Online bookings popular, but...
dubai — Thanks to one of the highest Internet penetration rates in the world, the tech-savvy UAE residents are increasingly turning towards web for hotel and airline bookings, discounts, price comparisons and reviews but trust factor remains a big concern for the residents.
Nearly two-thirds of residents — 62 per cent — seriously consider the digital experience on offer when selecting an airline, with digital boarding passes and e-tickets high up their wish list, according to the results of The Global Digital Traveler Research 2017.
The study revealed that UAE travellers now research their next trip with 88 per cent using travel booking sites, 82 per cent price comparison sites and similar per cent of people check review sites.
When it comes to booking holidays, the majority of UAE travellers — 83 per cent – do so via their desktop or laptop. However, half – 48 per cent – also say they book travel through their smartphone, more than double those in countries such as Canada, Germany and the UK.
Matthew Powell, Travelport’s managing director, Middle East and South Asia, said: “These findings demonstrate the significance of digital tools for UAE travellers before, during and after their journeys. The findings highlight the need for the $7.6 trillion global travel and hospitality industry to adapt continually to provide responsive, relevant and timely services for customers. Whether young or old, providing relevant and timely digital tools and content is no longer an accessory but an essential means of reaching and satisfying the modern traveller.” In addition, around 82 per cent look through friends travel videos and pictures also on social media. Interestingly, 50 per cent of UAE travellers said they use voice search technology to research trips, more than those in Japan (43 per cent), the US (41 per cent) and the UK (33 per cent). The survey results revealed that those UAE passengers who look for a good digital experience when selecting a hotel is lower — 46 per cent, but its importance was underlined by the fact that two thirds — 66 per cent — of respondents said they actively avoid destinations that still charge for WiFi. Concierge availability via smartphone — 56 per cent — and mobile apps that allow you to check-in without having to visit reception — 45 per cent — were also revealed to be in high demand.
According to another survey conducted by Avaya, 89 per cent of GCC residents use hotel mobile apps to perform tasks such as tracking bill changes and communicating with staff via chat. More than a quarter also book their rooms through a hotel app, while respondents said having an easy-to-use app ranked only behind a smooth and fast check-in as the most important factor in evaluating their stay.
Conducted by YouGov among more than 1,200 individuals across the GCC, the survey revealed that travellers would prefer to book their room online, with 39 per cent choosing to use an online travel agent, followed by 37 per cent using the hotel’s website, and 27 per cent the hotel’s mobile app. One in five respondents (20 per cent) still call the hotel’s contact center, with the same percentage e-mailing the hotel directly, emphasising the importance of supporting multi-channel communications.
When selecting the top factors in evaluating their stay, 31 per cent cited a smooth and fast check-in, with 15 per cent citing an easy-touse app – ahead of access to facilities, such as gym, pool, restaurants and children’s areas.
— waheedabbas@khaleejtimes.com