Amadeus Journey of Me Insights

Insights Amadeus What Asia Pacific What Amadeus Amadeus Asia Pacific Journey travellers want of Me

© Amadeus IT Group and its affiliates and subsidiaries CONTENT 5. 4. 3. 2. 1. 3. 2. 1. Introducing the Introducing the Journey ofMe Methodology What Asia Pacific Demographic The 4themes Connect Me Inspire Me Me Know overview: Who we Who overview: travellers 6. 5. 4. want Care forMe Delight Me Talk toMe surveyed

2 © Amadeus IT Group and its affiliates and subsidiaries markets include: travelled by plane inthelast monthswere12 sampled. The14 total of want The research, METHODOLOGY • • • • • • • • • • • • • • Vietnam (300 Thailand (400) Taiwan (300 Singapore (300 (400 Philippines NewZealand (250 Malaysia (400 (400 Korea Japan (420 Indonesia (500 India (1,200 Kong(300 Hong China (1,200 Australia (500 respondents , conducted was in May 6,870 respondents from 14 markets respondents markets 6,870 from 14 in Pacific Asia that have ) ) ) ) ) Journey Journey of Me Insights: What Asia Pacific ) ) ) ) ) ) ) ) 2017 in2017 collaborationwith travellers YouGov . A 3 © Amadeus IT Group and its affiliates and subsidiaries INTRODUCING INTRODUCING THE JOURNEY OF ME individualityshould bethe priority. In this journeyME, ofcultivating relationships embracing and be timely andintuitive to shapeeach individualexperience. have surpassed of travel,In today’sworld every engagement point matters.Expectations wants. magic back intotravel. Butif only we Technology bringswe Now, promise.have the opportunityto bringthe challenging to achieve. its elements of magic surprise,and have wonder become increasingly As coping defines the “Journey of Me” are my mayinfluenceDNA. Varying factors mytravel experience but what There are an infinite numberelements of that make up the of experiences that are innately ours. journeysno two will bethe same. Atthe core oftravelling isthe creation Amadeus believesthat no two travellers mechanism today become personalisation s . more travellers . 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Stark “Journey of Me Insights: What Asia PacificWhat Asia “Journey of Me Insights: the value?’ tothe value?’ get players players must tobe able articulate ‘what’s balanced balanced against rising privacy concerns. willing to personaldata trade for more 64 respect respect and protect personal data and Some boundaries mustbemaintained beyond tobeyond adhering legislation, travel and at all times must travel providers the need forprivacy. the need and And above experiences experiences but it must be carefully % of Asia Pacific relevant offers and offers relevant The personalisation paradox travellers data. 2 travellers personalised - to share their privacy would be were were also as ranked the topthree sources Instagram of celebrities, Asia feeds Pacific mouth, the largest have Asia on influence travellers seek what’s genuine, and turn Rather Rather than the glossy pictures of travel The research research found that The onlinebooking to their fellow travellers for inspiration. 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But receiving receiving travel recommendations from what recommendations want, they and the moment the moment consider they a trip all the point matters. personalisation, Beyond intuitive manner is equally important. how they want it to receive varies by travellers travellers in would be interested channel, at the righttime at the channel, country. 4 5 © Amadeus IT Group and its affiliates and subsidiaries SO WHAT DO ASIA PACIFIC TRAVELLERS WANT? travel,of the every step DELIGHT ME and bringand ME DELIGHT the magic back into magic back the CARE CARE FOR ME andkeep me safe andsecure way entire journey, but on my terms my on butentire journey, want, I want before even it TALK TO ME throughout the MEthroughout TO TALK KNOWME and what I INSPIRE ME about the ME about INSPIRE endless possibilitiesendless stay in touch with what’s with touch instay around travel and around CONNECT ME so I can so ME CONNECT technology important to me to important 6 © 2016 Amadeus IT Group and its affiliates and subsidiaries _ _ _ _ KNOW ME recommendations that can help make travel more comfortable (43%), comfortable (43%), helpmake travelmore can that recommendations Japan Philippines.the and New Zealand Malaysia,inespecially those (37%), useful the most save money them matter: that Recommendations PCs.through than booking commonplace mobileis more throughtrips where bookingonlymarkets Chinaare the and IndonesiaFurthermore, laptops/desktops. on than mobiledevices through is done booking and more research Indonesia,In anomalies. are there But booking. research and for tripdevice used most the smallscreens:vs Big screens theirdata. to sharing open not Japanese (80%). offers and for morerelevanttravel providerswith information service personal Personalisation dominate in Indonesia, the Philippines and Vietnam. and Philippinesthe Indonesia,in dominate whilesocial networks even higher,are ranked websitesbooking online travellers have sent that 3 channels are thetop travel and review(47%) sites (48%) better: knows Who safety. for Vietnamese choice whilethe top relevant recommendations. In markets like China and India,and likeIn marketsChina relevant recommendations. personalised or privacy?or travellers Online booking websites (50%), social networks social (50%), websites Onlinebooking services, with Indonesians being the most open most beingthe Indonesianswith services, however, preferprivacy 64% of APAC 64% Across APAC, laptops and desktops are still desktops and laptops APAC, Across Travellers travellers travellers travellers in APAC find tips that help tipsfind APAC in are tips that ensure their ensure that are tips however, prefer are open to sharing are open – 69% of them are of them 69% _ _ _ INSPIRE ME assistants. travellers Interestingly,trip. Vietnamesetheir see on they’dexperiencesomething to allowthem would degree interactivethat 360 videosininterest highera demonstrateSingapore and Zealand New India,Australia, However, of 3). out 1.4 score (rankingsite tourismof a realityinteractivecontaining mobilethe historyapp about information New technology: APAC other than more so Interestingly,Japanese of 3). out familycolleagues (1.2 and friends,as are of 3), out 1.2 likeExpediasitesor APAChave thebiggeston influence The influencers: weekdays (42%). on typicallyafter work made are travelKong, plans In Hong holiday.whileon likelytheir trip to plan Taiwan however, Chinaand In the weekends. during to inspire:Opportunities exhibit a strong preference for virtual personal travelpreference personalfor virtual a strongexhibit People they know or people who are likethemselves who or people know Peoplethey APAC Skyscanner travellers travellers In APAC,In travellers are the most influential (ranking score influentialmost (ranking are the trust travel guides liketravelPlanet Lonely guidestrust are most travellers . travellers interest tend to plan theirtripsto plan tend . Online booking or travelOnline booking. ed travellers in an augmented in travellers are more from 7 © Amadeus IT Group and its affiliates and subsidiaries _ _ _ CONNECT ME and listswith 3 top Vietnam’s and Indonesia India,for China, appearance make an apps Local showing.strong travellers value:add that Apps destination.at the purchased card for localSIM others Indonesia you preferenceKorea a strongerinternationalfromfor using show roam respondentsHowever, travelling when abroad. connected for staying to get connected: How apps. travel social and using meetnewpeople can they that so connected whileexperiences, Indian travelshare pictures and theycan so that likely most stay connected to Chinese they’resafe (53%). know to letpeople and (54%), family and friendswith experiences and travelshare pictures (55%), stay connected: to Reasons - Zelo go services (56%) compared to other compared (56%) services go . n use that add value to their trips. Google Maps also makes a also makesa Google Mapstrips. to theirvalue add that use and Singapore Facebook appears most often in the inoften most appears Facebook Across all countries, Wi all countries,Across an travellers To access maps and location informationlocation and maps access To travellers are more likely than others to stay to likelyare moreothers than have a higher preferencea higherthan have Ctrip travellers , MakeMyTrip - Fi (71%) is the top choice top is the (71%) Fi . While. top travellers Malaysi , Traveloka 3 apps 3 an - are , as - _ _ ME TALK TO (47%). mediasocial through their tripabout or recommendations updates toreceive want Interestingly,travellersThai most (41%). services travellersviapreferpresence,messaging receivinghuge updates a has where WeChatWhile,China,in of communication. form intrusive lessa channel, thisveryfavour strongly(70%) Zealand New and (62%) Australiain Respondents calls. phonemedia or social apps, company travelmessaging services, to compared channel popular most the reach mevia…”: can “You after finishingrecommendationstheirtrips. receivingrate intravellerslowest interestSingapore havingthe and everyNew Zealand marketwith across is consistent trend The (61%). the trip to after finishing (90%), making booking a and trip(94%) the to planningtrip,taking a firstconsidering when fallof 95% high froma levelsentireinteresttravelthe journey, throughout recommendations good timeA to‘talk’: Whiletravellers to receiving arevery open E - mail, say 35% of APAC respondents, which is which respondents, of APAC 35% mail,say - 8 © Amadeus IT Group and its affiliates and subsidiaries _ _ _ ME DELIGHT expectations. Kong Hong and of Japanese 25% and 29% likeprovidersor travelagents. airlines service other higherrate than hithave a sitesbooking and hotels luckier,who were those Amongst neverexceeded theirexpectations. Great expectations: theirtravels.duringservice economy sharing two more than end, other the On ‘veryor often’.‘often’services accommodation economy sharing use of them 48% ‘veryoften’. or trip‘often’a duringaround for getting services such usingof them 72% with economy, sharing new options: New world, for this. muchto care seem don’tVietnam and ThailandTaiwan, Singapore.However, travellers language that my language: Speak from Australia, China, India, New Zealand, Philippines and PhilippinesZealand, New India,China, from Australia, travellers travellers - 14% of APAC 14% Finding service staff and tour guides who speak a speak guideswho tour staff and service Finding thirds of Japanese thirds say a travel provider has never exceeded theirneverexceeded travel has say a provider travellers can understand is extremely important to is extremely important understandcan Indian from Hong Kong, Indonesia, Korea, Indonesia,Kong,from Hong travellers travellers travellers have reallythe embraced say that a travelhas that a providersay have never used a have neverused _ _ ME CARE FOR travel agents (57%) and tour operators (47%). operators tour and travel (57%) agents in trust place more whereas Koreans (52%), immigrationauthorities and (74%) embassy/governmenthighertheirreliancehave a on Singaporefrom Respondents (45%). embassies/governmentsand (45%) travel agents (46%), providersfollowed transport closelyby updates, travellerswhichreceivefrom to wishsources safety 2 orsecurity Safety updates: board. the across sensitivityto averseevents a highertravellers show Vietnamese FilipinoKorean, and Chinese, (62%). destinationcertain likelylikelihoodtravellingto negativelyof people is mostthe to a impact Travel stoppers: Friends/family (49%) and booking sites (49%) are the top are the (49%) sites bookingand (49%) Friends/family Amongst all averseeventsAmongstlisted, a recentterror attack 9 © Amadeus IT Group and its affiliates and subsidiaries Demographic overview Demographic Who we surveyed Who we

13 or more trips 2% 8-12 trips Other 5% 4%

55+ 18-24 20% 11% Business Female 26% 43% 25-34 3-7 trips 1-2 trips Male 45-54 38% 57% 17% 31% 55% Leisure 35-44 70% 21%

Gender Age Travel frequency Primary reason for travel

(number of trips made in the past 12 months) © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

11 Know Me and whatI Iwant,before even want it 12 © Amadeus IT Group and its affiliates and subsidiaries © Amadeus IT Group and its affiliates and subsidiaries KNOW ME

Q1. When it comes to researching your trip and making a booking, which device(s) do you use most? Select all that apply. Laptops or desktop computers are the devices Asia Pacific travellers use the most for researching their trips and make bookings. However, in Indonesia this trend is reversed. More Indonesians research trips on mobile (69%) and book through mobile (62%) than on laptops or desktops (60% and 56% respectively). Chinese travellers show the highest preference for booking trips through mobile (66%) compared to all other travellers. In Australia, Japan, New Zealand the gaps between laptop/desktop and mobile are the largest, with 78 - 92% choosing the former compared to 11 - 33% for the latter.

Trip research Trip booking

Laptop/Desktop 76% Laptop/Desktop 74%

Mobile 54% Mobile 46%

Tablet 21% Tablet 16%

Someone else do it for me Someone else do it for me 8% 12% (e.g. a travel agency) (e.g. a travel agency)

0% 20% 40% 60% 80% 0% 20% 40% 60% 80% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

13 KNOW ME

(continued) Q1. When it comes to researching your trip and making a booking, which device(s) do you use most? Millennial travellers are much more likely to use these mobile devices to research and book trips compared to older generations. Perhaps unsurprisingly, baby boomers show higher preference for using intermediaries like travel agencies to help them plan and book trips.

Trip research Trip booking

72% 71% Laptop/Desktop 78% Laptop/Desktop 78% 80% 74%

66% 57% Mobile 52% Mobile 42% 38% 34%

21% 17% Tablet 23% Tablet 16% 19% 14%

6% 0% Someone else do it for me Someone else do it for me 7% 11% (e.g. a travel agency) (e.g. a travel agency) 12% 19%

0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100%

18-35 Millennials 36-51 Generation X 52-70 Baby boomers © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

14 KNOW ME Q2. When do you usually book your accommodation for a trip? Travellers in APAC show diverse preferences for whey they typically book accommodation. The majority of Japanese and Korean travellers book their accommodation at the same time as booking their flight. Travellers from Philippines and Vietnam mostly prefer to book accommodation before they book their flights or transport. While Hong Kong, Malaysian and Singaporean travellers favour booking accommodation only after they’ve booked their flights. Spontaneous behaviour is rare, with only 2% of surveyed travellers booking their accommodation only after they arrive at the destination.

When do travellers book accommodation In advance of booking the flight/ transport

In advance of booking the flight/transport 35% Philippines 57% Vietnam 53% At the same time when I'm booking the flight/transport 36% India 48% After booking the flight/transport, but before departure 27% Thailand 47%

After landing or reaching the destination 2% Indonesia 43%

0% 10% 20% 30% 40% 0% 15% 30% 45% 60%

At the same time when I’m booking the flight/ transport After booking the flight/transport, but before departure

Japan 68% Hong Kong 45% Korea 61% Taiwan 46% Malaysia 42% New Zealand 42% Australia 37% Singapore 41%

China 36% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus © 0% 18% 35% 53% 70% 88% 39% 40% 41% 43% 44% 45% 46%

15 KNOW ME (Continued) Q2. When do you usually book your accommodation for a trip?

Travellers that travel mostly for business have a stronger preference for booking their accommodation prior to booking their flights, while leisure travellers prefer to book accommodation either at the same time or after booking their flights.

When do travellers book accommodation

43% In advance of booking the flight/transport 32%

34% At the same time when I'm booking the flight/transport 37%

19% After booking the flight/transport, but before departure 29%

3% After landing or reaching the destination 2%

0% 13% 25% 38% 50%

For business For leisure © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

16 KNOW ME Q3. When you travel for leisure, what types of travel recommendations do you find most useful? Please select the top two.

Recommendations that help them save money are the most popular (37%) amongst APAC travellers, particularly so for travellers in Malaysia, New Zealand and the Philippines. Japanese travellers seem less concerned about money saving (19%), preferring to receive tips that make travel more comfortable (43%). Interestingly, male travellers show a stronger preference than females for recommendations that make travel more comfortable, as well as those that help them save time. The most useful recommendations for female travellers are those that help them save money.

Most useful recommendations for leisure travel

Help me save money 37%

Make my travel more comfortable 29%

Help me save time 17%

Help me identify the best sightseeing options 28%

Ensure my safety 27%

Help me plan my itinerary 27%

Expose me to new experiences 24%

0% 10% 19% 29% 38% 48% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

17 KNOW ME (Continued) Q3. When you travel for leisure, what types of travel recommendations do you find most useful?

Top 3 preferred recommendations

New Australia China Hong Kong India Indonesia Japan Korea Malaysia Philippines Singapore Taiwan Thailand Vietnam Zealand

Help me identify the Make my Make my Help me save Help me save Ensure my Help me save Help me save Help me save Help me save Help me save Help me save Help me save Ensure my best of travel more travel more #1 money money safety money money money money money money money safety sightseeing comfortable comfortable options

Help me Help me Help me Help me identify the Make my identify the Expose me to identify the identify the Ensure my Help me plan Help me save Help me plan Ensure my Help me plan Help me plan Help me plan best of travel more best of new best of best of #2 safety my itinerary money my itinerary safety my itinerary my itinerary my itinerary sightseeing comfortable sightseeing experiences sightseeing sightseeing options options options options

Help me Help me Help me Help me Help me Expose me to identify the Make my identify the Expose me to Make my identify the identify the identify the Help me save Ensure my Help me plan Help me plan Help me save new best of travel more best of new travel more best of best of best of #3 money safety my itinerary my itinerary money experiences sightseeing comfortable sightseeing experiences comfortable sightseeing sightseeing sightseeing

options options options options options © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

18 KNOW ME Q4. When you travel for leisure, which of these platforms have sent you relevant travel recommendations (e.g. about destinations, hotels, things to do, activities, places to eat)? Select all that apply Online booking websites (50%), social networks (48%) and travel review sites (47%) are the top 3 channels from which APAC travellers have received relevant travel recommendations. In China and India, where local online travel players dominate, online booking websites fare even better (62% and 60% respectively). In Indonesia, Philippines and Vietnam, social networks come out at the top. Platforms that have sent travellers relevant travel recommendations

Airline website or app 29%

Hotel website or app 34%

Travel agency 32% Online booking websites 50% (e.g. Expedia, Goibibo)

Hotel concierge 15%

Airline in-flight magazine 18% Social network 48% (e.g. friends/family) Travel reveiw site 47% (e.g. TripAdvisor)

Travel blogs/forums 34%

None of the above 4%

0% 13% 25% 38% 50% 63% its and and affiliates subsidiaries Group IT Amadeus ©

19 KNOW ME Q5. In general, how open are you to sharing personal information with travel service providers such as booking websites, airlines, hotels etc., in return for more relevant offers or personalised services? 64% of travellers in APAC are open to sharing personal information with travel service providers. Travellers from Indonesia (80%), Thailand (79%) and Taiwan (78%) are the most open. Japan is the only country where the majority of their travellers (69%) are not open to sharing their personal information with travel providers. Interestingly, it seems the older the traveller, the more open they would be to sharing their data.

Openness to sharing personal information with travel providers

Not at all open 8%

Somewhat not open 28%

Somewhat open 49%

Very open 15%

0% 13% 25% 38% 50% 63% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

20 Inspire Me about about the endless possibilities aroundtraveland technology 21 © Amadeus IT Group and its affiliates and subsidiaries © Amadeus IT Group and its affiliates and subsidiaries INSPIRE ME Q6. When do you do most of your travel planning?

Across APAC, more travel planning is done on the weekends than at any other time. In China and Taiwan however, travellers are more likely to plan their trip while on holiday (41%, 44%). In Hong Kong, travel plans are typically made after work on weekdays (42%).

When travellers plan their travels

When commuting from one place to another 5%

During the weekends 32%

While at work 14%

Weekdays, after work 22%

While on holiday 25%

Others 2%

0% 10% 20% 30% 40% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

22 INSPIRE ME (Continued) Q6. When do you do most of your travel planning?

Travellers that travel mostly for business naturally do most of their travel planning at work during work hours (30%). Leisure travellers however, are far less likely to plan travel at work (8%) and most likely to do so during the weekends (35%).

When travellers plan their travels

8% When commuting from one place to another 3%

25% During the weekends 35%

30% While at work 8%

19% Weekdays, after work 24%

18% While on holiday 28%

1% Others 3%

0% 10% 20% 30% 40%

For business For leisure © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

23 INSPIRE ME Q7. When it comes to planning your trip (looking for destinations, places to stay, activities to do etc.), which three of the following influence you the most? Rank in order of influence – from highest to lowest Amidst the cacophony of all the information they receive, travellers turn to recommendations from people they know or from people that are like themselves. Online booking or travel sites (1.2 out of 3), which often feature real traveller ratings and reviews, have the most influence, as well as word of mouth recommendations from friends, family or colleagues (1.2 out of 3). While there are variations from market to market, each follows a similar pattern. In the Philippines and Vietnam, word of mouth (1.6, 1.5 respectively) tops the list, while travellers from Australia and Singapore rely heavily on traveller reviews (1.3, 1.4 respectively). Interestingly, while the large majority of travellers are not strongly influenced by content they see on social media, Thai travellers are the exception, with a ranking score of 1.2. Sources that influence travellers’ trip planning

Travel blogs or forums 0.6

Traveller reviews (e.g. on sites like Tripadvisor) 1

Social Media (general or sponsored content on Facebook, Twitter etc.) 0.6

Brochures 0.3

Travel agents 0.5

Online booking or travel sites (e.g. Expedia, Skyscanner etc) 1.2

Friends/Family/Colleagues (word of mouth) 1.2

Travel guides (e.g. Lonely Planet, Discovery) 0.6

Celebrities or social media influencers 0.1

0 0.3 0.6 0.9 1.2 1.5 © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus © Scoring: Rank 1=3 , rank 2=2 , rank 3=1, otherwise=0, average score of each options is presented 24 INSPIRE ME Sources that influence travellers’ trip planning (Continued) Q7. When it comes to planning your 0.7 trip (looking for destinations, places to stay, Travel blogs or forums 0.6 activities to do etc.), which three of the following 0.4 1 influence you the most? Traveller reviews (e.g. on sites like Tripadvisor) 1.0 0.9 0.7 Millennial travellers are more likely to be influenced by Social media (general or sponsored content on Facebook, 0.6 Twitter etc.) content they see on social media than travellers from older 0.5 generations. Baby boomers on the other hand, tend to be 0.3 more influenced by travel agents and their social networks Brochures 0.3 than younger travellers. For those who travel less frequently 0.3 0.4 (only 1-2 trips in the last 12 months), there was a stronger Travel agents 0.5 tendency to trust advice from friends and family. 0.7 1.1 Online booking or travel sites (e.g. Expedia, Skyscanner 1.2 etc) 1.2 1.1 Friends/Family/Colleagues (word of mouth) 1.2 1.3 0.5 Travel guides (e.g. Lonely Planet, Discovery) 0.6 0.6 0.2 Celebrities or social media influencers 0.1 0.1

0 0.35 0.7 1.05 1.4

18 -35 Millennials 36-51 Generation X 52-70 Baby boomers its and and affiliates subsidiaries Group IT Amadeus ©

25 INSPIRE ME Q8. Rank the following new technologies from highest to lowest, based on your interest in using them for planning or while on a trip. An augmented reality mobile app that delivers digital overlays containing interactive information about the culture or history of a tourist site (score 1.4 out of 3) interests APAC travellers the most compared to other new technologies listed. However, travellers from Australia, India, New Zealand and Singapore demonstrated a higher interest in 360 degree interactive videos. It is also noteworthy that Vietnamese respondents have a strong preference for virtual personal travel assistant technology.

New technologies travellers are most interested in

Virtual Reality e.g. via a headset or Google Cardboard 1

An augmented reality mobile app containing interactive information 1.4

A 360 degree interactive video 1.2

A chat bot service to answer FAQs 0.8

A virtual personal travel assistant or concierge 1

0 0.35 0.7 1.05 1.4 1.75

Scoring: Rank 1=3 , rank 2=2 , rank 3=1, otherwise=0, average score of each options is presented © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

26 Connect Me so I can so Ican stay in touchwith what’simportant tome 27 © Amadeus IT Group and its affiliates and subsidiaries © Amadeus IT Group and its affiliates and subsidiaries CONNECT ME Q9. Why do you want to stay connected when you travel? Accessing maps and location information (55%), sharing pictures and experiences with friends and family (54%), as well as letting people know their safety status (53%) are the top 3 reasons why travellers want to stay connected on trips. The countries with the most travellers wanting to share pictures and experiences while travelling are the Philippines (64%), China (63%) and Taiwan (63%). In contrast, only 23% of Japanese travellers care for the same. Travellers from India (46%) and Vietnam (44%) are most likely to want to stay updated with work, indicating a reluctance to switch off whilst on holiday. Yet they are also the travellers that are most likely to want to stay connected in order to meet new people through travel and social apps.

Why travellers want to stay connected when travelling

Keep up to date with what's happening to the world 43%

Stay updated with work/business 32%

Share pictures and experiences with friends/family 54%

Meet new people using travel/social apps 28%

Use convenience applications (e.g. Uber, Foodpanda, Grab, Zomato etc) 34%

Research things to do at the destination 49%

Translate local language 35%

Access maps and location information 55%

Let people know I'm safe 53%

Prefer to disconnect completely when traveling 2%

0% 15% 30% 45% 60% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

28 CONNECT ME Q10. How do you choose to stay connected when you are travelling abroad? Select all that apply Most respondents from APAC use Wi-Fi (71%) to stay connected when they are travelling abroad. Respondents from Korea have a high preference towards using international roam-as-you-go services (56%) whilst respondents from Malaysia, Indonesia and Singapore prefer to use a local sim card purchased at the destination (54%, 58%, 56% respectively).

How travellers choose to stay connected when travelling abroad

Mobile phone calls for emergency only 25%

Hotel-provided smartphone devices with free data 36%

International phone/data package purchased before traveling 36%

Local sim card purchased at the destination 43%

International roam as-you-go services 33%

Wi-Fi 71%

0% 20% 40% 60% 80% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

29 CONNECT ME Q11. Please list the top three mobile apps you use while travelling that add value to your trip. If you do not use any apps while travelling, enter ‘NA’

% of travellers that say they do not use any apps while travelling Top 3 mobile apps used while travelling

Japan 73% 1 2 3 Hong Kong 53% Japan Google Maps Line Google

New Zealand 53% Hong Kong Google Maps WhatsApp Facebook Australia 49% New Zealand Google Maps Trip Advisor Facebook Vietnam 42% Australia WhatsApp Facebook Google Maps Korea 40% Vietnam Facebook Zalo Google Maps Taiwan 40% Korea Google Maps Hana Tour Google Philippines 39% Taiwan Line Google Maps Facebook Singapore 37% Philippines Facebook Google Maps Trip Advisor Indonesia 28% Singapore Google Maps WhatsApp Trip Advisor China 24% Indonesia Traveloka WhatsApp Facebook India 22%

China Ctrip WeChat Tuniu Top 3 mobile apps used apps mobile 3 Top Thailand 17% India Make My Trip WhatsApp Google Maps Malaysia 15% Thailand Google Maps Facebook Line 0% 20% 40% 60% 80% Malaysia WhatsApp Google Maps Facebook its and and affiliates subsidiaries Group IT Amadeus ©

30 Talk to Me Talk to throughout theentirethroughout but onmyterms journey, 31 © Amadeus IT Group and its affiliates and subsidiaries © Amadeus IT Group and its affiliates and subsidiaries TALK TO ME Q12. How interested are you in receiving travel-based recommendations (e.g. things to do, places to visit or eat etc.) in the following stages of your travel? While travellers are very open to receiving recommendations throughout the entire travel journey, there is a decline in interest for receiving travel- based recommendations as the trip progresses, falling from a high of 95% when travellers are first considering taking a trip (95%), to a low of 61% once they have finished the trip. This trend is consistent across all markets, although New Zealand and Singapore travellers are least likely to welcome recommendations once their trips come to an end (38% and 36% respectively).

% of travellers interested in receiving travel-based recommendations…

When first considering taking a trip 95%

When evaluating travel options 94%

When making bookings/reservations 90%

After booking but before traveling 85%

During a trip 83%

After finishing the trip 61%

0% 25% 50% 75% 100%

* Percentage of respondents choosing 'Interested' and 'Very interested' for each option is presented. © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

32 TALK TO ME Q13. Which of the following do you prefer to use when it comes to receiving updates or recommendations about your trip? 35% of respondents prefer to receive updates or recommendations about their trips by email, which is the most popular channel in APAC. For more mature markets, preference towards e-mail, a less intrusive form of communication, tends to be much stronger. 62% of Australians and 70% of New Zealanders prefer e-mail. On the contrary, in China, where WeChat has a huge presence, 41% of travellers prefer receiving updates via messaging services. Interestingly, Thai travellers most want to receive updates or recommendations about their trip through social media (47%). Infrequent travellers also tend to favour e-mail communications, while more frequent travellers choose apps by travel companies.

Channels through which travellers prefer to receive updates & recommendations about their trip

Messaging service e.g. WhatsApp,Line 20%

Apps by travel companies 19%

Email 35%

Social Media 19%

Phone call 7%

0% 10% 20% 30% 40% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

33 Delight Me and bring the magic back into travel, every stepoftheway 34 © Amadeus IT Group and its affiliates and subsidiaries © Amadeus IT Group and its affiliates and subsidiaries DELIGHT ME Q14. How often do you use the following apps or services? In APAC, more than 65% of respondents have used sharing economy apps and services, either for getting around (75%) or for accommodation (68%) during a trip. Indian travellers have really embraced the sharing economy, with 72% of them using such services for getting around during a trip ‘often’ or ‘very often’. 48% of them use sharing economy accommodation services ‘often’ or ‘very often’. Travellers from China are treading carefully – while the majority have used sharing economy services, most fall within the ‘seldom’ bucket. On the other end of the spectrum, more than two-thirds of Japanese and over half of New Zealand travellers have never used sharing economy apps or services during a trip.

Applications for getting around during a trip Applications or services for stays during a trip e.g. Uber, Grab, Lyft, Ola, Didi, Chuxing e.g. Airbnb, Couchsurfing, etc.

Never 25% Never 32%

Seldom 39% Seldom 39%

Often 27% Often 22%

Very Often 10% Very Often 7%

0% 10% 20% 30% 40% 50% 0% 10% 20% 30% 40% 50% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

35 DELIGHT ME (Continued) Q14. How often do you use the following apps or services? As expected, millennials are the most likely age group to have used sharing economy apps. Interestingly, business travellers are more likely to use ridesharing apps (49%) than leisure travellers (31%), as well as accommodation apps (38% of business travellers vs. 27% of leisure travellers).

There is also a notable difference in sharing economy adoption for those travelling more frequently compared to those who only travel once or twice per year. While only 28% of infrequent travellers use ridesharing apps and only 21% use accommodation apps, these figures more than double for travellers that take eight or more trips per year.

By travel frequency By age By travel type

28% 42% Applications for getting around during a trip Applications for getting around during a trip 34% 49% e.g. Uber, Grab, Lyft, Ola, Didi, Chuxing 44% e.g. Uber, Grab, Lyft, Ola, Didi, Chuxing Applications for getting around during a trip e.g. Uber, Grab, Lyft, Ola, Didi, Chuxing 62% 31% 31%

21% 35% 36% Applications / services for stays during a Applications / services for stays during a trip Applications / services for stays during a trip e.g. Airbnb, Couchsurfing e.g. Airbnb, Couchsurfing 37% trip 27% e.g. Airbnb, Couchsurfing 27% 53% 22% 0% 13% 25% 38% 50% 63% 0% 18% 35% 53% 70% 0% 11% 21% 32% 42% 53% For business For leisure

1-2 trips in the last 12 months 3-7 trips in the last 12 months 18 -35 (Millennials) 36-51 (Generation X) 8 trips in the last 12 months 52-70 (Baby boomers)

36 DELIGHT ME Q15. Why did you choose to use these sharing economy services and apps? Select all that apply For all markets, ease of use and cost saving are the top reasons for using sharing economy apps, both for getting around during trips as well as for accommodation.

Reasons for using apps to get around during trips Reasons for using services/apps for stays during trips Cost saving 43% Cost saving 46%

Better quality/service 36% Better quality/service 34%

Better safety/security 34% Better safety/security 29%

More flexible solution 37% More flexible solution 36%

Easy to use/convenient 60% Easy to use/convenient 48%

More local experience 25% More local experience 32%

0% 15% 30% 45% 60% 75% 0% 12% 24% 36% 48% 60% © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

37 DELIGHT ME Q16. When you travel, how important is it for you to find each of the following at your destination? Respondents’ priorities vary enormously from country to county, with language expectations a particularly polarising point for travellers. Finding service staff and tour guides who speak a language that travellers can understand is extremely important to travellers from Australia, China, India, New Zealand, Philippines and Singapore. However, travellers from Hong Kong, Indonesia, Korea, Taiwan, Thailand and Vietnam don’t seem to care much for this. (see next slide)

% of travellers that say it’s important to find the following at destination

Food & beverage from your home country 36%

Service staffs who speak your language 47%

Tour guides who speak your language 46%

Religious facilities 32%

Newspaper/TV programs in your language 40%

0% 12% 24% 36% 48% 60%

* Percentage of respondents choosing ‘Somewhat important’ and 'Very important’ for each option is presented. © Amadeus IT Group and its and and affiliates subsidiaries Group IT Amadeus ©

38 DELIGHT ME (Continued) Q16. When you travel, how important is it for you to find each of the following at your destination?

% of respondents who think it’s important to find service % of respondents who think it’s important to find tour staff who speak a language they understand guides who speak a language they understand

Australia 70% Australia 68%

China 73% China 72%

Hong Kong 4% Hong Kong 9%

India 73% India 71%

Indonesia 4% Indonesia 6%

Japan 22% Japan 21%

Korea 6% Korea 8%

Malaysia 47% Malaysia 46%

New Zealand 76% New Zealand 65%

Philippines 78% Philippines 72%

Singapore 84% Singapore 72%

Taiwan 9% Taiwan 12%

Thailand 8% Thailand 11%

Vietnam 3% Vietnam 2%

39 DELIGHT ME Q17. Based on your past travel experiences, which of the following travel service providers have impressed you and exceeded your expectations the most? 14% of APAC travellers say that a travel provider has never exceeded their expectations. Amongst those who were luckier, hotels and booking sites have a higher hit rate than other service providers like airlines or travel agents. The exception is in Vietnam, where travellers are most likely to have been impressed by tour operators (31%). 29% and 25% of Japanese and Hong Kong travellers respectively say a travel provider has never exceeded their expectations.

Travel service providers that have impressed travellers and exceeded expectations the most

Airlines 15%

Hotel or accommodation providers 24%

Booking sites 23%

Travel agent 13%

Tour operators 11%

A travel provider has never exceeded my 14% expectations

40 DELIGHT ME Q18. Briefly share how travel providers exceeded your expectations

“Thanks to our travel provider, we don't have to go to the booking counters at the airports or train “Musafir.com is a very good site and helps you “Expedia was extremely helpful stations, saving us time and giving us a better price customize your itinerary, tweaking it according to when comparison on the same platform” your expectations. “ our airline cancelled our flight”

“I used Airbnb which was an amazing “The information and experiences of travellers experience! Our hosts were so friendly and I had an posted awesome time during on TripAdvisor has been a great help for me when my trip. I really liked the idea behind Airbnb.” booking my trip.”

“Individual staff can make a real “For me, when a travel provider difference by providing local “Some airlines can make travel a special remembers my name and personal information and showing experience through their frequent flyer programs preferences, that is good service.” enthusiasm.” and by offering discounts.”

41 Care for Me Care for and keep mesafe and secure 42 © Amadeus IT Group and its affiliates and subsidiaries © Amadeus IT Group and its affiliates and subsidiaries CARE FOR ME Q19. On a scale of 1 – 5 (1 – no effect at all, 2 – a slight effect, 3 – somewhat less likely to travel, 4 – very unlikely to travel, 5 – I would not travel), how much would each of the following affect your likelihood to travel to a certain destination? Amongst all averse events listed, a recent terror attack is most likely to negatively impact the likelihood of people travelling to a certain destination (62%) particularly amongst Filipino (78%), Korean (74%), Chinese (69%) and Vietnamese (69%) travellers.

Chinese, Korean, Filipino and Vietnamese travellers show a higher sensitivity to averse events across the board.

% of travellers who would avoid a destination due to the following

Inclement or extreme weather 45%

Recent political or social uprising 48%

Safety or security issues (e.g. spike in crime) 52%

Lack of access to adequate medical facilities 32%

Recent terror attack 62%

Likelihood of a natural disaster (e.g. earthquake) 54%

0% 18% 35% 53% 70%

* Percentage of respondents assigning score of 4-5 for each option is presented. its and and affiliates subsidiaries Group IT Amadeus ©

43 CARE FOR ME Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply Friends/family (49%) and booking sites (49%) are the top 2 sources from which travellers wish to receive safety or security updates, followed closely by transport providers (46%), travel agents (45%) and embassies/governments (45%). Respondents from Singapore have a higher reliance on their embassy/government (74%) and immigration authorities (52%), whereas Koreans place more trust in travel agents (57%) and tour operators (47%).

Preferred sources of safety or security updates

Travel agent 45%

Booking site 49%

Transport providers 46%

Hotel 41%

Tour operator 38%

Immigration/border security 36%

Embassy/government 45%

Friends/family 49%

Your employer in case of business trip 16%

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