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Business Travelers Demand Better Day-of-Travel and In-Trip Alerts
|By Business Wire
|July 28, 2014 12:00 PM EDT
Business travelers crave proactive, personalized communication when they
travel, yet most third-party travel providers are falling short,
according to a new survey of more than 550 business travelers by FlightView,
the day-of-travel information company.
“Proactive travel alerts and notifications are a critical element of the
business travel experience,” said Mike Benjamin, CEO of FlightView.
“Yet today, most third-party providers are only providing the bare
More than 90% of business travelers expect updates on the status of
their flight sent directly to their phone when they travel. Travel
providers, however, can’t stop there: nearly 50 percent of business
travelers want providers to go one step further and alert the relevant
parties affected by itinerary changes. Among the business travelers
surveyed, when there is a change in plans:
76% want the airline for their connecting flight notified (if flying
51% want their hotel notified
40% want their ground transportation notified
38% want their friends and family notified
“Connected information-sharing has the potential to make everything
easier and more efficient – from picking up a rental car to checking-in
at a hotel to making dinner reservations,” said Mike Benjamin. “While
providing timely updates to travelers when something changes is an
absolute necessity, providers can add even more value by distributing
these updates on their customers’ behalf to other service providers
across the travel chain.”
The need for sharing information across the travel chain stems from the
stress of having to manage itineraries in the face of uncertainty and
change plans on the fly. In fact, the top two travel stressors for
business travelers, according to FlightView’s survey, are the lack of
transparency concerning delays and cancellations and the fear of missing
a connecting flight. Security lines and associated wait times was the
third biggest stressor, followed by airline baggage policies and the
“Business travelers want to spend less time worrying about their travel
itineraries and managing adjustments when disruptions occur, and more
time focusing on work, achieving their business goals, and having some
stress-free down-time in between,” said Benjamin. “Managed travel
companies and other providers have an immense opportunity to provide
better customer care simply by being more proactive and transparent with
Online Travel Agents Come up Short on Mobile
FlightView also looked into business travelers’ satisfaction with
third-party mobile offerings. According to the FlightView’s survey, less
than 30 percent of business travelers have booked a flight through a
third-party (non-airline) mobile app in the last 12 months. Even worse,
only 35 percent use mobile apps from online travel agents (OTAs) when
Business travelers pointed out several mobile improvements that OTAs
could make to improve usage:
60% want mobile functionality to rebook on another flight if there’s a
55% want OTAs to provide proactive, mobile updates on the status of
46% want better usability
45% want more useful day-of-travel information -- like terminal maps,
airport amenities and location-based offers and services – to be
included in mobile apps
“Travelers are willing and eager to engage with third-party apps during
their trips, but few OTAs’ mobile offerings provide the actionable
information customers expect,” said Benjamin. “OTAs looking to boost
mobile engagement should focus first on improving the quality and
quantity of their day-of-travel information, which in turn, will make
life easier on the business traveler.”
For the full survey findings, including both business and leisure
travelers, get a complimentary copy of FlightView's new report - Building
Loyalty and Maximizing Engagement with the Connected Traveler - here.
FlightView's research features the responses from 552 business
travelers. The survey was pushed to users of FlightView's Android and
iPhone flight-tracking app, and launched and completed in April 2014.
FlightView is the recognized provider of the most accurate, real-time
flight information solutions for the aviation and travel industries.
FlightView's Dispatch and FVXML products help aviation and travel
professionals achieve superior customer service with actionable
real-time information. FlightView's information displays can be seen at
airport terminals and on the Web sites of the largest major airports,
airline and travel companies. FlightView's software services and
solutions are relied upon by the US government, the world's largest
airlines, airports, aviation and travel professionals, ground
transportation companies and news outlets. Founded in 1981, and
headquartered in Boston, Massachusetts, FlightView has more than 20
years of experience in building and supporting mission critical systems
for the FAA and the Volpe Center. To access real-time flight information
online, visit FlightView Flight
Tracker or FlightView Mobile
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