More biz travellers book online

Increasing numbers of business travellers now book their trips online, accoding to the results of a new survey.  

The web-based poll of 410 UK corporate travelers in August found that 58% book online, up from 52% last year and 47% in 2003. 

More than three-quarters (78%) use the internet to research flight times and availability. Meanwhile, 72% research hotel availability online, while 65% reserve rooms electronically, according to the survey by global management consulting, technology services and outsourcing firm Accenture. 

But the number of business travellers checking in for flights online remains almost static at just 20%, a decline of one percentage point over 2004.

However, some four in ten (39%) of business travellers use self-service kiosks to check in and get boarding passes. When these respondents were asked why they prefer kiosks, 66% said they were more convenient than working with a check in agent.   

Nearly three-quarters (71%) of respondents in the poll expect their use of low-cost carriers to remain the same or increase in the next six months. More than three-quarters (76%) said they would increase their usage of these carriers if there were more flights into main airports. 

Almost half (49%) reported having used major carriers, compared to 54% in the previous survey in February. 

Accenture transportation & travel services practice partner Alex Cruz said: “Consumers today go online to arrange travel the same way they do to bank, shop and chat with friends.

“The smartest companies in the travel industry will make meeting their customers’ demands for online services a top priority not only to satisfy their guests but to help cut operating costs and improve efficiency.”

Fifty eight per cent said their preferred hotel does not recognise them as frequent customers, 15% reported their preferred hotel recognises them but does not offer special services and 17% said their preferred hotel recognises them and some of their basic preferences.

“Hotels need to tap into their customer information and use it to gain insight into guest preferences and trends as well as ways to create strong loyalty among their most profitable customers, which oftentimes is the business traveller,” said Cruz.

Other key findings include:

• Respondents report price as the top influencer in choosing a hotel. Price is followed by proximity to business activity, service from staff and brand or reputation of the hotel. 

• While more business travellers are staying in budget chain hotels (35% vs. 11% in 2003), half of this year’s respondents report using mid-range chains. 

• In a trend that has remained constant since last year, more than one-third (37%) of respondents have experienced maintenance-related travel delays or cancellations in the past six months.

• While booking ahead has been promoted as a way get to better fares, only 28% of UK business travellers report booking airfare more than 14 days in advance while just 24% book 8-14 days ahead.  Making arrangements 2-7 days in advance was the most common response with 39%.

Report by Phil Davies