United Kingdom
United States
Asia Pacific
75% of business travellers book on internet
Three-quarters of US business travelers use the internet as their primary means of arranging their business travel.
The survey of more than 550 business travellers in the US found that 71% book their business travel primarily online, a trend that has been increasing in the three years since Accenture began fielding the survey.
In contrast, only 22% of respondents reported that their preferred booking method is by telephone with a live agent, down from 36% in 2003.
Additionally, the vast majority (87%) of respondents said they have used airport kiosks to check in, and more than two-thirds (69%) of those who have used the kiosks said they did so largely for their convenience.
According to the survey results, over the past year there has been a significant shift away from low-cost carriers and back toward major network airlines for both business and personal travel. More than three-quarters (82%) of respondents said they primarily use major carriers for business travel, up from 72% last year. Similarly, more than two-thirds (69%) reported using major carriers for personal travel this year, compared with 53% last year.
“Major network carriers and hotel companies should be keenly aware that aspects beyond price, such as convenient schedules, are deciding factors for many business travellers,” said a spokesman. “We continue to see that service and convenience – from the website to the aisle seat to the hotel room – remain top concerns for travellers.
“Companies that provide convenience, good prices and quality service on a consistent basis can win the lucrative business traveler.”
Other key findings of the survey include:
*Mid-range hotels are making a comeback. More than three-quarters (81%) of respondents said they use mid-range hotels as their primary accommodation for business travel, up from 56% last year. In contrast, only 10% of respondents said they use budget chain hotels as their primary accommodation, down from 25% last year.
*The greatest number of respondents, 33%, ranked proximity to meetings or office as the top requirement in their choice of hotel rooms.
*Only 15% cited the availability of high-speed or wireless internet as one of their main criterion.
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