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Survey: Low user satisfaction for branded travel apps
Although travel apps are fairly ubiquitous for today’s traveler, user-friendliness leaves a lot to be desired.
The latest J.D. Power survey found low levels of user satisfaction for many apps with airline, hotel, and car rental customers.
The survey found in general that many travel apps are not meeting user expectations, the first J.D. Power U.S. Travel App Satisfaction Study found.
"While some travel apps are delivering on their promise, others are missing the mark that can significantly influence traveler perception of brands and services," J.D. Power travel intelligence analyst Michael Taylor said.
He said performance varies widely when assessing the quality of searching and booking functions.
Ease of use was most important to customers but many hotel and airline apps are falling short.
The major complaint with airline apps is the slow loading times.
JetBlue performed best for airline apps, followed by Southwest and Alaska Airlines.
In the hotel segment, World of Hyatt was top ahead of IHG and Hilton Honors.
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Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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