August 10, 2016 |
Americans also care about ground transportation and airport shuttles and think loyalty points are key to booking travel
SAN FRANCISCO—August 10, 2016—Switchfly, Inc., the technology company powering travel search/booking, loyalty program engagement and ancillary merchandising solutions for the world's most celebrated airlines, hotels, online travel agencies and financial services companies, today announced the results of Forrester’s Q2 Online Benchmark Recontact Omnibus Survey, fielded on behalf of Switchfly Inc., which examined the behaviors of American travelers and their thoughts on hotel and airline ancillary selections. The national survey was fielded to 9,996 US Online Adults (18+, online weekly or more) in June 2016.Email Is a Must When it comes to what travelers pay for to make their trips more comfortable, in-room Wi-Fi is at the top of the leader board, with almost one in five US Online Adults revealing that they’ve made this purchase in the last 12 months (18 percent). This is followed by:
While airport shuttles were the third most popular ancillary, it’s also the service Online Adults are most unaware of, with 23 percent admitting they’ve never heard of this service. This is followed by in-room services (20 percent), in-flight Wi-Fi (19 percent), priority boarding, ground transportation, in-flight media and extra bags (18 percent each), upgraded seating (17 percent) and in-room Wi-Fi (16 percent).In-Flight Entertainment More Important Than a Mini-Bar When asked which ancillary service they’ve heard of but have no intention of purchasing, more than half of US Online Adults selected in-room services (54 percent).
What else don’t travelers want?
“We’ve found that travelers want their ancillary services on their own terms, and they want to be able to pick and choose the services they do and don’t want, like in-room Wi-Fi or ground transportation,” said Daniel Farrar, CEO of Switchfly. “This survey helps us recognize what Americans are really looking for. At Switchfly, we work with our clients to make ancillary purchases as quick and convenient as possible for their customers, giving them what they want, when they want it.”Flexibility Is Key
Media Contact: Gaby Perez-Silva