National Consumer Agency

Market Research Findings:Travelling Abroad

June 2012Research Conducted by

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Research Methodology and Sample Profile

Key Findings

Main Findings: Travelling Abroad

Table of Contents

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Research Methodologyand Sample Profile

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17

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)