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Amadeus Journey of Me Insights What Asia Pacific travellers want © Amadeus IT Group and its and affiliatesand subsidiaries Group IT Amadeus © Amadeus Asia Pacific CONTENT 1. Methodology 2. Introducing the Journey of Me 3. The 4 themes 4. Demographic overview: Who we surveyed 5. What Asia Pacific travellers want 1. Know Me 4. Talk to Me 2. Inspire Me 5. Delight Me 3. Connect Me 6. Care for Me © Amadeus IT Group and its and affiliatesand subsidiaries Group IT Amadeus © 2 METHODOLOGY The research, Journey of Me Insights: What Asia Pacific travellers want, was conducted in May 2017 in collaboration with YouGov. A total of 6,870 respondents from 14 markets in Asia Pacific that have travelled by plane in the last 12 months were sampled. The 14 markets include: • Australia (500 respondents) • China (1,200) • Hong Kong (300) • India (1,200) • Indonesia (500) • Japan (420) • Korea (400) • Malaysia (400) • New Zealand (250) • Philippines (400) • Singapore (300) • Taiwan (300) • Thailand (400) © Amadeus IT Group and its and affiliatesand subsidiaries Group IT Amadeus © • Vietnam (300) 3 INTRODUCING THE JOURNEY OF ME Amadeus believes that no two travellers are the same, and even more so, no two journeys will be the same. At the core of travelling is the creation of experiences that are innately ours. There are an infinite number of elements that make up the travellers’ DNA. Varying factors may influence my travel experience but what defines the “Journey of Me” are my behaviours, feelings, attitudes, and coping mechanisms. As travellers today become more savvy and better informed, travel and its elements of surprise, magic and wonder have become increasingly challenging to achieve. Technology brings promise. Now, we have the opportunity to bring the magic back into travel. But only if we first understand what the traveller wants. In today’s world of travel, every engagement point matters. Expectations have surpassed personalisation. Beyond relevance, travel providers must be timely and intuitive to shape each individual experience. In this journey of ME, cultivating relationships and embracing travellers’ individuality should be the priority. © Amadeus IT Group and its and affiliatesand subsidiaries Group IT Amadeus © 4 THE FOUR THEMES In the course of this research, “Journey of Me Insights: What Asia Pacific travellers want” uncovered four themes that travel providers need to focus on: 1 2 3 4 There are many Asias The personalisation-privacy Get real: Recommendations they The right content, through the right within Asia paradox can trust channel, at the right time The most startling observation from the 64% of Asia Pacific travellers would be Rather than the glossy pictures of travel In the world of travel, every engagement study is that there is no consistent profile willing to trade personal data for more brochures or the carefully curated point matters. Beyond personalisation, for the Asia Pacific traveller. Stark relevant offers and personalised Instagram feeds of celebrities, Asia Pacific connecting with travellers in a timely and contrasts in behaviours, needs and experiences but it must be carefully travellers seek what’s genuine, and turn intuitive manner is equally important. preferences were observed across all balanced against rising privacy concerns. to their fellow travellers for inspiration. The good news is that the vast majority of geographic and demographic lines. Some boundaries must be maintained The research found that online booking travellers would be interested in and at all times travel providers must and review sites, along with word of receiving travel recommendations from respect and protect personal data and mouth, have the largest influence on Asia the moment they consider a trip all the the need for privacy. And above and Pacific travellers’ trip planning. These way up to while they are on the trip. But beyond adhering to legislation, travel were also ranked as the top three sources what recommendations they want, and players must be able to articulate ‘what’s from which Asia Pacific travellers have how they want to receive it varies by the value?’ to get travellers to share their received relevant travel country. data. recommendations. © Amadeus IT Group and its and affiliatesand subsidiaries Group IT Amadeus © 5 SO WHAT DO ASIA PACIFIC TRAVELLERS WANT? KNOW ME and what I want, before I even want it INSPIRE ME about the endless possibilities CARE FOR ME and keep around travel and me safe and secure technology DELIGHT ME and bring CONNECT ME so I can the magic back into stay in touch with what’s travel, every step of the important to me way © 2016 Amadeus IT Group and its subsidiaries and affiliatesand IT Group Amadeus 2016 © TALK TO ME throughout the 6 entire journey, but on my terms KNOW ME INSPIRE ME _ Personalisation or privacy? 64% of APAC travellers are open to sharing _ Opportunities to inspire: In APAC, travellers tend to plan their trips personal information with travel service providers for more relevant during the weekends. In China and Taiwan however, travellers are more offers and personalised services, with Indonesians being the most open likely to plan their trip while on holiday. In Hong Kong, travel plans are (80%). Japanese travellers however, prefer privacy – 69% of them are typically made after work on weekdays (42%). not open to sharing their data. _ The influencers: People they know or people who are like themselves _ Big screens vs small screens: Across APAC, laptops and desktops are still the most used device for trip research and booking. But there are have the biggest influence on APAC travellers. Online booking or travel anomalies. In Indonesia, more research and booking is done through sites like Expedia or Skyscanner are the most influential (ranking score mobile devices than on laptops/desktops. Furthermore, Indonesia and 1.2 out of 3), as are friends, family and colleagues (1.2 out of 3). China are the only markets where booking trips through mobile is more Interestingly, Japanese travellers trust travel guides like Lonely Planet commonplace than booking through PCs. more so than other APAC travellers. _ Recommendations that matter: Travellers in APAC find tips that help _ New technology: APAC travellers are most interested in an augmented them save money the most useful (37%), especially those in Malaysia, reality mobile app containing interactive information about the history New Zealand and the Philippines. Japan travellers however, prefer recommendations that can help make travel more comfortable (43%), of a tourism site (ranking score 1.4 out of 3). However, travellers from while the top choice for Vietnamese travellers are tips that ensure their Australia, India, New Zealand and Singapore demonstrate a higher safety. interest in 360 degree interactive videos that would allow them to experience something they’d see on their trip. Interestingly, Vietnamese _ Who knows better: Online booking websites (50%), social networks travellers exhibit a strong preference for virtual personal travel (48%) and travel review sites (47%) are the top 3 channels that have sent assistants. travellers relevant recommendations. In markets like China and India, online booking websites are ranked even higher, while social networks dominate in Indonesia, the Philippines and Vietnam. © Amadeus IT Group and its and affiliatesand subsidiaries Group IT Amadeus © 7 CONNECT ME TALK TO ME _ Reasons to stay connected: To access maps and location information _ A good time to ‘talk’: While travellers are very open to receiving (55%), share travel pictures and experiences with friends and family recommendations throughout the entire travel journey, interest levels (54%), and to let people know they’re safe (53%). Chinese travellers are fall from a high of 95% when first considering taking a trip, to planning most likely to stay connected so that they can share travel pictures and the trip (94%) and making a booking (90%), to after finishing the trip experiences, while Indian travellers are more likely than others to stay (61%). The trend is consistent across every market with New Zealand connected so that they can meet new people using travel and social and Singapore travellers having the lowest interest rate in receiving apps. recommendations after finishing their trips. _ How to get connected: Across all countries, Wi-Fi (71%) is the top choice _ “You can reach me via…”: E-mail, say 35% of APAC respondents, which is for staying connected when travelling abroad. However, respondents the most popular channel compared to messaging services, travel from Korea show a stronger preference for using international roam-as- company apps, social media or phone calls. Respondents in Australia you-go services (56%) compared to other travellers. While Malaysian, (62%) and New Zealand (70%) very strongly favour this channel, a less- Indonesian and Singaporean travellers have a higher preference than intrusive form of communication. While, in China, where WeChat has a others for local SIM card purchased at the destination. huge presence, travellers prefer receiving updates via messaging services (41%). Interestingly, Thai travellers most want to receive _ Apps that add value: Facebook appears most often in the top 3 apps updates or recommendations about their trip through social media travellers use that add value to their trips. Google Maps also makes a (47%). strong showing. Local apps make an appearance for China, India, Indonesia and Vietnam’s top 3 lists with Ctrip, MakeMyTrip, Traveloka and Zelo. © Amadeus IT Group and its and affiliatesand subsidiaries Group IT Amadeus © 8 DELIGHT ME CARE FOR ME _ Speak my language: Finding service staff and tour guides who speak a _ Travel stoppers: Amongst all averse events listed, a recent terror attack language that travellers can understand is extremely important to is most likely to negatively impact the likelihood of people travelling to a travellers from Australia, China, India, New Zealand, Philippines and certain destination (62%).
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