Internet booking gets mixed reviews

Saturday, 29 Jun, 2004 0

Consumers are searching, but not booking.

That was one major conclusion from another study of who’s doing what on the internet produced by TNS NFO and The Conference Board.

Two-thirds of consumers are now using the internet to make travel arrangements. But the study found they were more inclined to use the internet for research than for booking.

Why?

Concern about the security of credit card information was the major reason cited by the report.

“Security concerns continue to prevent a significant proportion of consumers from purchasing products and services online,” said Lynn Franco, director of The Conference Board’s Consumer Research Center.

At the same time, however, the study found those using the internet had a high level of satisfaction. Eighty-eight percent were either “extremely” or “somewhat” satisfied using the internet for all types of travel arrangements.

Not surprisingly, consumers were most satisfied with their ability to book online airfares, with 43% extremely satisfied. Another 36% were pleased with their access to booking lodging.

But about twice as many consumers said they planned to use the internet to research lodging and airline rates compared to those who plan to book online.

The report found that travel search engines were preferred methods of making travel arrangements. It also found that men are more likely than women to use Travelocity, Orbitz, Expedia and other sites for setting up travel plans.

Report by David Wilkening

David

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