Adding value
at-destination for
the end traveller
Understanding the business
travellers in-trip needs and the
mobile services they aspire for.
Introduction
TNS, on behalf of Amadeus, conducted a study on the needs of the business traveller to determine
what mobile services they value most at destination. The study spanned 1,636 respondents from
eight countries and a series of workshops with travel organisers in November 2012.
The study
8
countries
business
trips
min
in the last 12 months
at least
of them
involving a flight
Who is TNS?
TNS is part of Kantar, one of the world's largest insight, information and consultancy
groups. With a presence in over 80 countries, TNS has more conversations with the worlds
consumers than anyone else and understands individual human behaviours and attitudes
across every cultural, economic and political region of the world.
AVERAGE
TRAVELLED
business traveller
involved a flight
Travelling
frequency
21
8
times a year
36%
64%
40
years old
times a year
Average traveller
On average
Frequent traveller
times
Looking at all
our respondents
Average
Business Traveller
only
35%
owned company
smartphones
75%
51%
Vs
Frequent
Business Traveller
50%
owned company
smartphones
81%
48%
4
70%
82%
64%
UK
28.7%
were BlackBerry
British people were more willing to pay for 3rd party apps: 77.9%
77.9%
They discovered new apps more often through Reviews in blogs and
BENELUX
41.5%
8 out of 10
Android was the leader but Windows phones have a relatively high
FRANCE
46.6%
of travellers were women
had
24
ITALY
51.5%
of travellers were women
49.5%
SPAIN
53.0%
owned Android handsets
58.5%
discovered new apps
through friends
and colleagues
SOUTH
AFRICA
40.5%
Friends and Colleagues were the main way to discover new apps
(58.5% vs. 51.0%).
37.6%
A higher willingness to pay for 3rd party apps, with 79.8% having
UAE
were advanced
smartphone users (vs. 23.0%)
84.5%
of travellers in UAE
were men
45.6%
63.9%).
High representation of directors (33.4% vs. 24.4%) and high
ownership of company smartphone (45.6% vs. 34.8%).
Companies were most restrictive in the travel policy, with only
26.6% allowing their employees to arrange the business trip by
themselves. (vs. 40.7)
Blackberry was the strongest smartphone platform in UAE with the
39.1% of the smartphones (vs. 20.1%).
SAUDI
ARABIA
12.3%
had company
smartphone
had
25
apps
The vast majority of travellers were men (84.3% vs. 63.9%) and the
proportion of directors is high (30.3% vs. 24.4%). However in contrast to
UAE, just 12.3% had a company smartphone. (vs. 34.8%)
Internet abroad was only paid for by the employer for 66.2% (vs.
74.8%).
Almost half of the business travellers had an Android smartphone (45.6%
vs. 35.6%) and over the half were basic users 51.5% (vs. 38.7%).
They appeared to be more prone to installing 3rd party apps (25 vs. 17).
They were also more likely to discover new apps through reviews
(55.3% vs. 38.0%) and the family (46.7% vs. 39.9%).
6. Travel: Maps
The table below represents how the respondents from each market rated the
different mobile services and how it compares to the total sample average.
No.
Concept
UK
Spain
France
Italy
Benelux
1
2
A. Baggage
A. Delay-voucher
30
30
30
30
28
30
30
30
30
28
30
30
30
28
28
27
30
30
3
4
A. Check-In
A. Itinerary
29
29
29
29
30
30
29
30
30
29
30
29
25
28
18
22
30
29
5
6
H. Change booking
T. Maps
29
25
28
24
25
26
29
25
29
25
29
20
29
22
28
22
26
24
7
8
T. Emergency situations
T. Emergency contact
25
24
22
25
19
26
25
24
25
24
25
24
27
26
30
21
22
24
S. Expenses
A. Ground. trans.
24
24
24
22
20
20
24
23
17
16
24
24
21
23
20
24
24
23
9
10
Total
Sample
Average
24
22
23
23
20
21
24
21
25
26
22
24
28
20
20
Business
Travellers
s
ntative
Represe
s
n
o
ti
ra
o
of Corp
ere
w
s
C
M
and T
d with
presente ries of
o
g
te
a
the c
s
service
e
il
b
o
m
asked
re
e
w
and
em
nise th
to orga
ir
e
n th
based o
nce.
prefere
01.
Flight &
Airport Services
02.
03.
Hotel
Services
A to B
04.
05.
Emergency
Services
Expense
Management
Corporations
01.
Flight &
Airport Services
03.
A to B
05.
Expense
Management
02.
Emergency
Services
TMCs
04.
Hotel
Services
Emergency
Services
Flight &
Airport
Services
02.
04.
05.
Hotel
Services
03.
A to B
Expense
Management
01.
Business Travellers
airport
making
changes to
hotel
booking
Corporations
TMCs
Amongst
the Corporations
there was one clear
favourite
mobile solution:
airport services
priority.
Flight
Airport
management
applications
In summary, Business
Travellers and Corporations
rated flight and airport
management applications
highest (recognising that
TMCs were more reticent).
There were high levels of
interest in solutions around
emergency situations amongst
Corporations and TMCs, and
although slightly less interest
amongst Travellers.
Should
Fully integrated
Best in class
Delivers added value vs. thousands of other apps
Natural extension of online
Makes traveller more efficient and effective on the road
Reduce stress, save time and money
Show timely and accurate information
Can work
on different OS
Busin
e
Corp ss travel
l
orati
ons er
TMC
s
Shouldnt
10
Conclusions
Business travellers
SMARTPHONE
is king
11
Research Study:
November 2012
(1) Travel management policy
Managed: Employees are required to use the company's travel
agency/department.
Slight managed: Employees are encouraged, but not required
to use the company's travel agency/ department
Unmanaged:
1) Employees make their own travel arrangements with the
travel agency of their choice because the company does not
have a travel agency/ department.
2) Respondent can make his own travel arrangements with a
travel agency of his choice because he/she is self-employed