REASONS FOR CART ABANDONMENT
PREFERRED PAYMENT MADE THEIR LAST MOBILE METHOD UNAVAILABLE PURCHASE VIA AN APP
MAIN REASON TO FAVOUR A USER PROFILE
PREFER TO SAVE THEIR DETAILS WITH A USER PROFILE FASTER TRANSACTIONS
GLOBAL STATS
Market Guide Travel + Airlines Contents 01 06 — — Australia Japan
02 07 — — Brazil Russia
03 08 — — China South Korea
04 09 — — Germany UK
05 10 — — India USA
02 03 Introduction
It’s estimated that by 2020, worldwide digital travel sales will top US$817 bn globally1, and it's no secret that travel eCommerce is benefiting from the mobile revolution.
Mobile devices, applications and their model that allows users to store details, enables All transactions need to be authenticated with surrounding technologies are continuously one-click purchases and most importantly two of these three methods: evolving, as are the expectations of the doesn’t disrupt the user journey is key. Invisible end users. payments do just that. By securely holding • Knowledge: something only the user knows, payment details that allow the user to purchase such as a password Around the world, we know that people use with biometrics or a quick click, allows them • Possession: something only the user their phones for almost every aspect of life. to quickly get through the user journey and possesses, such as a token or mobile phone This presents an incredible opportunity for removes friction and abandonment. those who understand how each market • Inherence: something the user is, such as a works, differs, and how they can stay at The important thing here is to understand how biometric (e.g. fingerprint recognition) the forefront. comfortable people are with providing their biometrics, in different countries, for different We surveyed a diverse range of users across 10 When it comes to mobile payments, the focus types of purchases and for high or low value countries to understand their preferred mobile is on apps, seamless user journeys and security. transactions. Then to use this data to optimise payment methods and expectations. This While mobile browsers still have their place the payment process and create a journey that report covers the highlights from each country in the ecosystem, everyone knows that an makes users keep coming back. to provide insight and recommendations into unresponsive site that doesn’t quickly allow key factors such as travel purchases, alternative a person to complete their purchase will cost With increasing numbers of people happy to payments, cart abandonment and more. a brand their reputation and their customer. submit both their personal and their payment However, the future is hyper-relevance and details, security and fraud are important 1) eMarketer – Digital Travel Sales 2017 apps provide a way to do this by creating an factors to consider. In Europe, PSD2 and Strong immersive and engaging environment that is Customer Authentication (SCA) aims at driving This content is for information purposes only. We have taken care in the preparation of this information but will not be responsible for any loss or an extension of the wider brand. down fraud by implementing a two-factor damage including loss of profits, indirect, special or consequential loss arising as a result of any information in this document or reliance on it. The content authentication process. This doesn’t only affect of this material may not be reproduced without prior consent of Worldpay. Done well, this in turn leads to longer and European merchants, but everyone who has a This material may include information on third parties and their services. The reference to these third parties is for information purposes only and does not lifetime brand loyalty. A seamless payment global operational model and European users. constitute an endorsement or recommendation of the third party or their service.
04 05 TRAVEL BOOKINGS PREFERRED PAYMENT TYPE MADE ON MOBILE
% 25 The Australian mCommerce market is on trend ACCOMODATIONAustralia to be worth US$21 bn by 2021.
% CREDIT CARD PAYPAL DEBIT DELIVERY CASH BPAY CARD PREPAID TRANSFER BANK 20 50% 50% 48% 18% 13% 11% 11% This growth in mobile shopping will mean that mobile When it comes to how Australians like to pay, more TAXI will overtake desktop as the eCommerce platform than half want to pay with one-click, i.e. saving their of choice down under. Desktop eCommerce is payment details to pay with a swipe when they next WILLINGNESS TO PAY INFORMATION EXPECTED set to be worth $US16 bn by 20211. The number of book travel. WITH ONE CLICK ON THE APP HOMEPAGE % Australians that browse online shopping sites on 17 their mobiles has risen by 14% in the past year2. For high-value transactions, such as holidays – it’s FLIGHT interesting to see that Australian travellers are happy % Almost 65% of people in Australia booked their last to use alternative payment methods like PayPal, and 71 travel booking on a mobile app. If you want to gain save their payment details for easier and quicker % traction in the Australian market, be sure to reassure future purchases. 7 customers that your mobile app is secure with 1) Global Payments Report 2017 HOLIDAY PACKAGE 51 security logos – as security is one of the top reasons 2 ) Deloitte - Smart everything, everywhere Mobile Consumer PAYMENT TYPES ACCEPTED why people would book elsewhere! Survey 2017 The Australian cut
TOP REASON TO BOOK TOP REASONS FOR TRAVEL BOOKINGS PREFERRED PAYMENT TYPE TRIP ON MOBILE CART ABANDONMENT MADE ON MOBILE
% 34 % % CONCERNED ABOUT 53 WEBSITE SECURITY 25 % ACCOMODATION AUSTRALIA 60 MORE OF TRAVELLERS IN AUSTRALIA DISCOUNTS % CREDIT CARD PAYPAL DEBIT DELIVERY CASH BPAY CARD PREPAID TRANSFER BANK WANT PAYMENT CONFIRMATION % VIA EMAIL 29 50% 50% 48% 18% 13% 11% 11% CHECKOUT PROCESS TOOK TOO LONG 20 TAXI
I WOULD BE MORE LIKELY TO BOOK IF I SAW WILLINGNESS TO PAY INFORMATION EXPECTED THESE LOGOS ON THE PAYMENT PAGE... WITH ONE CLICK ON THE APP HOMEPAGE 27% % PREFERRED PAYMENT 17 METHOD NOT AVAILABLE FLIGHT % % % % % 71 80 63 48 51 26% % VERIFIED MASTERCARD VERISIGN SECURE 7 HAD TO ENTER TOO BY VISA SECURECODE SECURED LOCK HOLIDAY PACKAGE 51 MUCH INFORMATION PAYMENT TYPES ACCEPTED
06 07
TOP REASON TO BOOK TOP REASONS FOR TRIP ON MOBILE CART ABANDONMENT 34% % CONCERNED ABOUT 53 WEBSITE SECURITY % AUSTRALIA 60 MORE OF TRAVELLERS IN AUSTRALIA DISCOUNTS % WANT PAYMENT CONFIRMATION VIA EMAIL 29 CHECKOUT PROCESS TOOK TOO LONG
I WOULD BE MORE LIKELY TO BOOK IF I SAW THESE LOGOS ON THE PAYMENT PAGE... 27% PREFERRED PAYMENT METHOD NOT AVAILABLE
% % % % 80 63 48 51 26% VERIFIED MASTERCARD VERISIGN SECURE HAD TO ENTER TOO BY VISA SECURECODE SECURED LOCK MUCH INFORMATION BRAZIL INFOGRAPHICS
WILLINGNESS TO PAY INFORMATION EXPECTED TRAVEL BOOKINGS WITH ONE CLICK ON THE APP HOMEPAGE MADE ON MOBILE
% % 46 78 TAXI
59 % PAYMENT TYPES ACCEPTED 16 ACCOMODATION
PREFERRED PAYMENT TYPE 13% FLIGHT 9% HOLIDAY PACKAGE CREDIT CARD DEBIT BANCARIO BOLENTO PAYPAL ON DELIVERY CASH TRANSFER BANK MERCADOPAGO 76% 35% 30% 27% 23% 17% 17%
TOP REASONS FOR I WOULD BE MORE LIKELY TO BOOK IF I SAW CART ABANDONMENT THESE LOGOS ON THE PAYMENT PAGE... Brazil 29% CONCERNED ABOUT SECURITY % % % % 88 83 51 52 In Brazil, taxi bookings are a clear favourite when it comes VERIFIED MASTERCARD VERISIGN SECURE BRAZIL to travel purchases made via a mobile device. 26% BY VISA SECURECODE SECURED LOCK PREFERRED PAYMENT METHOD NOT AVAILABLE Brazilian consumers are comfortable in making Travel providers in this region recognise the
TOP REASON TO BOOK lower value transactions via mobile. We see potential of mobile eCommerce, and with 59% % TRIP ON MOBILE evidence of this as 26% of mobile travel purchases of consumers willing to pay for travel services 24 made in the last 3 months have been worth with ‘one-click’ technology, companies that I HAD TO ENTER TOO R$42 or less. Higher value transactions are less actively enhance their mobile shopping MUCH INFORMATION common, but the mobile eCommerce market is experience could see themselves ahead of % rapidly growing into maturity and set to rise 100% the curve in the near future. 48 % in less than 5 years, from US$5 bn to US$10 bn % 4) Global Payments Report 2017 50 by 20214. 20 MORE CHECKOUT PROCESS DISCOUNTS OF TRAVELLERS IN BRAZIL TOOK TOO LONG WANT PAYMENT CONFIRMATION VIA EMAIL
08 09 TOP REASONS FOR WILLINGNESS TO PAY INFORMATION EXPECTED CART ABANDONMENT WITH ONE CLICK ON THE APP HOMEPAGE 28% PREFERRED PAYMENT METHOD NOT AVAILABLE 74 % 23% 68 CHECKOUT PROCESS PAYMENT TYPES ACCEPTED TOOK TOO LONG
22% P R E F E R R E D PAY M E N T T Y P E CONCERNED ABOUT SECURITY
18% HAD TO ENTER TOO
ALIPAY CREDIT CARD DEBIT TRANSFER BANK ON DELIVERY CASH TENPAY CARD PREPAID China MUCH INFORMATION 79% 41% 20% 19% 17% 9% 4%
TOP REASON TO BOOK TRAVEL BOOKINGS TRIP ON MOBILE MADE ON MOBILE In China, unsurprisingly Alipay is the most popular payment type, and this is the case for travel bookings too. % 39 % 26 % TRAIN With such a strong bias towards Alipay, it’s Chinese consumers continue to lead the therefore not surprising that one of the main way in their adoption and use of mobile, 54 MORE OF TRAVELLERS IN CHINA DISCOUNTS reasons travellers go elsewhere to book is when with mCommerce shoppers nearly doubling WANT PAYMENT CONFIRMATION ‘accepted payment types’ aren’t listed on the from 2014 to 2016. In fact, mobile has already VIA TEXT % 24 mobile app or site homepage. Travellers want to surpassed desktop in terms of eCommerce TAXI know they can pay the way they want to before market size, with mCommerce on track to be going through an entire holiday search and worth US$1.01 tn by 20215. I WOULD BE MORE LIKELY TO BOOK IF I SAW THESE LOGOS ON THE PAYMENT PAGE... booking process. Don’t miss the opportunity to 5) Global Payments Report 2017 % engage Chinese customers by advertising your 16 payment types in various ‘App stores’ and on ACCOMODATION your homepage.
% % % % 75 51 40 33 % VERIFIED MASTERCARD VERISIGN SECURE 13 BY VISA SECURECODE SECURED LOCK FLIGHT
10 11 GERMANY INFOGRAPHICS
TRAVEL BOOKINGS PREFERRED PAYMENT TYPE MADE ON MOBILE 29% ACCOMODATION PayPal surpasses credit cards as the payment method
PAYPAL CREDIT CARD TRANSFER BANK SOFORT ON DELIVERY CASH CASH PREPAID DEBIT of choice via mobile in Germany. Germany% 22 59% 45% 29% 23% 11% 11% 7% TRAIN Germany is Europe’s largest economy as well as enhance their cash flow management, minimize WILLINGNESS TO PAY INFORMATION EXPECTED its largest travel market. The mobile eCommerce fraud activity and provide peace of mind to WITH ONE CLICK ON THE APP HOMEPAGE % market in Germany is expected to be worth US$37 their customers. 18 bn by 20216, with mobile travel bookings predicted 7 FLIGHT to make up US$12.9 billion . Germany currently has 55.5 million smartphone % users, with an 84% smartphone penetration rate8. 69 As well as PayPal, payments made via Sofort are Mobile is rapidly becoming a critical distribution % also on the rise as many consumers now expect channel for Germany's travel suppliers. everything to be available in real-time. The age 10 6) Global Payments Report 2017 TAXI 45 of instant gratification is here to stay. Travel 7) Phocuswright - German Online Travel Overview Thirteenth Edition 2017
PAYMENT TYPES ACCEPTED GERMANYproviders INFOGRAPHICS are looking at real-time payments to 8) Phocuswright - German Online Travel Overview Thirteenth Edition 2017
TOP REASON TO BOOK TOP REASONS FOR TRAVEL BOOKINGS PREFERRED PAYMENT TYPE TRIP ON MOBILE CART ABANDONMENT MADE ON MOBILE
% 38 % % PREFERRED PAYMENT 43 METHOD NOT AVAILABLE 29 % ACCOMODATION
64 MORE OF TRAVELLERS IN GERMANY DISCOUNTS % PAYPAL CREDIT CARD TRANSFER BANK SOFORT ON DELIVERY CASH CASH PREPAID DEBIT WANT PAYMENT CONFIRMATION GERMANY % VIA EMAIL 27 59% 45% 29% 23% 11% 11% 7% HAD TO ENTER TOO MUCH INFORMATION 22 TRAIN
I WOULD BE MORE LIKELY TO BOOK IF I SAW WILLINGNESS TO PAY INFORMATION EXPECTED THESE LOGOS ON THE PAYMENT PAGE... WITH ONE CLICK ON THE APP HOMEPAGE 23% % CONCERNED 18 ABOUT SECURITY FLIGHT % % % % % 69 67 56 35 23 18% % VERIFIED MASTERCARD SECURE VERISIGN 10 PAYMENT PROCESS BY VISA SECURECODE LOCK SECURED TAXI 45 WASN’T CLEAR PAYMENT TYPES ACCEPTED
12 13
TOP REASON TO BOOK TOP REASONS FOR TRIP ON MOBILE CART ABANDONMENT 38% % PREFERRED PAYMENT 43 METHOD NOT AVAILABLE %
64 MORE OF TRAVELLERS IN GERMANY DISCOUNTS % WANT PAYMENT CONFIRMATION GERMANY VIA EMAIL 27 HAD TO ENTER TOO MUCH INFORMATION
I WOULD BE MORE LIKELY TO BOOK IF I SAW THESE LOGOS ON THE PAYMENT PAGE... 23% CONCERNED ABOUT SECURITY
% % % % 67 56 35 23 18% VERIFIED MASTERCARD SECURE VERISIGN PAYMENT PROCESS BY VISA SECURECODE LOCK SECURED WASN’T CLEAR INDIA INFOGRAPHICS
WILLINGNESS TO PAY INFORMATION EXPECTED TRAVEL BOOKINGS WITH ONE CLICK ON THE APP HOMEPAGE MADE ON MOBILE
% % 31 83 TAXI
66 % PAYMENT TYPES ACCEPTED 19 TRAIN
PREFERRED PAYMENT TYPE 17% FLIGHT 13% ACCOMODATION DEBIT ON DELIVERY CASH CREDIT CARD PAYTM TRANSFER BANK PAYPAL CARD PREPAID 65% 56% 49% 43% 32% 15% 8%
TOP REASONS FOR I WOULD BE MORE LIKELY TO BOOK IF I SAW CART ABANDONMENT THESE LOGOS ON THE PAYMENT PAGE... India 34% PREFERRED PAYMENT METHOD NOT AVAILABLE % % % % 94 86 44 43 In India, discounts are a major driver to download VERIFIED MASTERCARD VERISIGN SECURE travel mobile apps. % BY VISA SECURECODE SECURED LOCK 26 INDIA I HAD TO ENTER TOO MUCH INFORMATION If you want to drive more bookings on mobile in happy to pay with one click. From this, it’s clear to
TOP REASON TO BOOK India, be sure to use offers and discounts to entice see that Indian travellers are happy to book and % TRIP ON MOBILE people to download your app. The majority of pay on the go. 25 travellers said the last purchase on their mobile CHECKOUT PROCESS was to book a taxi in India – in fact it was nearly Overall, mobile booking has increased steadily in TOOK TOO LONG a third of people! India, helping to fuel online growth overall, as some % travellers access the internet for the first time via 49 % When asked if they would be comfortable to pay for a mobile device. The Indian mCommerce market % 37 a city tour via an app that has saved their payment is predicted to be worth US$49 bn by 20219. 24 MORE WORRIED INTERNET details, two thirds of people said they would be 9) Global Payments Report 2017 DISCOUNTS OF TRAVELLERS IN INDIA DISCONNECTION WANT PAYMENT CONFIRMATION VIA TEXT
14 15 TOP REASONS FOR WILLINGNESS TO PAY INFORMATION EXPECTED CART ABANDONMENT WITH ONECLICK ON THE APP HOMEPAGE 17 % HAD TO ENTER TOO MUCH INFORMATION 56% 14% 37 PREFERRED PAYMENT PAYMENT TYPES ACCEPTED METHOD NOT AVAILABLE
P R E F E R R E D PAY M E N T T Y P E 11% CONCERNED ABOUT SECURITY
9% CHECKOUT PROCESS
CREDIT CARD KONBINI ON DELIVERY CASH TRANSFER BANK DEBIT CARD CARD PREPAID GARAGE DIGITAL Japan TOOK TOO LONG 86% 29% 22% 17% 13% 10% 2%
TOP REASON TO BOOK TRAVEL BOOKINGS TRIP ON MOBILE MADE ON MOBILE Japan is the second largest eCommerce market in Asia, with mCommerce currently valued at more than US$40 bn. % 54 % 42 % ACCOMODATION With overall travel bookings of US$96 billion payment details in a user profile. This may in 201710, Japan also has the second largest be down to the fact that there are concerns 68 LOYALTY OF TRAVELLERS IN JAPAN POINTS travel market in Asia Pacific (APAC), and around the security of personal details, as WANT PAYMENT CONFIRMATION although under two thirds the size of China's, two thirds of Japanese travellers told us they VIA EMAIL % 21 it’s three times the size of India’s. Mobile have concerns about the safekeeping of their FLIGHT currently accounts for 33% of online bookings, data. Travel companies should offer a guest but this is set to increase to 43% by 202111. checkout option too as this could tackle cart I WOULD BE MORE LIKELY TO BOOK IF I SAW THESE LOGOS ON THE PAYMENT PAGE... abandonment issues.
% In Japan, the majority of travellers prefer to 10) Phocuswright - Japan Online Travel Overview Tenth Edition 2018 10 use a guest check out rather than saving their 11) Phocuswright - Japan Online Travel Overview Tenth Edition 2018 TRAIN
% % % % 52 38 30 15 % VERIFIED MASTERCARD SECURE VERISIGN 6 BY VISA SECURECODE LOCK SECURED HOLIDAY PACKAGE
16 17 RUSSIA INFOGRAPHICS
TRAVEL BOOKINGS PREFERRED PAYMENT TYPE MADE ON MOBILE 63% TAXI In Russia, the top reason for cart abandonment is due to
DEBIT ON DELIVERY CASH CREDIT CARD YANDEX PAYPAL WEBMONEY TRANSFER BANK a preferred payment method being unavailable. %Russia 11 58% 40% 31% 23% 22% 18% 10% FLIGHT In this market there isn’t a clear favourite way payments can be made, especially through WILLINGNESS TO PAY INFORMATION EXPECTED alternative payment method when paying on taxi apps, is the top reason why people choose WITH ONECLICK ON THE APP HOMEPAGE % mobile, but that’s evidence as to why travel to pay via mobile in this region. 9 companies should work with payment providers TRAIN who can enable them to offer a range of mCommerce is one of the growth drivers % payments to suit travellers from Russia. for eCommerce in Russia, as more and more 72 consumers gain access to the internet via % People use mobiles to book taxis frequently in smartphones. The mCommerce market in 6 Russia, and the way travellers transact with taxi this region is expected to be worth US$12 bn ACCOMODATION 56 apps should be seen as a benchmark for travel by 202112.
PAYMENT TYPES ACCEPTED RUSSIAproviders INFOGRAPHICS operating in this region. The seamless 12) Global Payments Report 2017
TOP REASON TO BOOK TOP REASONS FOR TRAVEL BOOKINGS PREFERRED PAYMENT TYPE TRIP ON MOBILE CART ABANDONMENT MADE ON MOBILE
% 22 % % PREFERRED PAYMENT 48 METHOD NOT AVAILABLE 63 % TAXI
42 SPEED OF RUSSIA OF TRAVELLERS IN RUSSIA TRANSACTION % DEBIT ON DELIVERY CASH CREDIT CARD YANDEX PAYPAL WEBMONEY TRANSFER BANK WANT PAYMENT CONFIRMATION VIA TEXT 19 % 58% 40% 31% 23% 22% 18% 10% CONCERNED ABOUT WEBSITE SECURITY 11 FLIGHT
I WOULD BE MORE LIKELY TO BOOK IF I SAW WILLINGNESS TO PAY INFORMATION EXPECTED THESE LOGOS ON THE PAYMENT PAGE... WITH ONECLICK ON THE APP HOMEPAGE 18% % HAD TO ENTER TOO 9 MUCH INFORMATION TRAIN % % % % % 72 84 76 17 22 15% % VERIFIED MASTERCARD VERISIGN SECURE 6 PAYMENT PROCESS BY VISA SECURECODE SECURED LOCK ACCOMODATION 56 WASN’T CLEAR PAYMENT TYPES ACCEPTED
18 19
TOP REASON TO BOOK TOP REASONS FOR TRIP ON MOBILE CART ABANDONMENT 22% % PREFERRED PAYMENT 48 METHOD NOT AVAILABLE %
42 SPEED OF RUSSIA OF TRAVELLERS IN RUSSIA TRANSACTION % WANT PAYMENT CONFIRMATION VIA TEXT 19 CONCERNED ABOUT WEBSITE SECURITY
I WOULD BE MORE LIKELY TO BOOK IF I SAW THESE LOGOS ON THE PAYMENT PAGE... 18% HAD TO ENTER TOO MUCH INFORMATION
% % % % 84 76 17 22 15% VERIFIED MASTERCARD VERISIGN SECURE PAYMENT PROCESS BY VISA SECURECODE SECURED LOCK WASN’T CLEAR WILLINGNESS TO PAY INFORMATION EXPECTED TRAVEL BOOKINGS WITH ONE CLICK ON THE APP HOMEPAGE MADE ON MOBILE
% % 34 73 ACCOMODATION
43 % PAYMENT TYPES ACCEPTED 17 TRAIN
PREFERRED PAYMENT TYPE 15% TAXI 11% FLIGHT CREDIT CARD DEBIT TRANSFER BANK NAVER KAKAO CARD PREPAID SMILE 77% 25% 19% 10% 9% 4% 4% South Korea
TOP REASONS FOR I WOULD BE MORE LIKELY TO BOOK IF I SAW CART ABANDONMENT THESE LOGOS ON THE PAYMENT PAGE... In South Korea, the main drive to pay on mobile is the 28% ability to make low cost transactions quickly. HAD TO ENTER TOO MUCH INFORMATION SOUTH % % % % KOREA 77 61 29 23 For South Koreans, the no.1 reason why people While on a trip, only a small minority of South VERIFIED MASTERCARD SECURE SECURE didn’t complete a travel booking was that they Korean travellers rely on a hotel concierge to % BY VISA SECURECODE LOCK LOCK had to enter too much information. Both of get information. Instead, smartphone users 25 these things point to the fact that speed is typically use their device to look up and PREFERRED PAYMENT METHOD NOT AVAILABLE important to travellers in South Korea. Travel research restaurants (66%), attractions (61%) providers need to make the payment process and activities (49%)14. With a mCommerce TOP REASON TO BOOK as quick and easy as possible to secure market on track to be worth US$60 bn by 202115, TRIP ON MOBILE % more bookings. there’s a tremendous opportunity to impact 15 the look to book ratio. CONCERNED ABOUT WEBSITE SECURITY Online travel agents (OTA) play a leading role in 13) Phocuswright - The South Korean Digital Traveler 2018
the South Korean online travel market. Roughly 14) Phocuswright - The South Korean Digital Traveler 2018 % 56 two thirds of leisure travellers typically use an 15) Global Payments Report 2017 % % OTA for flight/hotel shopping and just under 55 half typically book via an OTA13. 13 SPEED OF THE SCREEN WAS TOO FOR TRANSACTION OF TRAVELLERS IN SOUTH KOREA ME TO MAKE THE PURCHASE WANT PAYMENT CONFIRMATION VIA TEXT
20 21 TOP REASONS FOR WILLINGNESS TO PAY INFORMATION EXPECTED CART ABANDONMENT WITH ONECLICK ON THE APP HOMEPAGE 24% CHECKOUT PROCESS TOOK TOO LONG 69% 20% 39 HAD TO ENTER TOO PAYMENT TYPES ACCEPTED MUCH INFORMATION
P R E F E R R E D PAY M E N T T Y P E 19% CONCERNED ABOUT SECURITY
14% PAYMENT PROCESS
DEBIT CREDIT CARD PAYPAL ON DELIVERY CASH APPLE PAY TRANSFER BANK CARD PREPAID UK WASN’T CLEAR 51% 48% 47% 9% 7% 4% 2%
TOP REASON TO BOOK TRAVEL BOOKINGS TRIP ON MOBILE MADE ON MOBILE In the UK, PayPal continues to be the alternative payment method of choice, not only for transportation services but for % other travel related services such as museum tickets and tours. 45 % 19 % TRAIN
64 MORE For travellers from the UK, it’s all about minimal Mobile’s share of eCommerce, in the UK, is OF TRAVELLERS IN THE UK DISCOUNTS forms, as the top reasons why people don't forecasted to increase to nearly 50% within WANT PAYMENT CONFIRMATION VIA EMAIL % complete a purchase are long checkout the next 5 years, with the mCommerce market 17 processes and lengthy forms. Of all the markets expected to be worth US$94 bn by 202116. ACCOMODATION studied in this research, UK travellers are the 16) Global Payments Report 2017
I WOULD BE MORE LIKELY TO BOOK IF I SAW only group who are unlikely to book travel add- THESE LOGOS ON THE PAYMENT PAGE... ons via an OTA if they had to re-enter payment % details. Don’t miss the opportunity to be the 16 travel provider of choice by saving payment FLIGHT details for a simple checkout experience. % % % % 88 72 54 49 % VERIFIED MASTERCARD SECURE VERISIGN 15 BY VISA SECURECODE LOCK SECURED TAXI
22 23 TRAVEL BOOKINGS PREFERRED PAYMENT TYPE MADE ON MOBILE 29% ACCOMODATION
CREDIT CARD DEBIT PAYPAL CARD PREPAID ON DELIVERY CASH APPLE PAY TRANSFER BANK The USA is the second largest eCommerce market in the world, % 21USA 57% 54% 32% 14% 10% 8% 4% and by 2021, US travel sales made via mobile is expected to reach 17 TAXI US$109 bn .
WILLINGNESS TO PAY INFORMATION EXPECTED WITH ONECLICK ON THE APP HOMEPAGE % 20 As the oldest eCommerce market, the USA It could be argued that US taxi apps are leading FLIGHT continues to be one of the pioneers when it the way in terms of user experience, but as mobile % comes implementing mobile payments for travel user experience becomes slicker, travellers in 63 purchases. We see evidence of this in how the the US still want to know that travel providers % implementation of PayPal and Apple Pay are are proactively enhancing security of personal 20 tackling top cart abandonment reasons such as information. A lock symbol alone gives peace of HOLIDAY PACKAGE 52 having to enter too much information, and lengthy mind to over half of consumers in this region.
PAYMENT TYPES ACCEPTED checkout processes. 17) eMarketer – US Digital Travel Sales, by Device 2017
TOP REASON TO BOOK TOP REASONS FOR TRAVEL BOOKINGS PREFERRED PAYMENT TYPE TRIP ON MOBILE CART ABANDONMENT MADE ON MOBILE
% 24 % % PREFERRED PAYMENT 56 METHOD NOT AVAILABLE 29 % ACCOMODATION
49 MORE USA OF TRAVELLERS IN THE USA DISCOUNTS % CREDIT CARD DEBIT PAYPAL CARD PREPAID ON DELIVERY CASH APPLE PAY TRANSFER BANK WANT PAYMENT CONFIRMATION % VIA EMAIL 23 57% 54% 32% 14% 10% 8% 4% HAD TO ENTER TOO MUCH INFORMATION 21 TAXI
I WOULD BE MORE LIKELY TO BOOK IF I SAW WILLINGNESS TO PAY INFORMATION EXPECTED THESE LOGOS ON THE PAYMENT PAGE... WITH ONECLICK ON THE APP HOMEPAGE 22% % CONCERNED ABOUT 20 WEBSITE SECURITY FLIGHT % % % % % 63 78 61 55 54 19% % VERIFIED MASTERCARD VERISIGN SECURE 20 CHECKOUT PROCESS BY VISA SECURECODE SECURED LOCK HOLIDAY PACKAGE 52 TOOK TOO LONG PAYMENT TYPES ACCEPTED
24 25
TOP REASON TO BOOK TOP REASONS FOR TRIP ON MOBILE CART ABANDONMENT 24% % PREFERRED PAYMENT 56 METHOD NOT AVAILABLE %
49 MORE USA OF TRAVELLERS IN THE USA DISCOUNTS % WANT PAYMENT CONFIRMATION VIA EMAIL 23 HAD TO ENTER TOO MUCH INFORMATION
I WOULD BE MORE LIKELY TO BOOK IF I SAW THESE LOGOS ON THE PAYMENT PAGE... 22% CONCERNED ABOUT WEBSITE SECURITY
% % % % 78 61 55 54 19% VERIFIED MASTERCARD VERISIGN SECURE CHECKOUT PROCESS BY VISA SECURECODE SECURED LOCK TOOK TOO LONG Research and About this research Worldpay carried out research in partnership and what would encourage them to access digital with Opinium Research LLP, surveying 16,000 content, gamble, shop retail or purchase their travel. next steps smartphone users in 10 countries. Research was conducted in the Australia, Brazil, China, In this report series, we will share insights on how Germany, India, Japan, Russia, South Korea, UK to optimise the mobile payment journey, travellers and the USA to discover payment preferences expect and what you can do to make the most of on mobile for retail, travel, digital content and the mobile opportunity in each region. gambling purchases.
We surveyed a diverse range of online shoppers to find out about their mobile payment experiences
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