amadeus journey of me insights...purchasing a local sim card at the destination. _ apps that add...

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Amadeus Journey of Me InsightsWhat Asia Pacific travellers want

Sample size: 300Amadeus Asia Pacific

(Singapore report)

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1. Methodology

2. Introducing the Journey of Me

3. The 4 themes

4. Demographic overview: Who we surveyed

5. What Singapore 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 Asias within Asia

The most startling 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. Singaporean respondents displayed a

number of differentiating characteristics, in particular a much

higher demand for finding service staff at the destination that speak a language

they understand (84%) compared to APAC travellers in general (47%).

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 however, that Singaporean

travellers are much less interested inreceiving recommendations post-trip

compared to other travellers.

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 personalised experiences. However, Singaporean

travellers are somewhat more cautious, with just 53% saying they would be open to doing so. 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, APAC travellers seek what’s genuine, and turn to their fellow travellers for inspiration. The research found that traveller review sites and online booking sites have the

largest influence on Singaporean travellers’ trip planning. This was similar

to Asia Pacific as a whole.

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6

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 SINGAPOREAN TRAVELLERS WANT?

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_ Personalisation or privacy? 64% of APAC travellers are open to sharing personal information with travel service providers for more relevant offers and personalised services, but Singaporeans are more cautious with only 53% willing to share data. Female travellers from Singapore tend to be more cautious (52% are not open to sharing) than males (59% open to sharing). Frequent Singaporean travellers are less open to sharing than less frequent travellers.

_ Big screens vs small screens: Across APAC, laptops and desktops are still the most used devices for trip research and booking. While Singaporeans are just as likely as any APAC traveller to research a trip on mobile, they are much less likely to book it through that channel. The majority of them (87%) still prefer to book trips on their laptop and desktop. This could signal less familiarity or trust for the mobile channel amongst Singaporean travellers.

_ Recommendations that matter: Travellers in APAC are most interested in tips that help them save money (37%). However, recommendations that help them plan their itinerary are more favoured amongst Singaporean travellers (40%), compared to only 27% of APAC travellers who chose the same.

_ Who knows better: Online booking websites (50%), social networks (48%) and travel review sites (47%) are the top 3 channels that have sent travellers relevant recommendations. In Singapore, travel review sites get a higher vote amongst travellers at 57%. In contrast, only 17% of Singaporean travellers feel they have received the relevant recommendations from travel agencies. 7

_ Opportunities to inspire: In Singapore, leisure travellers are most likely to plan their trips during the weekends or weekdays after work. Business travellers however, are more likely to plan their trips at work (54%). Only 10% of Singaporeans do most of their travel planning while on holiday, even though generally, 1 in 5 APAC travellers do so.

_ The influencers: People they know or people who are like themselves have the biggest influence on APAC travellers. Online booking or travel sites like Expedia or Skyscanner are the most influential (ranking score 1.2 out of 3), as are friends, family and colleagues (1.2 out of 3). Singaporean travellers are more heavily influenced by traveller reviews than APAC travellers in general (1.4 vs 1.0). For Singaporean female travellers, the top source of influence is traveller reviews; while for male travellers it is online booking sites.

_ New technology: 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 in Singapore showed greater interest in having a 360 degree interactive video that allows them to experience something you would see on your trip (scoring 1.4 out of 3).

KNOW ME INSPIRE ME

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_ Reasons to stay connected: Singaporeans stay connected when travelling so that they can access maps and location information (72%) and research things to do at the destination (63%). They are much less likely to stay connected so that they can meet new people (17%) – they scored the lowest for this in the region. 60% of Singaporean business travellers say they want to stay connected while travelling to stay updated with work/business.

_ How to get connected: In APAC, Wi-Fi (71%) is the top choice for staying connected when travelling abroad, likewise in Singapore (83%). Singaporean travellers also have a higher preference than others for purchasing a local SIM card at the destination.

_ Apps that add value: WhatsApp and Google Maps tie at the top spot as the most popular mobile apps used by Singaporeans while travelling, followed by TripAdvisor and Facebook. 37% of Singaporean travellers say they do not use apps while travelling.

8

_ A good time to ‘talk’: Singaporean travellers are very open to receiving recommendations throughout most of the travel journey. That said, interest levels fall from a high of 92% when first considering taking a trip, to 89% when making a booking, and then drastically to 36% after the trip has finished. Post-trip, Singaporean travellers are least interested in receiving recommendations, compared to all other APAC travellers.

_ “You can reach me via…”: More than half (53%) of Singaporean travellers would prefer to receive updates and recommendations about their trip via e-mail, much more so than the average APAC traveller (35%). Travel company apps and phone calls are the least popular mediums (8% and 1% respectively) for Singaporeans.

CONNECT ME TALK TO ME

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_ Speak my language: Finding service staff and tour guides who speak a language they can understand is important to 84% of travellers from Singapore, particularly amongst female travellers (90%). In contrast, only 47% of APAC travellers would rank the same as important.

_ New world, new options: Cost-saving is a big reason for Singaporeans to use sharing economy services and apps when they travel, more so than the average APAC traveller. For accommodation, only 11% use these apps/services for better quality/service and 14% for better safety/security, which may imply that Singaporeans view sharing economy accommodation services as cheaper and more affordable, but not necessarily safer or better quality.

_ Great expectations: 22% of Singaporean travellers say that a travel provider has never exceeded their expectations. Compared to APAC travellers in general, Singaporeans tend to be less satisfied with travel agents and tour operators. Frequent Singaporean travellers are more likely to have been impressed by an airline, while less frequent travellers are more likely to have been impressed by hotels or other accommodation providers.

9

_ Travel stoppers: A recent terror attack is more likely to negatively affect a Singaporean female traveller’s likelihood to travel (69%) than their male counterparts (53%). While Millennials from Singapore would be most affected by a recent terror attack, Gen X and Baby boomers would be more affected by the likelihood of a natural disaster. The more frequently they travel, the less likely a Singaporean traveller would avoid travelling to a destination that has had a recent terror attack.

_ Safety updates: While less than half of APAC travellers expect to receive safety and security updates from their embassy/government, 74% of Singaporeans said they would. 52% also want to hear from immigration/border security or transport providers. This signals a strong trust in government bodies. Business travellers are much more likely to prefer receiving these updates from their travel agent or booking site compared to leisure travellers.

DELIGHT ME CARE FOR ME

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Demographic overviewWho we surveyed

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

Age Primary reason for travel

DEMOGRAPHIC OVERVIEWA snapshot of Singaporean travellers surveyed

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Male41%Femal

e59%

18 to 24

11%

25 to 34

36%

35 to 44

17%

45 to 54

16%

55 +20%

1-2 tripsin the last 12 months

48%3-7 trips in

the last 12 months45%

8-12 tripsin the last12 months

6%

13 trips or more in the last 12 months

1%

Business16%

Leisure81%

Other3%

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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.

While Singaporeans are just as likely as any APAC traveller to research a trip on mobile, they are much less likely to book it through that channel. The majority of them (87%) still prefer to book the trip on their laptop or desktop. This could signal less familiarity or trust for the mobile channel amongst Singaporean travellers.

KNOW ME

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76%

54%

21%

8%

85%

51%

16%

5%

Laptop/desktop computer

Mobile phone

Tablet

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

Trip Research

74%

46%

16%

12%

87%

27%

11%

9%


Mobile phone

Tablet


Trip Booking

APAC Singapore

KNOW ME

Singaporean millennial travellers are much more likely to use mobile devices to research and book trips compared to older generations. Perhaps unsurprisingly, baby boomers show a higher preference for using intermediaries like travel agencies to help them plan and book trips.

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

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86%

61%

12%

2%

83%

54%

21%

6%

85%

32%

19%

9%


Mobile phone

Tablet


Trip Research

90%

37%

8%

6%

90%

26%

14%

9%

79%

12%

14%

15%


Mobile phone

Tablet


Trip Booking

18-35 (Millennials) 36-51 (Generation X) 52-70 (Baby boomers)

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

Singaporean travellers are much more likely to book their accommodation after they have booked their flights compared to their regional counterparts. Only 23% say they would book accommodation before they book their flights. Singaporean male travellers show little variance in preference for booking before, at the same time as, or after the flight. However, most Singaporean female travellers prefer to book accommodation after the flight.

KNOW ME

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35%

36%

27%

2%

23%

36%

41%

1%

In advance of booking theflight/transport

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

After booking the flight/transport,but before departure

After landing or reaching the destination

APAC Singapore

When do travellers book accommodation When do travellers book accommodation

32%

34%

32%

2%

16%

38%

47%

0%

In advance of booking theflight/transport

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

After booking the flight/transport,but before departure

After landing or reaching the destination

Male Female

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 and help plan their itinerary are the most useful recommendations for Singaporean travellers. Notably, they show a higher preference for the latter compared to the average APAC traveller.

KNOW ME

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Most useful recommendations for leisure travel

37%

29%

17%

28%

27%

27%

24%

0%

41%

23%

16%

25%

24%

40%

24%

1%

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

Other, please specifyAPAC Singapore

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

57% of Singaporean travellers feel that travel review sites have sent them relevant travel recommendations. However, only 17% feel they have received the same from travel agencies, in contrast to 32% of APAC travellers who say they do.

KNOW ME

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Platforms that have sent travellers relevant travel recommendations

29%

34%

32%

50%

15%

18%

48%

47%

34%

4%

25%

26%

17%

48%

12%

12%

53%

57%

39%

6%

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 aboveAPAC Singapore

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?

Singaporeans are a little bit more cautious than the average APAC traveller when it comes to sharing their personal information with travel service providers. Only 53% are ‘somewhat open’ or ‘very open’ to sharing, of which only 7% are ‘very open’.

KNOW ME

Openness to sharing personal information with travel providers

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8%

28%

49%

15%

12%

35%

46%

7%

Not at all open

Somewhat notopen

Somewhat open

Very open

APAC Singapore

(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?

Female travellers from Singapore tend to be more cautious than male travellers. Interestingly, Singaporean frequent travellers are less open to sharing their personal information compared to those who travel less often.

KNOW ME

Openness to sharing personal information with travel providers

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10%

30%

49%

10%

13%

39%

43%

5%

Not at all open

Somewhat notopen

Somewhat open

Very open

Male Female

14%

37%

44%

6%

8%

33%

50%

8%

19%

38%

29%

14%

Not at all open

Somewhat notopen

Somewhat open

Very open

1-2 trips in the last 12 months



By travel frequencyBy gender

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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?

Only 10% of Singaporeans do most of their travel planning while they are on holiday, even though generally, 1 in 5 APAC travellers do so.

INSPIRE ME

When travellers plan their travels

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5%

32%

14%

22%

25%

2%

7%

34%

16%

27%

10%

5%

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 Singapore

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

Singaporean travellers that travel mostly for business naturally do most of their travel planning at work during work hours. Leisure travellers however, are far less likely to plan travel at work (9%) and are more likely to do so during the weekends.

INSPIRE ME

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When travellers plan their travels

6%

25%

54%

8%

6%

0%

7%

36%

9%

31%

10%

6%

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

For business For leisure

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 lowestAmidst the cacophony of all the information they receive, travellers turn to recommendations from people they know or from people that are like themselves. The top 3 sources of influence for Singaporean travellers are traveller reviews, online booking or travel sites and friends/family/colleagues. They also show a greater degree of trust in traveller reviews compared to APAC travellers in general (1.4 vs 1.0).

INSPIRE ME

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Sources that influence travellers’ trip planning

0.6

1.0

0.6

0.3

0.5

1.2

1.2

0.6

0.1

0.6

1.4

0.4

0.2

0.3

1.2

1.2

0.6

0.1

Travel blogs or forums

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

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

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 Singapore

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

(Continued) 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?

Singaporean female travellers are most influenced by traveller reviews; while Singaporean male travellers are most influenced by online booking sites.

INSPIRE ME

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Sources that influence travellers’ trip planning

0.5

1.2

0.4

0.2

0.4

1.4

1.1

0.7

0.1

0.6

1.6

0.4

0.2

0.2

1.1

1.3

0.5

0.1

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 socialmedia)

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

Celebrities or social media influencers

Male

Female

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 in Singapore showed greater interest in having a 360 degree interactive video that allows them to experience something you would see on your trip (scoring 1.4 out of 3).

INSPIRE ME

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New technologies travellers are most interested in

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

1.0

1.4

1.2

0.8

1.0

0.9

1.1

1.4

0.9

1.1

Virtual Reality (e.g. via a headset or Google Cardboard) thatallows you to preview

or experience something you would see on your trip

An augmented reality mobile app that delivers digital overlayscontaining interactive information

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

A 360 degree interactive video that allows you to experiencesomething 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 goeswherever you go

51%

65%

56%

44%

53%

44%

55%

62%

47%

59%

Virtual Reality (e.g. via a headset or Google Cardboard) that allows you topreview

or experience something you would see on your trip

An augmented reality mobile app that delivers digital overlayscontaining interactive information

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

A 360 degree interactive video that allows you to experiencesomething 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 Singapore

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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?

Singaporeans stay connected when travelling so that they can access maps and location information and research things to do at the destination. They are much less likely to stay connected so that they can meet new people (17%) – they scored the lowest for this in the region. 60% of business travellers want to stay connected while travelling in order to stay updated with work/business while those travelling for leisure are less inclined to do so.

CONNECT ME

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Why travellers want to stay connected when travelling

43%

32%

54%

28%

34%

49%

35%

55%

53%

0%

2%

52%

32%

61%

17%

34%

63%

47%

72%

62%

1%

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

Other, please specify

I prefer to disconnect completely when I travel APAC Singapore

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

Most respondents from Singapore use Wi-Fi (83%) to stay connected when they are travelling abroad, a fact mirrored across APAC (71%). Singaporeans also show a stronger preference than other APAC travellers to use a local sim card purchased at the destination.

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How travellers choose to stay connected when travelling abroad

25%

36%

36%

43%

33%

71%

19%

26%

25%

56%

21%

83%

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 homecountry

Local sim card purchased at the destination

International roam-as-you-go services

Wi-Fi

APAC Singapore

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

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Top 3 mobile apps used while travelling

WhatsApp and Google Maps are the most popular mobile apps used by Singaporeans while travelling, followed by TripAdvisor and Facebook. 37% of Singaporean 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?

Singaporean travellers are very open to receiving recommendations throughout most of the travel journey. That said, interest levels fall from a high of 92% when first considering taking a trip, to 89% when making a booking, and then drastically to 36% after the trip has finished. Post-trip, Singaporean travellers are least interested in receiving recommendations, compared to all other APAC travellers.

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%

92%

93%

89%

81%

73%

36%

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

APAC Singapore

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

Over half of all Singaporean travellers would prefer to receive updates and recommendations via e-mail, more so than the APAC traveller. Travel company apps and phone calls are the least popular mediums for Singaporeans.

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

20%

19%

35%

19%

7%

16%

8%

53%

22%

1%

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

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

Email

Social media

Phone call

APAC Singapore

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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?

In APAC, more than 65% of respondents have used sharing economy apps and services, either for getting around or for accommodation during a trip. Singaporeans are just as likely to have used sharing economy services for accommodation, but are less likely to have used the same for getting around during a trip.

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Applications for getting around during a trip e.g. Uber, Grab, Lyft, Ola, Didi, Chuxing

Applications or services for stays during a trip e.g. Airbnb, Couchsurfing, etc.

25%

39%

27%

10%

30%

44%

22%

5%

Never

Seldom

Often

VeryOften

APAC Singapore

32%

39%

22%

7%

32%

39%

24%

5%

Never

Seldom

Often

VeryOften

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

DELIGHT ME

Perhaps unsurprisingly, Singaporean millennial travellers are the most likely age group to have used sharing economy apps. Interestingly, business travellers are more likely to use ridesharing apps (38%) than leisure travellers (23%).

There is also a notable difference in sharing economy adoption for Singaporeans travelling more frequently compared to those who only travel once or twice per year.

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By travel frequency By age By travel type

34%

37%

19%

23%

21%

22%

Apps like Uber, Grab, Lyft, Ola,Didi Chuxing etc.

to get around during my trip

Apps or services like Airbnb,Couch Surfing etc.

for stays during my trip

18-35 (Millennials)

36-51 (Generation X)

52-70 (Baby boomers)

19%

27%

28%

31%

67%

38%

Apps like Uber, Grab, Lyft, Ola,Didi Chuxing

etc. to get around during my trip






38%

29%

23%

30%

Apps like Uber, Grab, Lyft, Ola,Didi Chuxing etc.

to get around during my trip



For business

For leisure

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

Cost-saving is a big reason for Singaporeans to use sharing economy services and apps when they travel, whether for getting around or for stays, more so than the average APAC traveller. For stays, only 11% use these apps/services for better quality/service and 14% for better safety/security, which may imply that Singaporeans view sharing economy accommodation services as cheaper and more affordable, but not necessarily safer or better quality.

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Sample size: 120 (get around the trips), 124 (stays during trips)

Reasons for using apps to get around during trips Reasons for using services/apps for stays during trips

43%

36%

34%

37%

60%

25%

56%

18%

25%

32%

64%

19%

Cost saving

Betterquality/service

Bettersafety/security

More flexiblesolution

Easy touse/convenient

More localexperience

46%

34%

29%

36%

48%

32%

66%

11%

14%

30%

43%

40%

Cost saving

Better quality/service

Better safety/security

More flexible solution

Easy to use/convenient

More local experience

APAC Singapore

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

Finding service staff and tour guides who speak a language they can understand is important to 84% of travellers from Singapore, particularly amongst female travellers (90% vs 75%). In contrast, only 47% of APAC travellers would rank the same as important.

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%

16%

84%

72%

18%

41%

Food and beverage from your home country

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

Tour guides who speak a language you speak/understand

Religious facilities

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

APAC Singapore

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

Compared to APAC travellers in total, Singaporeans are less likely to have been impressed by travel agents or tour operators.

DELIGHT ME

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

15%

24%

23%

13%

11%

14%

14%

30%

22%

7%

6%

22%

Airlines

Hotel or other accommodation providers

Booking sites

Travel agent

Tour operators

A travel provider has never exceeded myexpectations

APAC Singapore

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

Frequent travellers in Singapore are more likely to have been impressed by an airline, while less frequent travellers are more likely to have had their expectations exceeded by hotels or other accommodation providers.

DELIGHT ME

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

13%

28%

20%

8%

8%

23%

13%

32%

24%

5%

4%

21%

29%

24%

19%

5%

0%

24%

Airlines

Hotel or other accommodation providers

Booking sites

Travel agent

Tour operators

A travel provider has never exceeded myexpectations



8 trips or more in the last 12months

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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?

Singaporean travellers are most likely to reconsider their trip in the event of a recent terror attack or in 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%

48%

46%

53%

32%

63%

61%

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 Singapore

(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?

A recent terror attack is more likely to negatively affect a Singaporean female traveller’s likelihood to travel than their male counterpart. Millennials are more likely to avoid travelling due to a recent terror attack, whereas Gen X and baby boomers would be more affected by the likelihood of a natural disaster. The more frequently they travel, the less likely a Singaporean traveller will avoid a destination that has had a recent terror attack.

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

52%

50%

52%

27%

53%

56%

44%

43%

53%

36%

69%

64%


Recent political or socialuprising

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

Lack of or access to adequatemedical facilities


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

MaleFemale

By gender

44%

42%

52%

27%

65%

58%

56%

46%

47%

39%

64%

67%

47%

51%

60%

35%

58%

62%




Lack of or access to adequatemedical facilities



18-35 (Millennials)

36-51 (Generation X)

52-70 (Baby boomers)

By age

50%

46%

56%

33%

65%

64%

47%

47%

51%

30%

63%

57%

38%

38%

43%

43%

48%

62%




Lack of or access to adequate medical facilities






By travel frequency

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

While less than half of APAC travellers would prefer to receive safety and security updates from their embassy/government, 74% of Singaporeans said they would. 52% also want to hear from immigration/border security or a transport provider. This signals a strong dependence or trust in government bodies to care for them when they travel. While ‘friends and family’ is one of the top sources for APAC travellers, only 31% of Singaporeans would rely on them for security and safety updates.

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Preferred sources of safety or security updates

45%

49%

46%

41%

38%

36%

45%

49%

16%

0%

31%

36%

52%

35%

28%

52%

74%

31%

21%

0%

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

Other provider, please specify

APAC

Singapore

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

Business travellers are much more likely to prefer receiving these updates from their travel agent or booking site compared to leisure travellers.

CARE FOR ME

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Preferred sources of safety or security updates

50%

50%

46%

31%

35%

42%

62%

15%

31%

0%

28%

34%

54%

37%

28%

53%

77%

35%

20%

0%

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

Other provider, please specify

For business

For leisure

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