amadeus journey of me insights · 2017-10-20 · •vietnam (300). 3 methodology the research,...
TRANSCRIPT
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Amadeus Journey of Me InsightsWhat Asia Pacific travellers want
(New Zealand report)
Sample size: 250Amadeus Asia Pacific
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1. Methodology
2. Introducing the Journey of Me
3. The four themes
4. Demographic overview: Who we surveyed
5. What New Zealand travellers want
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1. Know Me
2. Inspire Me
3. Connect Me
4. Talk to Me
5. Delight Me
6. Care for Me
CONTENT
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• 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
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:
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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.
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INTRODUCING THE JOURNEY OF ME
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There are many Asias within Asia
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. For
instance, compared to APAC travellers in general (22%), New Zealand travellers are
much more likely to plan their travel on weekdays, after work (35%) and are a lot less likely do it while they’re on holiday,
(6% vs 25%).
1The right content, through the right
channel, at the right time
Beyond personalisation, connecting with travellers in a timely and intuitive manner
is equally important. While 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, what recommendations they want, and
how they want to receive it varies by country. While email is a popular channel
throughout APAC travellers in general (35%), travellers from New Zealand overwhelmingly prefer to receive
recommendations via this channel (70%).
4
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:
THE FOUR THEMES
The personalisation-privacy paradox
2Get real: Recommendations they
can trust
Rather than the glossy pictures of travel brochures or the carefully curated
Instagram feeds of celebrities, Asia Pacific travellers seek what’s genuine, and turn to their fellow travellers for inspiration. The research found that online booking
and review sites, along with word of mouth, have the largest influence on Asia Pacific travellers’ trip planning. While just
37% of APAC travellers value recommendations that save money,
more than half of New Zealand travellers (54%) do.
3
While 64% of respondents from APAC are open to sharing personal information
with travel service providers, only 56% of New Zealanders feel the same way. This must be carefully balanced against 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.
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KNOW ME and what I want, before I even want it
INSPIRE ME about the endless possibilities around travel and
technology
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
DELIGHT ME and bring the magic back into
travel, every step of the way
CARE FOR ME and keep me safe and secure
SO WHAT DO NEW ZEALAND TRAVELLERS WANT?
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_ Personalisation or privacy? While 64% of respondents from APAC are open to sharing personal information with travel service providers, only 56% of New Zealanders feel the same way.
_ Big screens vs small screens: Most New Zealand travellers research their trips (92%) and make bookings (86%) on laptops or desktop computers. Interestingly, 16% of respondents from New Zealand get someone else to do the booking for them when it comes to booking a trip, which is higher than the regional average (12%).
_ Recommendations that matter: For New Zealand travellers, recommendations that can help them save money are key at 54% vs. 37% in the rest of APAC. They are less interested in recommendations that make travel more comfortable, only 20% vs. 29% in the rest of APAC.
_ Who knows better: Overwhelmingly, travellers from New Zealand prefer to receive recommendations via email (70%) compared to other APAC travellers at 35%. Only 6% want to receive them via messaging apps such as WhatsApp compared to 20% in the rest of APAC. They also don’t want Social Media or travel apps to provide them with recommendations with only 10% interested vs. 19% in APAC for both categories.
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_ Opportunities to inspire: Compared to other APAC travellers, New Zealanders are much more likely to plan their travel on weekdays, after work (35% vs. 22%) and are a lot less likely than other APAC travellers to do it while they’re on holiday, only 6% compared to 25% APAC wide.
_ The influencers: New Zealanders are equally influenced by friends and family as well as online booking or travel sites when it comes to trip planning. They are less influenced by Social Media.
_ New technology: Augmented reality mobile apps and virtual reality are less interesting to travellers in New Zealand than in the rest of APAC. Sharing economy apps and services are not highly demand by New Zealand travellers. 56% have never used ridesharing apps like Uber and 53% have never used Airbnb, Couch Surfing or similar. This compares to only 25% and 32% respectively that have never used them APAC wide.
KNOW ME INSPIRE ME
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_ Reasons to stay connected: Accessing maps and location information (60%), researching activities at their destination (59%, of which is significantly higher than that of the regional average of 49%) and letting people know they are safe are the top three reasons that New Zealand travellers stay connected when they travel. Meeting new people using travel and social apps (14%) is lower when compared to the regional average (28%).
_ How to get connected: Most travellers from New Zealand use Wi-Fi (80%; higher than the regional average of 71%) to stay connected when they are travelling abroad. Only 23% of them use international roam-as-you-go services, which is lower than the regional average (33%).
_ Apps that add value: 80% of New Zealand travellers have never or only seldom used apps for travelling. Google Maps (15%), Trip Advisor (13%) and Facebook (8%) are the top three mobile apps used while travelling.
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_ A good time to ‘talk’: New Zealand travellers are most interested in receiving travel-based recommendations when they are first considering taking a trip (91%) and when they are evaluating travel options (88%). The percentage goes down through the whole planning and travel journey. After they have finished the trip, only 38% of them have interests in receiving travel-based recommendations.
_ “You can reach me via…”: 70% of travellers from New Zealand prefer to receive updates or recommendations about their trips through email, which is significantly higher than that of the regional average (35%). Other preferred choices include apps by travel companies (e.g. airline apps, hotel apps) (10%) and social media (10%).
CONNECT ME TALK TO ME
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_ Speak my language: 76% of respondents from New Zealand selected service staff (in hotel or shops) and tour guides (65%) who speak a language they speak/ understand as important to their trip, which is significantly higher than that of the regional average (47%/46%).
_ New world, new options: New Zealanders have not adopted sharing economy apps on a great scale. More than half of New Zealanders have never used apps like Uber to get around (56%) or apps like Airbnb, couch surfing on similar (53%). This compares to only 25% and 32% respectively that have never used them APAC wide.
_ Great expectations: 20% of New Zealand travellers say an airline has exceeded their expectations – this could be due to their national carrier Air NZ being one of the best in the world! Meanwhile, only 13% have been impressed by a booking site compared to the APAC average of 23%. Business travellers are also more likely to have been impressed by airlines (33% vs. 17% in leisure). Generally New Zealand travellers are most impressed by providers who can given them an excellent level of service.
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_ Travel stoppers: Recent terror attacks have the greatest effect (60%) on the likelihood of people travelling to certain destinations, while access to adequate medical facilities has the lowest impact on their travelling decisions (33%).
_ Safety updates: Embassy/ government (58%) and immigration/ border security are the top two channels that New Zealand travellers prefer to receive safety or security updates from at their destination and both of them are much higher than the regional average.
DELIGHT ME CARE FOR ME
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Demographic overviewWho we surveyed
Gender Travel frequency(number of trips made in the past 12 months)
Age Primary reason for travel
DEMOGRAPHIC OVERVIEWA snapshot of New Zealand travellers surveyed
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Male47%Female
53%
18 to 2410%
25 to 3423%
35 to 4425%
45 to 5414%
55 +28%
1-2 trips in the last 12 months
61%
3-7 trips in the last 12 months
36%
8-12 trips in the last 12 months
2%
13 trips or more in the last 12 months
1%
Business18%
Leisure78%
Other4%
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Know Meand what I want, before I even want it
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Q1. When it comes to researching your trip and making a booking, which device(s) do you use most? Select all that apply.
New Zealand travellers mainly research their trips (92%) and make bookings (86%) on laptops or desktop computers which is higher than the APAC average of 76% and 74% respectively. Bookings via mobile is a lot lower than the APAC average (only 11% compared to 46%) and research is only 28% compared to 54%.
KNOW ME
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76%
54%
21%
8%
92%
28%
18%
6%
Laptop/desktop computer
Mobile phone
Tablet
I get someone else to do it for me (e.g. atravel agency)
Research your trip
APAC New Zealand
74%
46%
16%
12%
86%
11%
11%
16%
Laptop/desktop computer
Mobile phone
Tablet
I get someone else to do it for me (e.g. atravel agency)
Book your trip
APAC New Zealand
Q2. When do you usually book your accommodation for a trip?
New Zealand travellers are less likely to book accommodation in advance of the flight/ transport (only 24% vs. 35% in APAC). Their preference is to do it at the same time as booking flight/ transport. Millennials are the least likely age group to book accommodation at the same time as their flight/ transport. Only 32% do so compared to 49% of gen x and 47% of Baby Boomers.
KNOW ME
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35%
36%
27%
2%
24%
42%
32%
2%
In advance of booking theflight/transport
At the same time when I'm bookingthe flight/transport
After booking the flight/transport,but before departure
After landing or reaching the destination
APAC New Zealand
When do travellers book accommodation By age
36%
32%
29%
3%
19%
49%
31%
1%
12%
47%
41%
0%
In advance of booking theflight/transport
At the same time when I'm bookingthe flight/transport
After booking the flight/transport,but before departure
After landing or reaching the destination
18-35 (Millennials) 36-51 (Generation X) 52-70 (Baby boomers)
Q3. When you travel for leisure, what types of travel recommendations do you find most useful? Please select the top two.
Recommendations that help save money (54% - much higher than the regional average of 37%) and help plan the itinerary (26%) are the top two most useful types of information according to respondents from New Zealand. Only 12% of respondents from New Zealand consider recommendations that make travel more comfortable, which is lower than the regional average of 17%.
KNOW ME
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37%
29%
17%
28%
27%
27%
24%
0%
54%
20%
12%
26%
21%
24%
25%
0%
Recommendations that help me save money
Recommendations that make my travel more comfortable
Recommendations that help me save time
Recommendations that help me identify the best sightseeingoptions
Recommendations that ensure my safety
Recommendations that help me plan my itinerary
Recommendations that expose me to new experiences
Other, please specify
APAC New Zealand
Most useful recommendations for leisure travel
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
Social network (e.g. friends/family) (44%) is the most popular source for receiving travel-based recommendations, followed by travel review sites (e.g. TripAdvisor) (43%) and online booking websites (e.g. Expedia, Goibibo, Skyscanner, kayak) (42%).
KNOW ME
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29%
34%
32%
50%
15%
18%
48%
47%
34%
4%
29%
26%
33%
42%
14%
20%
44%
43%
25%
9%
Airline website or app (e.g. Singaporeair.com, Koreanair.com,…
Hotel website or app
Travel agency
Online booking websites (e.g. Expedia, Goibibo, Skyscanner, kayak)
Hotel concierge
Airline in-flight magazine
Social network e.g. Friends/family
Travel review site (e.g. TripAdvisor)
Travel blogs/forums
None of the above
APAC New Zealand
Platforms that have sent travellers relevant travel recommendations
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?
While 64% of respondents from APAC are open to sharing personal information with travel service providers, only 56% of New Zealanders feel the same way.
KNOW ME
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8%
28%
49%
15%
12%
32%
48%
8%
Not at all open
Somewhat notopen
Somewhat open
Very open
APAC New Zealand
Openness to sharing personal information with travel providers
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Inspire Meabout the endless possibilities around travel and technology
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Q6. When do you do most of your travel planning?
Compared to other APAC travellers, New Zealand travellers are much more likely to plan their travel on weekdays, after work (35% vs. 22%) and are a lot less likely than other APAC travellers to do it while they’re on holiday, only 6% compared to 25% APAC wide.
INSPIRE ME
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5%
32%
14%
22%
25%
2%
2%
35%
16%
35%
6%
6%
When you’re commuting from one place to another
During the weekends
While you’re at work
Weekdays, after work
While you are on holiday
Others, please specify
APAC New Zealand
When travellers plan their travels
(Continued) Q6. When do you do most of your travel planning?
New Zealand business travellers do most of their travel planning at work during work hours (43%), while leisure travellers are far less likely to plan travel at work (10%) and are more likely to do so after work on weekdays (37%) or during the weekends (36%).
INSPIRE ME
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0%
28%
43%
24%
2%
2%
3%
36%
10%
37%
8%
7%
When you’re commuting from one place to another
During the weekends
While you’re at work
Weekdays, after work
While you are on holiday
Others, please specify
For business
For leisure
When travellers plan their travels
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
Friends/ family/ colleagues (word of mouth or through Social Media) as well as online booking or travel sites (Expedia, Skyscanner etc.) have the greatest influence in trip planning among other channels, followed by other popular choices such as traveller reviews (e.g. on sites like TripAdvisor).
INSPIRE ME
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0.6
1.0
0.6
0.3
0.5
1.2
1.2
0.6
0.1
0.4
1.2
0.3
0.4
0.6
1.3
1.3
0.6
0.1
Travel blogs or forums
Traveller reviews (e.g. on sites like TripAdvisor)
Social media (General or sponsored content on Facebook, Twitter, Instagrametc.)
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
APAC New Zealand
When travellers plan their travels
(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?
New Zealand female travellers are most influenced by word of mouth or Social Media, while New Zealand male travellers are most influenced by online booking or travel sites.
INSPIRE ME
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0.4
1.2
0.2
0.4
0.6
1.3
1.2
0.6
0.2
0.4
1.1
0.3
0.3
0.6
1.3
1.4
0.5
0.1
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 socialmedia)
Travel Guides (e.g. Lonely Planet, Discovery)
Celebrities or social media influencers
Male Female
Sources that influence travellers’ trip planning
Q8. Rank the following new technologies from highest to lowest, based on your interest in using them for planning or while on a trip.
Augmented reality mobile apps (50% vs. 65%) and virtual reality (38% vs. 51%) are less interesting to travellers in New Zealand than in the rest of APAC.
INSPIRE ME
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New technologies travellers are most interested in
1.0
1.4
1.2
0.8
1.0
0.7
1.0
1.3
0.9
1.0
Virtual Reality (e.g. via a headset or Google Cardboard) that allows youto preview or experience something you would see on your trip
An augmented reality mobile app that delivers digital overlayscontaining interactive information about the culture or history of the site
where you are at,using your phone camera
A 360 degree interactive video that allows you to experiencesomething you would see on your trip
A chat bot service to answer frequently asked questions or to help you ‘on the go’.
A virtual personal travel assistant or concierge that goes wherever you go
APAC New Zealand
51%
65%
56%
44%
53%
38%
50%
58%
42%
56%
Virtual Reality (e.g. via a headset or Google Cardboard) that allows youto preview or experience something you would see on your trip
An augmented reality mobile app that delivers digital overlayscontaining interactive information about the culture or history of the
site where you are at,using your phone camera
A 360 degree interactive video that allows you to experiencesomething you would see on your trip
A chat bot service to answer frequently asked questions or to help you ‘on the go’.
A virtual personal travel assistantor concierge that goes wherever you go
APAC New Zealand
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Connect Meso I can stay in touch with what’s important to me
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Q9. Why do you want to stay connected when you travel?
Kiwi travelers are less interested than other travelers in staying connected in order to meet new people (only 14% compared to 28% regionally). They are also less interested in doing so to use convenience apps like Uber, FoodPanda (24% vs. 34% regionally). This could be used to the low usage of these services in their home country.
CONNECT ME
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Why travellers want to stay connected when travelling
43%
32%
54%
28%
34%
49%
35%
55%
53%
0%
2%
49%
24%
48%
14%
24%
59%
32%
60%
58%
1%
5%
Keep up to date with what is happening in the world
Stay updated with work/business
Share pictures and experiences from my travels with friends and family
Meet new people using travel and social apps
Use convenience apps like Uber, Foodpanda, Grab, Deliveroo, Zomato…
Research things to do at the destination
Translate local language
Access maps and location information
Let people know I’m safe
Other, please specify
I prefer to disconnect completely when I travel
APAC New Zealand
Q10. How do you choose to stay connected when you are travelling abroad? Select all that apply
Most respondents from New Zealand use Wi-Fi (80%; higher than the regional average of 71%) to stay connected when they are travelling abroad. Only 23% of them use international roam-as-you-go services, which is lower than the regional average (33%).
CONNECT ME
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25%
36%
36%
43%
33%
71%
24%
26%
28%
36%
23%
80%
Mobile phone calls for emergencies only
Hotel-provided smartphone devices with free data and local calls (e.g.Handy)
International phone/data package purchased before leaving my homecountry
Local sim card purchased at the destination
International roam-as-you-go services
Wi-Fi
APAC New Zealand
How travellers choose to stay connected when travelling abroad
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’
CONNECT ME
To
p 3
mobile
apps u
sed
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Top 3 mobile apps used while travelling
Google Maps is the most popular mobile app used by New Zealand travellers while travelling, followed by TripAdvisor and Facebook. More than 80% of respondents from New Zealand have never used, or only seldom use, apps while travelling.
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Talk to Methroughout the entire journey, but on my terms
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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?
People are most interested in receiving travel-based recommendations when they are first considering taking a trip (91%) and when they are evaluating travel options (88%). The percentage goes down through the whole planning and travel journey. After they have finished the trip, only 38% of them have interests in receiving travel-based recommendations.
TALK TO ME
* Percentage of respondents from New Zealand choosing 'Interested' and 'Very interested' for each option is presented.
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95%
94%
90%
85%
83%
61%
91%
88%
83%
79%
71%
38%
When you are first considering taking a trip
When you are evaluating travel options
When you are making yourbookings/reservations
After booking but before you travel
During your trip
After you have finished the trip
APAC New Zealand
% of travellers interested in receiving travel-based recommendations
Q13. Which of the following do you prefer to use when it comes to receiving updates or recommendations about your trip?
70% of respondents from New Zealand prefer to receive updates or recommendations about their trips through email, which is significantly higher than that of the regional average (35%). Other preferred choices include apps by travel companies (e.g. airline apps, hotel apps) (10%) and social media (10%).
TALK TO ME
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20%
19%
35%
19%
7%
6%
10%
70%
10%
4%
Messaging service (e.g. WhatsApp, LINE, WeChat,KakaoTalk)
Apps by travel companies (e.g. airline apps, hotel apps)
Social media
Phone call
APAC New Zealand
Channels through which travellers prefer to receive updates & recommendations about their trip
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Delight Meand bring the magic back into travel, every step of the way
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Q14. How often do you use the following apps or services?
More than 80% of respondents from New Zealand seldom or have never used the apps and services mentioned, either for getting around (80%) or for their stays during a trip (82%), which is much higher than regional average (64%, 71%).
DELIGHT ME
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25%
39%
27%
10%
56%
24%
16%
4%
Never
Seldom
Often
VeryOften
Apps like Uber, etc. to get around during my trip
APAC New Zealand
32%
39%
22%
7%
53%
29%
16%
3%
Never
Seldom
Often
VeryOften
Apps or services like Airbnb, Couch Surfing etc. for stays during my trip
APAC New Zealand
(Continued) Q14. How often do you use the following apps or services?
DELIGHT ME
As expected, New Zealand millennials are the most likely age group to have used sharing economy apps. Business travellers are more likely to use ridesharing apps (33%) than leisure travellers (17%), as well as accommodation apps (22% of business travellers vs. 18% of leisure travellers).
There is also a notable difference in sharing economy adoption for those travelling more frequently compared to those who only travel once or twice per year. While only 10% of infrequent travellers use ridesharing apps and only 14% use accommodation apps, these figures more than triple for travellers that take eight or more trips per year.
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By travel frequency By age By travel type
27%
27%
25%
19%
9%
10%
Apps like Uber, Grab, Lyft, Ola, DidiChuxing etc.
to get around during my trip
Apps or services like Airbnb, CouchSurfing etc.
for stays during my trip
18-35 (Millennials)
36-51 (Generation X)
52-70 (Baby boomers)
33%
22%
17%
18%
Apps like Uber, Grab, Lyft, Ola, DidiChuxing etc.
to get around during my trip
Apps or services like Airbnb, CouchSurfing etc.
for stays during my trip
For business
For leisure
10%
14%
33%
23%
67%
67%
Apps like Uber, Grab, Lyft, Ola, Didi Chuxingetc.
to get around during my trip
Apps or services like Airbnb, Couch Surfingetc.
for stays during my trip
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
Q15. Why did you choose to use these sharing economy services and apps? Select all that apply
In general, for getting around during trips, New Zealand travellers chose apps that are easy to use/convenient (53%). Cost saving (47%) becomes the top factor when choosing apps for stays during trips.
DELIGHT ME
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43%
36%
34%
37%
60%
25%
47%
19%
25%
31%
53%
23%
Cost saving
Better quality/service
Better safety/security
More flexible solution
Easy touse/convenient
More local experience
Reasons for using apps to get around during trips
APAC New Zealand
46%
34%
29%
36%
48%
32%
47%
21%
17%
32%
43%
23%
Cost saving
Better quality/service
Better safety/security
More flexible solution
Easy touse/convenient
More local experience
Reasons for using services/ apps for stays during trips
APAC New Zealand
Q16. When you travel, how important is it for you to find each of the following at your destination?
76% of respondents from New Zealand selected service staff (in hotel or shops) and tour guides (65%) who speak a language they speak/ understand as important to their trip, which is significantly higher than that of the regional average (47%/46%). It’s to be expected that they expect people to speak their language (English) compared to other APAC travellers so it makes sense. Religious facilities was by listed by fewer respondents from New Zealand as important (21%), compared to the regional average (32%).
DELIGHT ME
* Percentage of respondents from New Zealand choosing ‘Somewhat important’ and 'Very important’ for each option is presented.
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36%
47%
46%
32%
40%
25%
76%
65%
21%
38%
Food and beverage from your home country
Service staff (in hotel or shops) who speak a language youspeak/understand
Tour guides who speak a language you speak/understand
Religious facilities
Newspapers or TV programmes in language(s) you speak/understand
APAC New Zealand
% of travellers that say it’s important to find the following at destination
Q17. Based on your past travel experiences, which of the following travel service providers have impressed you and exceeded your expectations the most?
20% of responses say an airline has exceeded their expectations – this could be due to their national carrier Air New Zealand being one of the best in the world! Whereas only 13% have been impressed by a booking site compared to the APAC average of 23%. Business travellers are also more impressed by airlines (33% vs 17% in leisure). Generally New Zealand travellers aremost impressed by services or providers who can give them an excellent level of service. Baby boomers are the hardest to please with 29% saying that a provider has never exceeded their expectations compared to 12% in millennials and 15% in Generation X.
DELIGHT ME
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15%
24%
23%
13%
11%
14%
20%
20%
13%
17%
12%
18%
Airlines
Hotel or other accommodation providers
Booking sites
Travel agent
Tour operators
A travel provider has never exceeded myexpectations
APAC New Zealand
Travel service providers that have impressed travellers and exceeded expectations the most
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Care for Meand keep me safe and secure
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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?
Recent terror attacks have the greatest effect (60%) on the likelihood of people travelling to certain destinations, while access to adequate medical facilities has the lowest impact on their travelling decisions (33%).
CARE FOR ME
* Percentage of respondents from New Zealand assigning score of 4-5 for each option is presented.
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38
45%
48%
52%
32%
62%
54%
36%
47%
36%
33%
60%
41%
Inclement or extreme weather
Recent political or social uprising
Safety or security issues (e.g. spike in crime)
Lack of or access to adequate medical facilities
Recent terror attack/s
Likelihood of a natural disaster (e.g. earthquake,typhoon)
APAC New Zealand
% of travellers who would avoid a destination due to the following
Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply
Embassy/ government (58%) and immigration/ border security (50%) are the top two channels that respondents from New Zealand prefer to receive safety or security updates from at their destination and both of them are much higher than regional average with embassy at 45% and immigration/ border security at 36%.
CARE FOR ME
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45%
49%
46%
41%
38%
36%
45%
49%
16%
0%
41%
38%
46%
44%
32%
50%
58%
39%
24%
1%
Travel agent
Booking site
Transport provider (e.g. Airline, train line, buscompany)
Hotel
Tour operator
Immigration/border security
Embassy/government
Friends/family
Your employer if you’re travelling for business
Other provider, please specify
APAC New Zealand
Preferred sources of safety or security updates
(continued) Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply 80% of baby boomers expect their embassy or government to provide them with safety/ security updates at their destination whereas only 45% of millennials and 52% of Gen X looks to them for updates. Similarly, 66% of baby boomers would look to a travel provider for updates compared to 36% for both millennials and Gen X.
CARE FOR ME
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Preferred sources of safety or security updates40%
40%
36%
52%
26%
50%
45%
50%
29%
0%
38%
34%
36%
42%
28%
52%
52%
32%
24%
0%
51%
46%
66%
46%
46%
43%
80%
34%
20%
3%
Travel agent
Booking site
Transport provider (e.g. Airline, train line, buscompany)
Hotel
Tour operator
Immigration/border security
Embassy/government
Friends/family
Your employer if you’re travelling for business
Other provider, please specify
18-35 (Millennials)
36-51 (Generation X)
52-70 (Baby boomers)
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