Sept eBulletin - How Travel Sites Can Get Their Groove Back: "the issue of brand-neutral consumers looking for the best deal, and now it's only getting easier be that kind of consumer."
Hotels...should try to provide the guaranteed best price on a regular basis through their own Web site, with a Web site that is VERY rich in information so that I can get a good view of the room and the environs. I should be able to research, book and purchase a travel experience on the property owner's Web site. That's where they want to be.
E-mail is on everyone's radar screen right now. Everyone's got perfect information about the right way to do this, and I think it's just a question of how easy it can be done in their company, but sending personalized e-mail that's relevant, timely and customized is what everyone wants to do. Some are doing it, a lot aren't, and I think the consensus is developing a really strong database of opt-in e-mail recipients and sending them really relevant values is the way to go. It is easier said than done.
I think the e-mail problem is something that can be tackled and it can be done well and it can be done right, but it's not just an Internet issue. I think that level of personalization really has to extend into the experience itself. I think that especially for high-end suppliers, they're going to have to take that data and provide an increasingly personalized experience -- for hotels, once they're in the room and beyond. They have the data, they know the profile, and it has to go beyond just the e-mail. It has to become a total service solution.
eMarketer: There seem to be a lot of untapped opportunities out there.
DT: Have you flown JetBlue? They do a number of things that are very effective in making the passenger feel that they made a good decision, that they are cared about, that this is a quality experience, and it probably costs JetBlue next to nothing. I think it's really one of a very small handful of profitable airlines that has any level of brand loyalty, and the irony is that they probably spend less on their retention programs than anyone else. They have a very small-scale points program.
May 16 2002: Nua Internet Surveys: Increase in online requests for quotes: "online request for quotes from the service industry have increased by 180 percent in the past 14 months...Ten of the top 50 service categories in which online quotes are requested, are travel-related, while six are insurance-related."
Service Seekers Stay in the 'Hood: "Ten of the top 50 service categories are travel-related, reflecting the tremendous growth in online travel services in recent years.
Six of the top 50 service categories are insurance-related, reflecting widespread acceptance and trust in seeking insurance providers and rates online.
More than 15 percent of all consumers looking for products and services on the Web fall outside of any metropolitan area, confirming the wide reach of the Internet and its ability to eliminate borders and geography as access barriers."
TIA - Press - Press Releases: "TIA SHOWS CONTINUED GROWTH IN ONLINE TRAVEL BOOKERS; NEARLY ONE-THIRD BOOK ALL THEIR TRAVEL ONLINE"
More than 64 million online travelers—-30 percent of the U.S. adult population—-used the Internet last year to get information on destinations or to check prices or schedules. Of that group, 42.2 million actually booked travel online during 2003.
The number of Americans using the Internet for travel planning has stabilized at 64.1 million, due to the slower growth of “wired” households in the U.S. Still, the number of travelers booking airline tickets, hotel rooms and other travel services online continues to grow.
In 2003, over 42 million people—-or two-thirds of all online travel planners—-booked travel using the Internet, up 8 percent from 2002. And the number of online bookers doing all of their travel booking online continues to grow, with 29 percent now doing so, versus 23 percent in 2002.
“Greater use of the Internet seems to be changing travel patterns in other ways as well,” remarked Dr. Suzanne Cook, senior vice president of research for the Travel Industry Association of America. “The enhanced accessibility of last minute specials via the Internet, as well as low prices on last minute travel, is stimulating later booking patterns.”
Airline tickets continued to be the most frequently purchased travel products online, reported by 75 percent of all online travel bookers. This was followed closely by accommodations at 71 percent, a dramatic increase from 57 percent in 2002. Rental cars were the third most popular travel service or product booked online (43%). Online travel bookers spend an average of $2,600 online in a year, up from $2,300 in 2002.
The use of e-mail to market travel promotions has become an effective tool for travel suppliers such as hotels and airlines to generate additional business. Over 35 million online travelers have signed up with a travel supplier website or online travel service to receive e-mail offers and promotions. In addition, 10 million have been influenced by an e-mail promotion to actually take a trip they otherwise would not have taken.
UK Travel Insurance 2003: Table of Contents: "CHAPTER 1 EXECUTIVE SUMMARY3
Introduction3
Market context3
Travel insurance grew by 5.2 per cent in 20023
In 2003 business volumes were not affected by global events overall4
The slow and steady growth of annual policy sales continues4
Customer focus5
Growth in the number of visits abroad slowed in 2002 but picked up in the first half of 20035
Inclusive holidays declined to 51.8 per cent of all holidays5
Growth opportunities exist in areas such as short breaks, young travelers, and those visiting friends and relatives6
Distribution7
The travel trade still dominates travel insurance distribution7
Competitive Dynamics7
Axa was the travel insurance market leader in 20027
Underwriters� experience in 2003 will have varied depending on their distribution channels8
Four of the top ten travel insurance advertisers are retail banking providers8
Future decoded9
The travel trade will continue to lose market share to low cost providers"
US travel market stats overview
file:///C:/Documents%20and%20Settings/Gill/Local%20Settings/Temporary%20Internet%20Files/Content.IE5/LM4F8R9V/479,26,Visitor Trends Occurring More Often Since 9/11
Travel insurance sales up 61% since pre-9/11, according to Access America
E-Travel Trends
Online leisure travel bookings will total $27 billion this year, 28% of all online sales. (Forrester Research)
Internet encouraging late booking trends
Transparent pricing and consumer control
Online hotel sales soaring – up 49% in 2002 – will increase from 9% of total bookings in 2002 to 20% by 2005 (PhoCusWright)
Travel Commerce Conference & Expo: "Prior to September, eight to 10 percent of leisure travelers purchased insurance primarily for luggage or cancellation policies. Since then, travelers buying insurance has more than tripled, to 32-40 percent, and Travel Guard's sales have risen 75-100 percent over the same period, October - January. " (2003)
posted by Jen @ 10:06 AM
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