May 26, 2024

Trip cancellations out of travellers’ control

Almost nine out of ten travellers have no control over business trip cancellations, according to research from travel management company CWT.

The survey of 400 business travellers found the majority of trips (42%) were aborted because appointments had been rescheduled.

Meeting cancellations (13%), weather issues (11%), safety concerns (9%), and flight cancellations or delays (9%) were other external causes. Personal issues only account for 14% of cancellations.

“Interestingly, our survey found that 88% of trips cancelled were rescheduled for a later time, 38% of which are typically rescheduled immediately after the first trip was cancelled,” says CWT’s Chief Experience Officer for Digital, Amit Wurgaft.

The research also shows that 68% of travellers don’t cancel all trip segments at the same time. Most travellers (45%) cancel flights before hotels and 22% start first with accommodation and then cancel the air segments.

When it comes to cancellation policies and possible fees, the survey showed 85% of travellers would prefer to know the fees before starting to cancel the trip or during the cancellation process.

In fact, clarity (37%) and findability (20%) of cancellation policies and fees are the main aspects business travellers would like to see improved in the cancellation process.

Reducing the time it takes to confirm everything is cancelled (22%), reducing the steps to cancel a trip (10%), and having a quick way to cancel from their mobile device (10%) were also seen as key areas for improvement.