent political or social uprising 46% 48% Safety or security issues (e.g. spike in crime) 52% 53% Lack of or access to adequate medical facilities 32% 32% Recent terror attack/s 62% 63% Likelihood of a natural disaster (e.g. earthquake, typhoon) 54% 61% APAC Singapore * Percentage of respondents assigning score of 4-5 for each option is presented. 41

42 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? A recent terror attack is more likely to negatively affect a Singaporean female traveller s likelihood to travel than their male counterpart. Millennials are more likely to avoid travelling due to a recent terror attack, whereas Gen X and baby boomers would be more affected by the likelihood of a natural disaster. The more frequently they travel, the less likely a Singaporean traveller will avoid a destination that has had a recent terror attack. By gender % of travellers who would avoid a destination due to the following By age By travel frequency Inclement or extreme weather 52% 44% Inclement or extreme weather 44% 56% 47% Inclement or extreme weather 50% 47% 38% Recent political or social uprising 50% 43% Recent political or social uprising 42% 46% 51% Recent political or social uprising 46% 47% 38% Safety or security issues (e.g. spike in crime) 52% 53% Safety or security issues (e.g. spike in crime) 52% 47% 60% Safety or security issues (e.g. spike in crime) 56% 51% 43% Lack of or access to adequate medical facilities 27% 36% Lack of or access to adequate medical facilities 27% 39% 35% Lack of or access to adequate medical facilities 33% 30% 43% Recent terror attack/s 53% 69% Recent terror attack/s 65% 64% 58% Recent terror attack/s 48% 65% 63% Likelihood of a natural disaster (e.g. earthquake, typhoon) 56% 64% Likelihood of a natural disaster (e.g. earthquake, typhoon) 58% 67% 62% Likelihood of a natural disaster (e.g. earthquake, typhoon) 64% 57% 62% Male Female (Millennials) (Generation X) (Baby boomers) * Percentage of respondents assigning score of 4-5 for each option is presented. 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 42

43 CARE FOR ME Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply While less than half of APAC travellers would prefer to receive safety and security updates from their embassy/government, 74% of Singaporeans said they would. 52% also want to hear from immigration/border security or a transport provider. This signals a strong dependence or trust in government bodies to care for them when they travel. While friends and family is one of the top sources for APAC travellers, only 31% of Singaporeans would rely on them for security and safety updates. Preferred sources of safety or security updates Travel agent 31% 45% Booking site 36% 49% Transport provider (e.g. Airline, train line, bus company) 46% 52% APAC Singapore Hotel 35% 41% Tour operator 28% 38% Immigration/border security 36% 52% Embassy/government 45% 74% Friends/family 31% 49% Your employer if you re travelling for business 16% 21% Other provider, please specify 0% 0% 43

44 CARE FOR ME (continued) Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply Business travellers are much more likely to prefer receiving these updates from their travel agent or booking site compared to leisure travellers. Preferred sources of safety or security updates Travel agent 28% 50% Booking site 34% 50% Transport provider (e.g. Airline, train line, bus company) 46% 54% Hotel 31% 37% For business For leisure Tour operator 28% 35% Immigration/border security 42% 53% Embassy/government 62% 77% Friends/family 15% 35% Your employer if you re travelling for business 20% 31% Other provider, please specify 0% 0% 44

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