Reports: Travel apps, websites have room for improvement
Travel apps and websites have significant room to improve in comparison to other industries, according to the recent J.D. Power 2023 U.S. Travel App Satisfaction and the J.D. Power 2023 U.S. Travel Website Satisfaction Studies.
The reports evaluate satisfaction with travel apps and websites in three categories, including airline, hotel and rental car, considering key variables that influence customer choice and satisfaction based on: account management, day of travel/duration of stay (app only), navigation, reservation, speed and visual appeal.
Research shows that airline, hotel and rental car app and website satisfaction trails the highest-scoring apps and websites in other industries. Overall satisfaction with digital travel channels is lowest among airline websites.
Hotel and rental car apps perform best among digital travel tools compared with airline apps, rental car websites, hotel websites and the aforementioned airline websites.
In terms of travel apps, Alaska Airlines ranks highest in overall satisfaction among airlines, followed by Southwest Airlines and JetBlue Airways.
World of Hyatt ranks highest in overall customer satisfaction among hotel apps, edging out Choice
Hotels and Hilton Honors, which are tied for second.
Finally, National ranks highest in overall customer satisfaction among rental car apps. Alamo ranks second while Enterprise comes in third.
Alaska Airlines ranks highest in overall customer satisfaction among airline websites, narrowly topping JetBlue and Southwest.
For hotel websites, World of Hyatt ranks highest in overall customer satisfaction, followed by
Hilton Worldwide, Choice Hotels and Wyndham Hotels & Resorts, which are tied for third.
National also ranks highest in overall customer satisfaction among rental car websites, beating out Alamo and Hertz.
The studies have been redesigned since J.D. Power’s last evaluation of travel apps and websites in 2019 and are based on more than 5,500 user evaluations between June and July 2023.