The new Business Traveler Sentiment Index from GBTA and RoomIt found 52% of travellers had experienced a delayed flight in the last 12 months, 40% had had a flight cancelled and 25% had experienced lost or damaged luggage.
Flight delays are a key influencer of traveller experience, says the report, however the the travel components most closely correlated with travel satisfaction are hotel-driven and include convenient locations, the booking process and the check-in/out process.
“Traveller experience has been an industry buzzword for the past few years now, but the survey results clearly demonstrate just how much it really does matter to road warriors,” says Scott Solombrino, GBTA COO and Executive Director.
“As the workforce continues to diversify, there is no one-size-fits-all approach when it comes to business travel, meaning choice and flexibility should be a key consideration when developing travel policies.”
Meanwhile, factors causing the most stress for business travellers include forgetting their smartphone or laptop charger, leaving the right shoes or clothes at home and creating a cultural faux pas.
And when asked about the things they’d least like to encounter, respondents said hotel rooms without privacy, belligerent airline passengers and noise from an adjacent hotel room.
The full report can be downloaded here.
