amadeus journey of me insights...tablets for trip booking and research than the average apac...

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Amadeus Journey of Me InsightsWhat Asia Pacific travellers want

(Hong Kong report)

Sample size: 300Amadeus Asia Pacific

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1. Methodology

2. Introducing the Journey of Me

3. The 4 themes

4. Demographic overview: Who we surveyed

5. What Hong Kong travellers want

2

1. Know Me

2. Inspire Me

3. Connect Me

4. Talk to Me

5. Delight Me

6. Care for Me

CONTENT

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• 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),

• Vietnam (300).3

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:

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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.

4

INTRODUCING THE JOURNEY OF ME

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5

There are many Asiaswithin Asia

The most dominant observation from the study is that there is no consistent profile

for the Asia Pacific traveller. Stark contrasts in behaviours, needs and

preferences were observed across all geographic and demographic lines. For

example, while 66% of Chinese travellersdo most of their trip booking on mobile, only 39% of Hong Kong travellers do so.

Separately, while 77% of Hong Kong travellers have ‘never’ or ‘seldom’ use

sharing economy services for trip accommodation, almost half of all Indian travellers say they do so ‘often’ and ‘very

often’.

1The right content, through the right

channel, at the right time

In the world of travel, every engagement point matters. Beyond personalisation,

connecting with travellers in a timely and intuitive manner is equally important.

The good news is that the vast majority of travellers would be interested in

receiving travel recommendations from the moment they consider a trip all the way up to while they are on the trip. It’s worth noting though that while 28% of Hong Kong travellers prefer to receive updates and recommendations about

their trip via messaging services and 27% prefer to be contacted through e-mail, only 3% are happy to be contacted via

phone call.

4

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:

THE FOUR THEMES

The personalisation-privacy paradox

64% of Asia Pacific travellers would be willing to trade personal data for more

relevant offers and personalisedexperiences. In Hong Kong, travellers are slightly more cautious, with only 55% of

them ‘somewhat’ or ‘very open’ to sharing their personal information. In

the face of rising privacy concerns, some boundaries must be maintained and at all times travel providers must respect

and protect personal data and the need for privacy. And above and beyond

adhering to legislation, travel players must be able to articulate ‘what’s the value?’ to get travellers to share their

data.

2Get real: Recommendations they

can trust

Rather than the glossy pictures of travel brochures or the carefully curated

Instagram feeds of celebrities, Asia Pacific travellers seek what’s genuine, and turn to their fellow travellers for inspiration.

The research found that friends, family & colleagues (word of mouth), traveller

reviews and online booking sites have the largest influence on Hong Kong travellers’

trip planning. Their social network and travel review sites were likewise voted most likely to have sent them relevant

recommendations about travel.

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KNOW ME and what I want, before I even want it

INSPIRE ME about the endless possibilities around travel and

technology

CONNECT ME so I can stay in touch with what’s

important to me

TALK TO ME throughout the entire journey, but on my terms

DELIGHT ME and bring the magic back into

travel, every step of the way

CARE FOR ME and keep me safe and

secure

SO WHAT DO HONG KONG TRAVELLERS WANT?

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_ Personalisation or privacy? Hong Kongers are less likely than APAC travellers in general to be open about sharing their personal information to get more relevant offers and personalised services. Just slightly more than half (55%) are willing to be at least ‘somewhat open’ with their information, and only 7% are ‘very open’ to sharing personal information. Millennials in Hong Kong are also less likely to be open to sharing personal information than older generations.

_ Big screens vs small screens: Hong Kongers show a tendency to favourlarger screens when researching and booking trips. They show higher usage of desktops, laptops and tablets for trip booking and research than the average APAC traveller, while usage of mobile phones is lower.

_ Recommendations that matter: Saving money is a stronger priority for Hong Kong travellers than for most APAC travellers. 43% of Hong Kong travellers would find recommendations that help them save money most useful. Recommendations around safety and comfort were the least important to Hong Kong travellers.

_ Who knows better: Hong Kong travellers are more likely to say they receive relevant travel recommendations from their own social network (49%) than from any other platform. Older travellers are more likely than Millennials to say a travel agent has sent them relevant travel recommendations.

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_ Opportunities to inspire: Hong Kongers disproportionately (42%) prefer to plan their trips on weekdays, after work, compared to only 22% of APAC travellers who choose to do the same. They are also much less likely than APAC travellers in general to plan travel while on holiday (12% vs. 25%) – perhaps signaling a strong preference to have details of their trip confirmed in advance.

_ The influencers: Friends, family & colleagues (word of mouth), travellerreviews and online booking sites have the largest influence on Hong Kong travellers’ trip planning.

_ New technology: Female Hong Kong travellers show more interest in new technology like chat bot services or a virtual personal travel assistant – innovations that would provide help or answer questions related to their travels. Male travellers from Hong Kong however, are more interested in technology like virtual reality, augmented reality or a 360-degree interactive video that would deliver a new or enhanced experience.

KNOW ME INSPIRE ME

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_ Reasons to stay connected: Most Hong Kong travellers who want to stay connected while travelling do so to share pictures and experiences from their travels. They are much less inclined to do so to stay updated with work/ business or to meet new people.

_ How to get connected: Most Hong Kong travellers use Wi-Fi (70%) to stay connected when they are travelling abroad. Only 22% of them use international roam-as-you-go services, which is lower than the regional average (33%).

_ Apps that add value: 53% of Hong Kong travellers say they do not use apps when travelling. Among those who do, Google Maps, WhatsApp and Facebook are the top 3 mobile apps used while travelling.

8

_ A good time to ‘talk’: Hong Kong travellers are generally very open to receiving recommendations throughout most of the travel journey. However, amongst frequent travellers, only 18% want to receive travel recommendations after the trip (compared to 62% for less frequent travellers who are open to the same).

_ “You can reach me via…”: The most popular platform through which Hong Kong travellers would like to receive updates or recommendations about their trip is through messaging apps or services (28%), more so than the average APAC traveller who choose the same (20%). Conversely, the average APAC traveller is more likely to choose e-mail as their preferred medium (35%).

CONNECT ME TALK TO ME

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_ Speak my language: Almost half (49%) of Hong Kong travellers say it is important to find religious facilities at their destination, considerably higher than the regional average of 32%. This is more important to Hong Kongers than finding service staff who speak a language they understand (4%). This is a startling difference from other APAC travellers, 47% of whom rated this as important.

_ New world, new options: 77% of Hong Kong travellers have never or seldom use sharing economy services for stays during a trip. Among those who do, cost-saving (47%) is the top reason for choosing a sharing economy option. APAC travellers however, are more likely to use sharing economy services because of ease of use or for convenience.

_ Great expectations: 25% of Hong Kong travellers say a travel provider has never exceeded their expectation. This is higher than only 14% of APAC travellers that say the same.

9

_ Travel stoppers: Female travellers in Hong Kong are across the board, less likely than their male counterparts to be negatively affected by adverse events. Millennial Hong Kongers are also much less likely to be negatively impacted. Only 55% of them would be very unlikely to travel or not at all likely to travel do a destination that has had a recent terror attack. Conversely, 74% of Gen X and 72% of Baby boomers say they would be unlikely to travel in that scenario.

_ Safety updates: Hotels (44%) and booking sites (42%) are the top 2 channels that Hong Kong respondents wish to receive safety or security updates from while travelling. Interestingly, only 5% of Hong Kongerswho travel mostly for business would prefer to receive safety or security updates from their employers.

DELIGHT ME CARE FOR ME

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Demographic overviewWho we surveyed

1-2 trips in the last 12 months

56%


39%


4%

13 trips or more in the last 12 months

1%

Gender Travel frequency(number of trips made in the past 12 months)

Age Primary reason for travel

DEMOGRAPHIC OVERVIEWA snapshot

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Male50%

Female50%

18 to 244%

25 to 3429%

35 to 4425%

45 to 5421%

55 +21%

Business16%

Leisure83%

Other1%

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Know Meand what I want, before I even want it

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Q1. When it comes to researching your trip and making a booking, which device(s) do you use most? Select all that apply.

Hong Kongers show a slight tendency to favour larger screens when researching and booking trips. They show higher usage of desktops, laptops and tablets for trip booking and research than the average APAC traveller, while usage of mobile phones is lower.

KNOW ME

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76%

54%

21%

8%

81%

49%

26%

8%

Laptop/desktop computer

Mobile phone

Tablet

I get someone else to do it for me (e.g. atravel agency)

Research your trip

APAC Hong Kong

74%

46%

16%

12%

81%

39%

20%

11%


Mobile phone

Tablet

I get someone else to do it for me (e.g. atravel agency)

Book your trip

APAC Hong Kong

KNOW ME

Usage of mobile phones to research and book trips is higher amongst Hong Kong female travellers compared to male travellers. The research also found that business travellers in Hong Kong use mobile phones for research and booking more than leisure travellers.

(Continued) Q1. When it comes to researching your trip and making a booking, which device(s) do you use most?

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83%

45%

26%

8%

79%

54%

26%

7%


Mobile phone

Tablet

I get someone else to do it for me (e.g. a travel agency)

Research your trip

80%

35%

19%

15%

81%

42%

21%

7%


Mobile phone

Tablet

I get someone else to do it for me (e.g. a travel agency)

Book your trip

Male Female

Q2. When do you usually book your accommodation for a trip?

Hong Kong travellers are much more likely than the average APAC traveller to book their accommodation after booking the flight/transport. Almost no Hong Kong travellers said they would book accommodation after landing or reaching the destination, which shows a lower inclination for spontaneous behaviour while travelling.

KNOW ME

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When do travellers book accommodation

35%

36%

27%

2%

21%

34%

45%

0%

In advance of booking the flight/transport

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

After booking the flight/transport, but beforedeparture

After landing or reaching the destination

APAC Hong Kong

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

Saving money is a stronger priority for Hong Kong travellers than most APAC travellers. 43% of Hong Kong travellers would find recommendations that help them save money most useful. Notably, while recommendations that make travel more comfortable was the second most popular choice for APAC travellers, Hong Kong travellers ranked it as the second least preferred recommendation.

KNOW ME

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Most useful recommendations for leisure travel

37%

29%

17%

28%

27%

27%

24%

43%

19%

22%

30%

18%

32%

21%

Recommendations that help me save money

Recommendations that make my travel more comfortable

Recommendations that help me save time

Recommendations that help me identify the best sightseeingoptions

Recommendations that ensure my safety

Recommendations that help me plan my itinerary

Recommendations that expose me to new experiences

APAC Hong Kong

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

Hong Kong travellers are more likely to say they receive relevant travel recommendations from their own social network (49%) than from any other platform. Travel review sites and online booking websites come next in line.

KNOW ME

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Platforms that have sent travellers relevant travel recommendations

29%

34%

32%

50%

15%

18%

48%

47%

34%

4%

20%

27%

26%

44%

12%

13%

49%

45%

33%

5%

Airline website or app (e.g. Singaporeair.com, Koreanair.com, Emirates.com)

Hotel website or app

Travel agency

Online booking websites (e.g. Expedia, Goibibo, Skyscanner, kayak)

Hotel concierge

Airline in-flight magazine

Social network e.g. Friends/family

Travel review site (e.g. TripAdvisor)

Travel blogs/forums

None of the above

APAC Hong Kong

(Continued) 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

Older travellers are more likely than Millennials to say a travel agent has sent them relevant travel recommendations.

KNOW ME

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Platforms that have sent Hong Kong travellers relevant travel recommendations

21%

22%

10%

47%

8%

7%

49%

47%

32%

7%

18%

32%

33%

39%

16%

18%

44%

44%

31%

5%

23%

24%

37%

47%

11%

13%

54%

46%

36%

2%

Airline website or app (e.g. Singaporeair.com, Koreanair.com,Emirates.com)

Hotel website or app

Travel agency

Online booking websites (e.g. Expedia, Goibibo, Skyscanner, kayak)

Hotel concierge

Airline in-flight magazine

Social network e.g. Friends/family

Travel review site (e.g. TripAdvisor)

Travel blogs/forums

None of the above

18-35 (Millennials)

36-51 (Generation X)

52-70 (Baby boomers)

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?

Hong Kongers are less likely than APAC travellers in general to be open to sharing their personal information to get more relevant offers and personalised services. Just slightly more than half (55%) are willing to be at least ‘somewhat open’ with their information, and only 7% are ‘very open’ to sharing personal information.

KNOW ME

Openness to sharing personal information with travel providers

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8%

28%

49%

15%

12%

33%

48%

7%

Not at all open

Somewhat notopen

Somewhat open

Very open

APAC Hong Kong

(Continued) 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?

Interestingly, Millennials are less likely to be open to sharing their personal information than older travellers. More than half (54%) would be completely against or somewhat against doing so.

KNOW ME

Openness to sharing personal information with travel providers

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7%

47%

42%

4%

16%

27%

49%

8%

12%

24%

53%

10%

Not at all open

Somewhat notopen

Somewhat open

Very open

18-35 (Millennials)



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Inspire Meabout the endless possibilities around travel and technology

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Q6. When do you do most of your travel planning?

Hong Kongers disproportionately (42%) prefer to plan their trips on weekdays, after work, compared to only 22% of APAC travellers who prefer the same. They are also much less likely than the average APAC traveller to plan travel while on holiday (12% vs 25%) – signalling a need to have details of their trip confirmed in advance.

INSPIRE ME

When do travellers plan their travels

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5%

32%

14%

22%

25%

2%

4%

26%

15%

42%

12%

1%

When you’re commuting from one place to another

During the weekends

While you’re at work

Weekdays, after work

While you are on holiday

Others, please specify

APAC Hong Kong

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

Like the average APAC traveller, Hong Kongers tend to trust their friends and family the most. The second and third top sources of influence are online booking or travel sites and traveller reviews, although these have a lower level of influence over Hong Kong travellers compared to other APAC travellers.

INSPIRE ME

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*Scoring: Rank 1=3, rank 2=2, rank 3=1, otherwise=0, average score of each option is presented.

Sources that influence travellers’ trip planning

0.6

1.0

0.6

0.3

0.5

1.2

1.2

0.6

0.1

0.7

0.9

0.7

0.2

0.6

0.9

1.2

0.7

0.2

Travel blogs or forums

Traveller reviews (e.g. on sites like TripAdvisor)

Social media (General or sponsored content on Facebook, Twitter, Instagram etc.)

Brochures (from hotel reception, travel desks, airports etc.)

Travel agents

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

Friends/family/colleagues (word of mouth or through social media)

Travel Guides (e.g. Lonely Planet, Discovery)

Celebrities or social media influencers

APAC Hong Kong

Q8. Rank the following new technologies from highest to lowest, based on your interest in using them for planning or while on a trip.

Hong Kong travellers are most interested in an augmented reality mobile app or a 360-degree interactive video.

INSPIRE ME

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New technologies travellers are most interested in


1.0

1.4

1.2

0.8

1.0

1.1

1.4

1.4

0.9

1.0

Virtual Reality (e.g. via a headset or Google Cardboard) that allows you to preview or experience something you would see onyour trip

An augmented reality mobile app that delivers digital overlays containing interactive information about the culture or history ofthe site where you are at, using your phone camera

A 360 degree interactive video that allows you to experience something you would see on your trip

A chat bot service to answer frequently asked questions or to help you ‘on the go’.

A virtual personal travel assistant or concierge that goes wherever you go

APAC Hong Kong

(Continued) Q8. Rank the following new technologies from highest to lowest, based on your interest in using them for planning or while on a trip.

Female Hong Kong travellers show more interest in new technologies like chat bot services or a virtual personal travel assistant – innovations that would provide help or answer questions related to their travels. Male travellers from Hong Kong however, are more interested in technology like virtual reality, augmented reality or a 360-degree interactive video that would deliver a different a new or enhanced experience.

INSPIRE ME

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New technologies travellers are most interested in


1.2

1.5

1.5

0.8

0.9

1.0

1.3

1.3

0.9

1.2

Virtual Reality (e.g. via a headset or Google Cardboard)that allows you to preview or experience something you would see on your trip

An augmented reality mobile app that delivers digital overlays containing interactiveinformation

about the culture or history of the site where you are at, using your phone camera

A 360 degree interactive video that allows you to experience something you would see on yourtrip

A chat bot service to answer frequently asked questions or to help you ‘on the go’.

A virtual personal travel assistant or concierge that goes wherever you go

Male

Female

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Connect Meso I can stay in touch with what’s important to me

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Q9. Why do you want to stay connected when you travel?

Hong Kong travellers who choose to stay connected while travelling most likely do so to share pictures and experiences from their travels, let people know they are safe, or to access maps and location information. Compared to the average APAC traveller, they are less likely to stay connected in order to stay updated with work/business or to meet new people.

CONNECT ME

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Why travellers want to stay connected when travelling

43%

32%

54%

28%

34%

49%

35%

55%

53%

2%

45%

22%

54%

21%

22%

37%

31%

50%

51%

2%

Keep up to date with what is happening in the world

Stay updated with work/business

Share pictures and experiences from my travels with friends and family

Meet new people using travel and social apps

Use convenience apps like Uber, Foodpanda, Grab, Deliveroo, Zomatoetc.

Research things to do at the destination

Translate local language

Access maps and location information

Let people know I’m safe

I prefer to disconnect completely when I travel

APAC Hong Kong

Q10. How do you choose to stay connected when you are travelling abroad? Select all that apply

Most Hong Kong travellers use Wi-Fi (70%) to stay connected when they are travelling abroad. Only 22% of them use international roam-as-you-go services, which is lower than the regional average (33%).

CONNECT ME

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How travellers choose to stay connected when travelling abroad

25%

36%

36%

43%

33%

71%

28%

34%

35%

48%

22%

70%

Mobile phone calls for emergencies only

Hotel-provided smartphone devices with free data and local calls (e.g. Handy)

International phone/data package purchased before leaving my home country

Local sim card purchased at the destination

International roam-as-you-go services

Wi-Fi

APAC Hong Kong

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’

CONNECT ME

To

p 3

mobile

apps u

sed

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Top 3 mobile apps Hong Kongers use while travelling

12 3

Google Maps is the most popular mobile app used by Hong Kongers while travelling, followed by WhatsApp and Facebook. 53% of Hong Kong travellers say they do not use apps while travelling.

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Talk to Methroughout the entire journey, but on my terms

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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?

Hong Kong travellers are generally very open to receiving travel-based recommendations across all stages of their journey. However, interest tends to be highest when they are first considering taking a trip (95%) and when they are evaluating travel options (96%).

TALK TO ME

* Percentage of respondents choosing 'Interested' and 'Very interested' for each option is presented.

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% of travellers interested in receiving travel-based recommendations…

95%

94%

90%

85%

83%

61%

95%

96%

93%

92%

85%

60%

When first considering taking a trip

When evaluating travel options

When making your bookings/reservations

After booking but before travelling

During the trip

After completing the trip

APAC Hong Kong

(Continued) 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?

Amongst frequent travellers from Hong Kong, only 18% of them would want to receive travel recommendations after the trip. Less frequent travellers however, remain quite open to receiving recommendations after the trip.

TALK TO ME

* Percentage of respondents choosing 'Interested' and 'Very interested' for each option is presented.

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% of travellers interested in receiving travel-based recommendations…

97%

96%

96%

94%

85%

63%

94%

95%

91%

90%

87%

62%

88%

100%

88%

88%

76%

18%

When you are first considering taking a trip

When you are evaluating travel options

When you are making yourbookings/reservations

After booking but before you travel

During your trip

After you have finished the trip




Q13. Which of the following do you prefer to use when it comes to receiving updates or recommendations about your trip?

The most popular platform through which Hong Kong travellers would like to receive updates or recommendations is messaging apps or services (28%). They show a lower preference for e-mail compared to the average APAC traveller, and only 3% of Hong Kong travellers want to be contacted via phone call.

TALK TO ME

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

20%

19%

35%

19%

7%

28%

19%

27%

23%

3%

Messaging service (e.g. WhatsApp, LINE, WeChat,KakaoTalk)

Apps by travel companies (e.g. airline apps, hotel apps)

Email

Social media

Phone call

APAC Hong Kong

(Continued) Q13. Which of the following do you prefer to use when it comes to receiving updates or recommendations about your trip?

Frequent travellers in Hong Kong are much more open to using apps and social media to receive updates and recommendations compared to less frequent travellers.

TALK TO ME

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

30%

20%

24%

22%

4%

26%

16%

32%

25%

1%

29%

24%

12%

29%

6%

Messaging service (e.g. WhatsApp, LINE, WeChat,KakaoTalk)

Apps by travel companies (e.g. airline apps, hotel apps)

Email

Social media

Phone call




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Delight Meand bring the magic back into travel, every step of the way

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Q14. How often do you use the following apps or services?

86% of Hong Kong travellers have never or seldom use sharing economy services to get around during a trip. Likewise 77% have never or seldom use sharing economy accommodation services.

DELIGHT ME

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25%

39%

27%

10%

30%

56%

12%

1%

Never

Seldom

Often

VeryOften

Apps like Uber, Grab, Lyft, Ola, Didi Chuxing etc. to get around during my trip

APAC Hong Kong

32%

39%

22%

7%

29%

48%

21%

3%

Never

Seldom

Often

VeryOften

Apps or services like Airbnb, Couch Surfing etc. for stays during my trip

APAC Hong Kong

(Continued) Q14. How often do you use the following apps or services?

DELIGHT ME

There is however, a notable difference in sharing economy adoption amongst those who travel more frequently compared to those who only travel once or twice per year. While only 10% of infrequent Hong Kong travellers use ridesharing apps and only 18% use sharing economy accommodation apps, these figures are a lot higher for travellers that take eight or more trips per year.

In addition, the use of sharing economy apps is much higher amongst business travellers than leisure travellers.

37

By travel frequency By travel type

10%

18%

15%

31%

35%

29%

Apps like Uber, Grab, Lyft, Ola, Didi Chuxingetc.

to get around during my trip

Apps or services like Airbnb, Couch Surfingetc.

for stays during my trip




27%

38%

10%

20%

Apps like Uber, Grab, Lyft, Ola, DidiChuxing etc.

to get around during my trip

Apps or services like Airbnb, CouchSurfing etc.

for stays during my trip

For business

For leisure

% of respondents choosing ‘often’ or ‘very often’ for each option is presented

Q15. Why did you choose to use these sharing economy services and apps? Select all that apply

Cost-saving (47%) is the top reason why Hong Kong travellers would choose a sharing economy option for stays. APAC travellers however, are more likely to use the same because of ease of use or for convenience.

DELIGHT ME

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43%

36%

34%

37%

60%

25%

33%

24%

25%

36%

43%

27%

Cost saving

Better quality/service

Better safety/security

More flexible solution

Easy to use/convenient

More local experience

For getting around during trips

46%

34%

29%

36%

48%

32%

47%

24%

18%

24%

34%

34%

Cost saving

Better quality/service

Better safety/security

More flexible solution

Easy to use/convenient

More local experience

For stays during trips

APAC Hong Kong

Q16. When you travel, how important is it for you to find each of the following at your destination?

Almost half of all Hong Kong travellers say it is important to find religious facilities at their destination, considerably higher than the regional average of 32%. Meanwhile only 4% of Hong Kongers think it is important to find service staff at destination who speak a language they understand, while almost half of all APAC travellers say it is.

DELIGHT ME

* Percentage of respondents choosing ‘Somewhat important’ and 'Very important’ for each option is presented.

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

36%

47%

46%

32%

40%

37%

4%

9%

49%

20%

Food and beverage from your home country

Service staff (in hotel or shops) who speak a language you speak/understand

Tour guides who speak a language you speak/understand

Religious facilities

Newspapers or TV programmes in language(s) you speak/understand

APAC Hong Kong

Q17. Based on your past travel experiences, which of the following travel service providers have impressed you and exceeded your expectations the most?

25% of Hong Kong travellers say a travel provider has never exceeded their expectations. This is higher than only 14% of APACtravellers that said the same. Compared to APAC travellers in general, Hong Kong travellers are less likely to have been impressed by an airline.

DELIGHT ME

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

15%

24%

23%

13%

11%

14%

9%

25%

22%

10%

8%

25%

Airlines

Hotel or other accommodation providers

Booking sites

Travel agent

Tour operators

A travel provider has never exceeded myexpectations

APAC Hong Kong

(Continued) Q17. Based on your past travel experiences, which of the following travel service providers have impressed you and exceeded your expectations the most?

Leisure travellers from Hong Kong are harder to please than those travelling for business – 27% say that they have never had a travel provider exceed expectations, compared to only 15% of business travellers who say the same.

DELIGHT ME

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

10%

19%

29%

13%

15%

15%

9%

27%

20%

10%

6%

27%

Airlines

Hotel or other accommodation providers

Booking sites

Travel agent

Tour operators

A travel provider has never exceeded myexpectations

For business

For leisure

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Care for Meand keep me safe and secure

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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?

Recent terror attack/s are most likely to negatively impact the likelihood of Hong Kongers travelling to a certain destination, followed by the likelihood of a natural disaster.

CARE FOR ME

* Percentage of respondents assigning score of 4-5 for each option is presented.

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

45%

48%

52%

32%

62%

54%

42%

46%

57%

38%

66%

59%

Inclement or extreme weather

Recent political or social uprising

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

Lack of or access to adequate medical facilities

Recent terror attack/s

Likelihood of a natural disaster (e.g. earthquake, typhoon)

APAC Hong Kong

(Continued) 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?

Female travellers in Hong Kong are, across the board, less likely than their male counterparts to be negatively affected by adverse events. Millennial Hong Kongers are also much less likely to be negatively impacted. Only 55% of them would be very unlikely to travel or not at all likely to travel to a destination that has had a recent terror attack. Conversely, 74% of Gen X and 72% of Baby Boomers say they would be affected.

CARE FOR ME

* Percentage of respondents assigning score of 4-5 for each option is presented.

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44

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

44%

50%

60%

41%

68%

63%

39%

42%

54%

34%

65%

56%



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

Lack of or access toadequate medical facilities


Likelihood of a natural disaster(e.g. earthquake, typhoon)

Male

Female

33%

34%

47%

31%

55%

45%

48%

59%

68%

41%

74%

71%

46%

46%

58%

42%

72%

64%



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

Lack of or access toadequate medical facilities


Likelihood of a natural disaster(e.g. earthquake, typhoon)

18-35 (Millennials)



Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply

Hotels (44%) and booking sites (42%) are the top 2 channels that Hong Kong respondents wish to receive safety or security updates from at the destination. They are much less likely than the average APAC traveller to depend on tour operators, or their employer if they are travelling for business.

CARE FOR ME

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Preferred sources of safety or security updates

45%

49%

46%

41%

38%

36%

45%

49%

16%

40%

42%

36%

44%

21%

37%

39%

41%

5%

Travel agent

Booking site

Transport provider (e.g. Airline, train line, bus company)

Hotel

Tour operator

Immigration/border security

Embassy/government

Friends/family

Your employer if you’re travelling for business

APAC Hong Kong

(Continued) Q20. From whom would you prefer to receive safety or security updates at the destination? Select all the apply

Interestingly, only 12% of Hong Kongers who travel mostly for business would prefer to receive safety or security updates from their employers. They are more likely to look to immigration or border security (56%) or travel agents (52%), while those travelling for leisure prefer to receive these updates from booking sites or immigration/border security.

CARE FOR ME

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Preferred sources of safety or security updates

52%

28%

20%

48%

24%

56%

32%

28%

12%

38%

45%

39%

43%

21%

34%

41%

43%

4%

Travel agent

Booking site

Transport provider (e.g. Airline, train line, buscompany)

Hotel

Tour operator

Immigration/border security

Embassy/government

Friends/family

Your employer if you’re travelling for business

For business

For leisure

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