national consumer agency market research findings: travelling abroad june 2012 research conducted by
TRANSCRIPT
National Consumer Agency
Market Research Findings:Travelling Abroad
June 2012Research Conducted by
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Making Complaints
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Research Methodology and Sample Profile
Key Findings
Main Findings: Travelling Abroad
Table of Contents
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Making Complaints
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Research Methodologyand Sample Profile
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Making Complaints
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48
28
22
26
19
2816
1826
49
5251
Profile of Sample and Research Methodology
Gender Age Social Class Region
Male
Female
16-24
35-44
55+
Dublin
Rest ofLeinster
Munster
Conn/Ulster
ABC1/F50+
C2DE/F50-
%%%%
25-34
45-54
(Base: All adults aged 16+ – 1,001)
• A nationally representative sample of 1,001 adults aged 16+ was achieved via means of an online omnibus.
• Fieldwork was conducted between 14th – 22nd May 2012.
• A nationally representative sample of 1,001 adults aged 16+ was achieved via means of an online omnibus.
• Fieldwork was conducted between 14th – 22nd May 2012.
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Key Findings
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Key Findings - I
• 6 in 10 (58%) Irish adults plan to travel abroad this year with the majority travelling to European countries.
• 20% plan to use travel agents to book their holidays.
• 2 in 3 (64%) assert they will take out travel insurance for their holiday this year; substantial differences across the age groups are observed; just 44% of the 16-24 age group plan to take out travel insurance, this increases to 78% for those over 55.
• Just over 2 in 3 (68%) who take out travel insurance compare different product providers.
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Key Findings - II
• Incidence of problems experienced when abroad on holidays• 17% of Irish adults have experienced problems with their flights • 14% have had difficulty in relation to their bank card • 12% experienced accommodation related problems.
• Consumers were most likely to complain with regard to accommodation (71%) and making claims on travel insurance (69%) when they have experienced problems.
• 54% check phone roaming costs before travelling abroad and 42% check banking charges.
• Over 1 in 4 (27%) found the cost of phone roaming costs to be higher than expected and for 1 in 5 (19%) found bank charges to be higher than expected when abroad.
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Main Findings:Travelling Abroad
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Plans to Travel Abroad This Year
Planning to Travel Abroad (n=578)
Gender
Male
Female
Age
16-24
25-34
35-44
45-54
55+
Region
Dublin
Rest of Leinster
Munster
Conn/Ulster
Social Class
ABC1F50+
C2DEF50-
5956
5461
5253
64
6752
5850
6750
Almost 6 in 10 (58%) adults plan to travel abroad on holidays this year. Adults from Dublin and higher socio-economic groups are more likely to travel abroad whilst 35-
54’s, Rest of Leinster, Connacht/Ulster and lower socio-economic cohorts are less likely.
Almost 6 in 10 (58%) adults plan to travel abroad on holidays this year. Adults from Dublin and higher socio-economic groups are more likely to travel abroad whilst 35-
54’s, Rest of Leinster, Connacht/Ulster and lower socio-economic cohorts are less likely.
(Base: All adults aged 16+ - 1,001)
%%
58%13%
29%Yes
Don’t know
No
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Countries People Intend to Visit This Year
Spain is the most popular destination for Irish adults this year with 12 of the top 15 most popular destinations in Europe. Outside of Europe Irish adults are going to America, Australia and Canada.
Spain is the most popular destination for Irish adults this year with 12 of the top 15 most popular destinations in Europe. Outside of Europe Irish adults are going to America, Australia and Canada.
(Base: All who plan to travel abroad this year - 578)
36
28
13
13
11
10
6
4
Spain
UK
America/USA
France
Italy
Portugal
Germany
Poland
%
3
3
3
2
2
2
2
Australia
Canada
Netherlands
Greece
Croatia
Turkey
Sweden
%
* All others 1% or less
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Use of Travel Agent to Book Holidays
Planning to use a Travel Agent (n=117)
Gender
Male
Female
Age
16-24
25-34
35-44
45-54
55+
Region
Dublin
Rest of Leinster
Munster
Conn/Ulster
Social Class
ABC1F50+
C2DEF50-
2417
171923
1823
242120
13
1724
1 in 5 (20%) plan to use a travel agent when planning their holiday. Adults from Connacht/Ulster
are least likely to use a travel agent.
1 in 5 (20%) plan to use a travel agent when planning their holiday. Adults from Connacht/Ulster
are least likely to use a travel agent.
20%
10%
70%Yes
Don’t know
No
%%
(Base: All who plan to travel abroad this year - 578)
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Intention to Take Out Travel Insurance
Planning to Take Out Travel Insurance (n=372)
Gender
Male
Female
Age
16-24
25-34
35-44
45-54
55+
Region
Dublin
Rest of Leinster
Munster
Conn/Ulster
Social Class
ABC1F50+
C2DEF50-
6564
445860
7578
69646260
6861
Almost 2 in 3 (64%) of those who plan to travel abroad are intending to take out travel insurance.
Less than half (44%) of 16-24 year olds think they will take out travel insurance whereas 3 in 4 of those over
the age of 45 will take out insurance.
Almost 2 in 3 (64%) of those who plan to travel abroad are intending to take out travel insurance.
Less than half (44%) of 16-24 year olds think they will take out travel insurance whereas 3 in 4 of those over
the age of 45 will take out insurance.
64%6%
30%Yes
Don’t know
No
% %
(Base: All who plan to travel abroad this year - 578)
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Been Abroad on Holidays in the Past Three Years
Been Abroad in Past Three Years (n=796)
Gender
Male
Female
Age
16-24
25-34
35-44
45-54
55+
Region
Dublin
Rest of Leinster
Munster
Conn/Ulster
Social Class
ABC1F50+
C2DEF50-
8079
808081
7879
8580
7676
8475
4 in 5 (80%) Irish adults have travelled abroad on holidays in the past three years. Of those who
have, people from Dublin were most likely to travel abroad (85%) whereas lower socio-economic
groups were least likely to travel abroad (75%).
4 in 5 (80%) Irish adults have travelled abroad on holidays in the past three years. Of those who
have, people from Dublin were most likely to travel abroad (85%) whereas lower socio-economic
groups were least likely to travel abroad (75%).
80%
20% YesNo
%%
(Base: All adults aged 16+ - 1,001)
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Do you Compare Different Travel Insurance Product Providers?
All Who Compare Providers (n=441)
Gender
Male
Female
Age
16-24
25-34
35-44
45-54
55+
Region
Dublin
Rest of Leinster
Munster
Conn/Ulster
Social Class
ABC1F50+
C2DEF50-
5352
315251
6264
5356
5150
5550
Just over half (53%) of Irish adults compare travel insurance providers when travelling
abroad [equivalent to 68% for those taking out travel insurance]. This falls to just 31% for those under the age of 25 whilst those over
the age of 45 are most likely to compare insurance providers.
Just over half (53%) of Irish adults compare travel insurance providers when travelling
abroad [equivalent to 68% for those taking out travel insurance]. This falls to just 31% for those under the age of 25 whilst those over
the age of 45 are most likely to compare insurance providers.
53%
22%
25%Yes
Have not taken/Do not
plan to take out insurance
No
% %
(Base: All who plan on travelling abroad or who have travelled abroad in the past three years – 836)
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76%24%
Criteria Used for Comparing Travel Insurance Providers
Price
Nearly every Irish adult (98%) who compares travel insurance providers uses ‘price’ as a selection criteria. 94% look at the ‘level of cover’ yet only 3 in 4 (76%) take ‘other terms and
conditions’ into consideration.
Nearly every Irish adult (98%) who compares travel insurance providers uses ‘price’ as a selection criteria. 94% look at the ‘level of cover’ yet only 3 in 4 (76%) take ‘other terms and
conditions’ into consideration.
%
(Base: All who compare travel insurance - 441)
98%2%
Yes
No
Level of Cover
%Yes
No
Other Terms and Conditions
%
Yes
No94%
6%
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88%
12%
17%83
%
Problems When Abroad on Holidays
Flights
17% of Irish adults have experienced problems with their flights when travelling
abroad, 14% have had difficulty using their bank
card while abroad and 12% had problems with their
accommodation. Just 8% of Irish adults have
experienced problems with car hire or claiming travel
insurance on holidays.
17% of Irish adults have experienced problems with their flights when travelling
abroad, 14% have had difficulty using their bank
card while abroad and 12% had problems with their
accommodation. Just 8% of Irish adults have
experienced problems with car hire or claiming travel
insurance on holidays.
%
(Base: All who have travelled abroad on holidays in the past three years - 796)
Yes
No
Using Bank Card While Abroad
%
86%
14%
Yes
No
Accommodation
%Yes
No
Car Hire
%
8%92%
Yes
No
Claiming on Travel Insurance
%
92%
8%Yes
No
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64%
36%
Whether or Not Complained About Problem
Flights (n=138)
Circa 7 in 10 adults complained when they
experienced a problem in relation to accommodation
(71%) or in relation to claiming on travel
insurance (69%). 16-24 year olds are least likely to
complain about problems across the board.
Circa 7 in 10 adults complained when they
experienced a problem in relation to accommodation
(71%) or in relation to claiming on travel
insurance (69%). 16-24 year olds are least likely to
complain about problems across the board.
%
(Base: All who experienced a problem while abroad on holidays - 266)
No
Using Bank Card While Abroad (n=109)
%
40%
60%No
Accommodation (n=99)
%
71%
29%
No
*Caution small base size
Car Hire (n=67)*
%
57%
43%
Yes
No
Claiming on Travel Insurance (n=67)*
%
69%
31%
Yes
No
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Whether Problem was Resolved to Your Satisfaction
Flights (n=138)
Just over half (54%) with flight problems said it was resolved to their satisfaction. For bank cards it is 2 in 3 (64%) and 7 in 10 (69%) were satisfied with the
solution to accommodation problems. 3 in 5 (61%) who have experienced difficulty with car hire abroad had their problem resolved to their satisfaction
and over half (54%) with travel insurance issues contend that a satisfactory solution was found.
Just over half (54%) with flight problems said it was resolved to their satisfaction. For bank cards it is 2 in 3 (64%) and 7 in 10 (69%) were satisfied with the
solution to accommodation problems. 3 in 5 (61%) who have experienced difficulty with car hire abroad had their problem resolved to their satisfaction
and over half (54%) with travel insurance issues contend that a satisfactory solution was found.
%
(Base: All who experienced a problem while abroad on holidays - 266)
54%
46%
Yes
No
Using Bank Card While Abroad n=(109)
%
65%35
%
Yes
No
Accommodation (n=99)
%
69%31
%
Yes
No
*Caution small base size
Car Hire (n=67)*
%
61%
39%
Yes
No
Claiming on Travel Insurance (n=67)*
%
54%46
%
Yes
No
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54%
46%
Do You Check the Following Before Going on Holidays
Phone Charges When Abroad
Slightly more than half (54%) of Irish adults check the roaming charges for their phones before travelling abroad while just 4 in 10 (42%) check bank charges before travelling.
Interestingly 38% do not check either.
Slightly more than half (54%) of Irish adults check the roaming charges for their phones before travelling abroad while just 4 in 10 (42%) check bank charges before travelling.
Interestingly 38% do not check either.
%
YesNo
Bank Charges When Abroad
%
42%
58%
Yes
No
(Base: All who plan on travelling abroad or who have travelled abroad in the past three years – 836)
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Costs of Phone Roaming Charges While Abroad
Costs of Bank ChargesWhile Abroad
20
16
7
37
7
2
3
Costs of Phone Roaming and Bank Charges While Abroad
Phone roaming costs fall in-line with the expectations of 63% of Irish adults. Just 10% say they are lower than expected while over 1 in 4 (27%) feel they are higher. Bank
charges are more closely aligned with expectations at 72% of the population. Just 9% feel they are less expected and 19% think they are more than expected.
Phone roaming costs fall in-line with the expectations of 63% of Irish adults. Just 10% say they are lower than expected while over 1 in 4 (27%) feel they are higher. Bank
charges are more closely aligned with expectations at 72% of the population. Just 9% feel they are less expected and 19% think they are more than expected.
%Substantially lower
than expected (1)
(Base: All who have travelled abroad on holidays in the past three years - 796)
In-line with expectations (3)
62
72
(27)
(2) (4)Substantially higher
than expected (5)
(19)
(10)
(9)