deloitte’s annual business traveler survey

Deloitte’s annual business traveler survey “Taking Off” in 2012

December 2011

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Copyright © 2011 Deloitte Development LLC. All rights reserved. 1 Deloitte’s annual business traveler survey — Taking Off in 2012

Business traveler survey main

themes 2

Millennials, Generation X may fuel

growth in corporate travel 3

Generation gap may define hotel

preferences 9

Travelers prioritize amenities and

efficiencies 15

About the survey 21

Contents


• Millennials, Generation X may fuel growth in corporate travel

– 85% of business travelers surveyed expect to take same or more trips in 2012

when compared to 2011.

– Younger respondents (18–44 years) are expecting to travel more frequently in

2012 than the older respondents (45+ years).

• Generation gap may define hotel preferences

– Of those respondents who expect to travel less in 2011, six out of ten (64%)

cited the recession as the primary reason.

– Six out of ten (60%) respondents noted that facilities and services quality vary

widely within hotel brands.

• Travelers prioritize amenities and efficiencies

– Six out of ten respondents (61%) expect more from hotels with regards to

amenities and services given that hotel prices have increased.

Business traveler survey main themes

Millennials, Generation X may fuel growth in corporate travel


22.1%

62.8%

15.1%

More

The same

Less

Compared to 2011, you anticipate your 2012 business trips to be:

…take same or more trips in 2012 when compared to 2011.

Majority (85%) of business travelers surveyed expect to...


Compared to 2011, you anticipate your 2012 business trips to be:

…travel more frequently in 2012 than the older respondents (45+ years).

Younger respondents (18–44 years) are expecting to…

27.1%

16.1%

61.4%

64.5%

11.5%

19.4%

18-44

45+

Ag

e g

rou

p

More The same Less


Compared to 2010, your 2011 business trips will be:

…take the same or more trips in 2011 when compared to 2010.

Majority (81%) of business travelers surveyed expect to...

21.3%

60.0%

18.7%

More

The same

Less


28.88%

18.72%

16.04%

14.44%

5.35%

4.81%

11.76%

The recession (fewer meetings, clients, etc.)

The recession (my company now has a more restrictive travel

The recession (I'm personally making an effort to minimize

A job change

Personal reason(s) (sickness, new baby, etc.)

I now use more video-conferencing/Skype/other technologies t

Other

What is the primary reason that you will have taken fewer business trips in

2011 than you did in 2010?

…six out of ten (64%) cited the recession as the primary reason

Of those respondents who expect to travel less in 2011,…


1.4%

15.6%

23.5%

49.6%

9.9%

Strongly Disagree

Disagree

Neither

Agree

Strongly Agree

Facilities and service quality vary widely within the same brand.

…and service quality vary widely within hotel brands

Six out of ten (60%) respondents noted that facilities…

Generation gap may define hotel preferences


Hotel brands are not consistent.

…that hotel brands are not consistent than younger respondents

(18–29 years)

Older respondents (30+ years) are more in agreement…

6.14%

3.16%

23.68%

23.36%

30.70%

24.04%

27.19%

41.76%

12.28%

7.67%

18-29

30+

Ag

e g

rou

p

Strongly disagree Disagree Neither Agree Strongly agree


I would stay at my favorite hotel brand even if it were not in the most

convenient location for the business trip.

…loyal than older respondents (30+ years) when it comes to staying at

their favorite hotel even if the location is not convenient

Younger respondents (18–29 years) are more brand…

6.1%

4.6%

15.8%

30.0%

32.5%

28.8%

27.2%

29.7%

18.4%

6.9%

18-29

30+

Ag

e g

rou

p



3.4%

9.9%

19.9%

45.2%

21.6%

Strongly Disagree

Disagree

Neither

Agree

Strongly Agree

I often work in my hotel room.

…work in their hotel room

Two out of three respondents (67%) say they often…


I often work in the lobby or common area.

…lobby or common area of the hotel than younger respondents

(18–44 years)

Older respondents (45+ years) work less often in the…

13.2%

16.3%

25.4%

44.4%

25.2%

22.7%

25.6%

14.6%

10.6%

2.0%

18-44

45+

Ag

e g

rou

p



I prefer automated check-in kiosks rather than checking in with a hotel

employee at the front desk.

…use automated check in kiosks than older respondents (45+ years)

Younger respondents (18–44 years) are more likely to…

6.40%

10.60%

19.74%

31.13%

38.03%

38.85%

22.30%

15.45%

13.53%

3.97%

18-44

45+

Ag

e g

rou

p


Travelers prioritize amenities and efficiencies


Because hotel prices are up, I expect more from hotels with regards to

amenities and services.

…hotels with regards to amenities and services given that hotel prices

have increased

Six out of ten respondents (61%) expect more from…

1.3%

6.3%

31.8%

47.3%

13.3%

Strongly Disagree

Disagree

Neither

Agree

Strongly Agree


Complimentary high speed Internet in my room is important to me.

…complimentary internet is important to them

Three out of four respondents (77%) believe that…

2.3%

4.6%

15.8%

32.1%

45.2%

Strongly Disagree

Disagree

Neither

Agree

Strongly Agree


2.7%

10.3%

24.5%

40.7%

21.8%

Very Dissatisfied

Dissatisfied

Neutral

Satisfied

Very Satisfied

Availability of free Wi-Fi

…with the availability of free Wi-Fi in hotels.

Nearly two out of three respondents (63%) are satisfied…


37.3%

30.2%

12.1%

6.0%

4.9%

4.8%

4.7%

Flight delays

Security-related delays (long lines) at airports

Living out of a suitcase

Staying at below-standard hotels

Inattentive hotel staff

Lack of amenities at hotels

Other

What do you consider to be the biggest grievance about business travel

today?

…the top two grievances about business travel today among those

surveyed

Flight delays and security-related delays at airports are…


68.6%

47.5%

31.8%

18.0%

17.3%

Free flights

Free upgrades

No blackout dates

Free inflight WiFi

Access to airport lounge

For the airline loyalty program(s) that you belong to, which of the following

components are most important to you?

…programs, 69% say free flights are the most important component,

whereas only 18% value free in-flight Wi-Fi.

For those respondents that belong to airline loyalty…


The survey was commissioned by Deloitte and conducted online by an

independent research company between September 26 and September

27, 2011. The survey polled a nationally representative sample of 1,000

business travelers and has a margin of error of +/- three

percentage points.

As used in this document, ―Deloitte‖ means Deloitte LLP and its

subsidiaries. Please see www.deloitte.com/us/about for a detailed

description of the legal structure of Deloitte LLP and its subsidiaries.

Certain services may not be available to attest clients under the rules and

regulations of public accounting.

About the survey

As used in this document, ―Deloitte‖ means Deloitte LLP and its subsidiaries. Please see

www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

Certain services may not be available to attest clients under the rules and regulations of public accounting.

deloitte’s annual business traveler survey

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older respondents

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