ft travel gist 2012 mari matoba us manager, customer & market insights anna tatham community...

FT Travel GIST 2012

Mari MatobaUS Manager, Customer & Market Insights

Anna TathamCommunity Manager, Customer & Market Insights

2

2

1 Background & Methodology

2 Booking & Decision Process

3 Industry Sentiment

4 Trip Frequency, Spending & Front of Plane

5 Budget Expectations

6 Brand Familiarity

7 Important Attributes When Selecting Airlines/ Hotels

8 Brand Ratings Against Attributes

9 Loyalty / Rewards Programs

10 Media Usage

FT Travel GIST 2012: Topics Covered

NB: Some brands only tracked regionally

GLOBAL

EUROPE ONLY

ASIA ONLY

US

2012 Brands TrackedHotels

NB: Some brands only tracked regionally

GLOBAL

EUROPE ONLY

US ONLY

ASIA ONLY

2012 Brands TrackedAirlines

5

Background & Methodology

6

Measures 24 Airlines and 24 Hotels

Sample Recruited from the FT Feedback Forum (FT global panel) and FT.com

Survey live from June 20- July 5, 2012

Incentive prize draw for one check valued at £200

Sample: 1,244– Leisure: 708– Business: 536

Specific Areas Explored

Travel plans, sentiment Familiarity and ratings of brands Brand performance on each attribute

2012 FT Travel GIST

2012 FT Travel GIST n=1244

7

Regional Breakdown

Global 1244

UK 397 32%

CEMEA 373 30%

USA 277 22%

Americas ex. USA 62 5%

Asia Pacific (& ROW) 129 10%

Other 6 0%

Gender

Male 775 85%

Female 127 15%

Working Status

Working/ Looking for Work 877 72%

Retired 206 17%

Student 20 2%

2012 Travel GIST Respondent ProfileRegional Breakdown, Gender, Working Status



Job Industry

Any Financial Services 192 23%

Education/ Health 100 13%

Law/ Management Consulting 82 10%

Government/ Politics/ NGO 62 8%

Media/ PR/ Marketing 60 7%

IT/ Telecoms 56 7%

2012 Travel GIST Respondent ProfileJob Industry, Job Title, Company Size

Job Title

Any C-Suite 311 37%

Board Member/ VP/ Other Managerial 189 22%

Company Size

Mean 3,347

Under 1,000 Employees 483 59%

1,000+ Employees 326 41%

9

Household Income

Less than £49,999 / €74,999 / US$99,999 230 33%

£50-99,999 / €75-149,999 / US$100-199,999 236 34%

£100-249,999 / €150-374,999 / US$200-499,999 170 25%

£250-499,999 / €375-749,999 / US$500-999,999 40 6%

£500,999+ / €750,000+ / US$1m+ 15 2%

Mean £122,033

2012 Travel GIST Respondent ProfileHousehold Income, Net Worth

Net Worth Excluding Main Residence

Less than £49,999 / €74,999 / US$99,999 242 28%

£50-249,999 / €75-374,999 / US$100-499,999 233 28%

£250-499,999 / €375-749,999 / US$500-999,999 125 15%

£500-999,999 / €750-1.49m / US$1-1.9m 98 12%

£1-1.9m / €1.5-2.9m / US$2-3.9m 81 10%

£2m+ / €3m+ / US$4m+ 62 7%

Mean £626,255


10

Business Travel Respondents Leisure Travel Respondents

86% Male/ 14% Female

88% Working Full/Part Time

39% C-Suite Executives

81% Also Travelled for Leisure/ on Holiday

Mean HHI $269,291

Mean Net Worth $1.2m

Regional Distribution:

20% USA

28% UK

35% CEMEA

12% Asia

86% Male/ 14% Female

63% Working Full/Part Time

35% C-Suite Executives

37% Also Travelled on Business

Mean HHI $216,684

Mean Net Worth $1.3m

Regional Distribution:

24% USA

35% UK

26% CEMEA

9% Asia


2012 Travel GIST Respondent ProfileBusiness Vs. Leisure Respondents

11

Hotel Brand Familiarity

12

Q. How familiar are you with each of the following hotels?

65%56%

52%52%

45%33%32%31%

22%21%

18%18%18%

14%14%

11%7%

22%18%

10%9%

6%6%

28%35%

32%31%

38%37%

27%31%

21%22%29%

23%20%

21%21%

18%17%

33%29%

27%18%

22%17%

9%14%

28%33%

36%40%

25%37%53%

35%38%37%

41%34%

36%33%

37%34%

10%48%

1%2%

1%8%2%

17%32%

15%6%

27%28%27%

29%42%

9%20%

27%40%

63%29%

15%17%

7%HiltonMarriott

HyattIntercontinental

SheratonFour Seasons

Park HyattRitz CarltonShangri-La

Leading Hotels of the WorldMandarin Oriental

Waldorf AstoriaPeninsula

ConradSt. Regis

Taj HotelsJumeirah

Radisson Edwardian (inc. The Mayfair)Oberoi Hotels and Resorts

Banyan TreeThe Luxury Collection

LeelaDorchester collection

Very familiar Somewhat familiar Know the name only Never heard of the hotel

Hotel FamiliarityGlobal Business

FT Travel GIST 2012; Business Travelers n=536

13

Q. How familiar are you with each of the following hotels?

80%

79%

74%

65%

56%

49%

48%

45%

33%

30%

28%

20%

17%

13%

12%

9%

8%

7%

18%

19%

25%

31%

31%

30%

38%

27%

25%

30%

22%

16%

36%

21%

22%

18%

25%

14%

2%

1%

20%

15%

18%

38%

29%

24%

34%

33%

39%

19%

33%

40%

27%

4%

10%

3%

10%

25%

30%

14%

28%

47%

40%

27%

52%

4%

9%

2%Marriott

Hilton

Hyatt

Sheraton

Intercontinental

Ritz Carlton

Four Seasons

Park Hyatt

Waldorf Astoria

St. Regis

Peninsula

Shangri-La

Mandarin Oriental

Conrad

Leading Hotels of the World

The Luxury Collection

Taj Hotels

Jumeirah

Very familiar Somewhat familiar Know the name only Never heard of the hotel

Hotel FamiliarityUSA Business


14

Hotel Brand Usage

15

58%46%

33%

32%

32%

23%

16%

15%

15%

11%

10%

8%

8%

6%

6%

5%

5%

4%

3%

2%

1%

1%

1%

50%

41%

38%

40%

38%

37%

21%

24%

20%

20%

13%

16%

21%

11%

16%

16%

16%

10%

4%

6%

3%

1%1%

HiltonMarriott

HyattIntercontinental

SheratonFour Seasons

Leading Hotels of the WorldPark Hyatt

Ritz CarltonShangri-La

Radisson Edwardian (inc. The Mayfair)Conrad

Mandarin OrientalSt. Regis

Taj HotelsPeninsula

Waldorf AstoriaJumeirah

The Luxury CollectionDorchester collection

Banyan TreeLeela

Oberoi Hotels and Resorts

Stayed with past12 months

Consider stayingwith next 12months


Stayed/ Would Stay For Business Next YearPrevious Usage vs. Usage Consideration

Q. Which of these hotels have you stayed with for business over the past 12 months, or consider staying with for business over the next 12 months?

16

Hotel Brand Opinion

17

34%

31%

27%

24%

23%

22%

19%

19%

18%

18%

18%

17%

16%

15%

14%

13%

13%

31%

27%

27%

24%

29%

30%

44%

44%

44%

29%

22%

21%

43%

20%

41%

25%

19%

33%

41%

44%

50%

45%

46%

34%

29%

36%

51%

56%

58%

36%

63%

41%

60%

62%

1%

2%

2%

7%

2%

2%

2%

3%

5%

2%

4%

2%

4%

1%

1%

1%

1%

1%

1%

1%

1%

1%

2%

2%

1%

1%

2%

1%

Four Seasons

Ritz Carlton

Mandarin Oriental

Peninsula

Shangri-La


Hyatt

Hilton

Intercontinental

Park Hyatt

Waldorf Astoria

Taj Hotels

Marriott

St. Regis

Sheraton

Conrad

Jumeirah

5 - Very Favourable 4 3 - Neither favourable nor unfavorable 2 1 - Very Unfavourable

Hotel FavorabilityGlobal Business Hotels

Q. Based on your experiences or overall perceptions, please rate each of the following hotels in terms of your overall opinion of it for business travel.

2012 FT Travel GIST; Business Travellers Name Only/ Somewhat / Very Familiar With Brands n=240-441

18

49%

44%

37%

33%

26%

26%

21%

21%

21%

21%

21%

20%

18%

18%

13%

11%

9%

7%

22%

32%

23%

18%

30%

24%

47%

47%

45%

29%

16%

36%

39%

29%

13%

20%

23%

45%

27%

22%

41%

47%

45%

48%

30%

27%

29%

47%

58%

42%

38%

49%

71%

65%

63%

42%

1%

3%

5%

5%

3%

3%

2%

6%

4%

3%

4%

4%

1%

2%

2%

1%

1%

5%

Ritz Carlton

Four Seasons

Peninsula

Mandarin Oriental

St. Regis

Waldorf Astoria

Intercontinental

Hilton

Hyatt

Shangri-La

Taj Hotels

Park Hyatt

Marriott


Conrad

Jumeirah

The Luxury Collection

Sheraton

5 - Very Favourable 4 3 - Neither favourable nor unfavorable 2 1 - Very Unfavourable

2012 FT Travel GIST; Business Travellers Name Only/ Somewhat / Very Familiar With Brands and Live in the USA n=45-95

Hotel FavorabilityUSA Business Hotels

Q. Based on your experiences or overall perceptions, please rate each of the following hotels in terms of your overall opinion of it for business travel.

19

Important Attributes When Selecting Airlines/ Hotels

20FT Travel GIST 2012; Business Travelers n=536

Importance of AttributesHotels for Business

Business Hotel Attributes

1. Convenient location 7. Facilities (gym, pool, spa)

2. Quality of service/ staff efficiency 8. Part of a recognized global chain

3. Value for money 9. Loyalty / Rewards program

4. Luxury / Comfortable rooms 10. Bar & restaurant

5. Tech available in the room for working 11. Business centre

6. Quality of food & drink 12. Entertainment facilities avail. in room

Q. When choosing a hotel for business travel, how important are each of the following attributes?

21

58%

47%

44%

29%

28%

18%

13%

13%

13%

10%

10%

6%

36%

39%

39%

43%

40%

39%

28%

27%

27%

30%

28%

16%

13%

15%

21%

23%

30%

31%

36%

35%

37%

36%

40%

5%

11%

11%

10%

12%

12%

19%

5%

6%

17%

14%

15%

11%

14%

19%

5%1%

1%

3%

5%

7%

2%

Convenient location

Quality of service / staff efficiency andfriendliness

Value for money

Luxury / comfortable rooms

Range of technology available in the room forworking

Quality of food and drink

Facilities (gym / pool / spa)

Being part of a recognised global chain

Loyalty / rewards programme

Bar and restaurant

Business centre

Range of entertainment facilities available in room

5 - Very important 4 3 - Neither important nor unimportant 2 1 - Not at all important

Importance of AttributesHotels for Business

Q. When choosing a hotel for business travel, how important are each of the following attributes?


23

Brand Ratings Against Attributes - Global

24

2012 Global Drivers of Business Hotel Usage

Convenient Location 24.4%

Range of Tech Avail in Room for Working 12.8%

Business Centre 8.2%

Part of Recognized Global Chain 3.2%

Facilities (gym/ pool/ spa) 2.3%

Loyalty/ Rewards Programme 11.4%

Value for Money 12.1%

Quality of Service/ Staff efficiency 2.0%

Range of Entertainment Facilities in Room 1.9%


Luxury / Comfortable Rooms 21.7%

25

2012 Global Drivers of Business Hotel Favorability

Convenient Location 17.3%

Range of Tech Avail in Room for Working 12.8%

Part of Recognized Global Chain 0.8%

Bar & Restaurant 0.7%

Quality of Service/ Staff efficiency

30.2%

Range of Entertainment Facilities in Room 6.9%


Luxury / Comfortable Rooms 1.2%

Quality of Food & Drink 40.7%

26

22%

19%

18%

16%

15%

14%

12%

12%

10%

8%

7%

6%

6%

6%

5%

4%

2%

Hilton

Marriott

Sheraton

Intercontinental

Hyatt

Four Seasons

Park Hyatt

Ritz Carlton

Waldorf Astoria

Shangri-La

Peninsula

Conrad

LHOWMandarinOriental

Taj Hotels

St. Regis

Jumeirah

20%

19%

14%

14%

13%

13%

13%

13%

13%

12%

12%

11%

8%

8%

7%

6%

5%

Four Seasons

Ritz Carlton

Marriott

Park Hyatt

Hilton

Intercontinental

Hyatt

Waldorf AstoriaMandarinOriental

Sheraton

Shangri-La

Peninsula

LHOW

Taj Hotels

Conrad

St. Regis

Jumeirah

Convenient Location Quality of Service/ Staff

Brand Scores Against AttributesBusiness Hotels

Q. Which of the following hotels do you associate with the following attributes?


27

25%

21%

16%

12%

12%

8%

7%

5%

4%

4%

4%

3%

3%

2%

2%

2%

2%

Marriott

Hilton

Sheraton

Intercontinental

Hyatt

Park Hyatt

Four Seasons

Ritz CarltonMandarinOriental

Peninsula

Conrad

LHOW

St. Regis

Waldorf Astoria

Shangri-La

Taj Hotels

Jumeirah

21%

20%

15%

13%

13%

12%

12%

12%

11%

11%

10%

10%

9%

8%

7%

7%

6%

Four Seasons

Ritz Carlton

Park Hyatt

Hyatt

Waldorf Astoria

HiltonMandarinOriental

Shangri-La

Sheraton

Intercontinental

Marriott

Peninsula

Taj Hotels

LHOW

St. Regis

Jumeirah

Conrad

Value for Money Luxury/ Comfortable Rooms




28

20%

19%

18%

16%

15%

15%

14%

12%

9%

9%

9%

8%

8%

6%

5%

3%

3%

Marriott

Hilton

Sheraton

Four Seasons

Park Hyatt

Hyatt

Intercontinental


Shangri-La

Peninsula

Waldorf Astoria

Conrad

LHOW

St. Regis

Taj Hotels

Jumeirah

20%

18%

13%

12%

12%

12%

11%

11%

11%

10%

10%

10%

8%

8%

7%

4%

4%

Four Seasons

Ritz Carlton

Hyatt

Park HyattMandarinOriental

Waldorf Astoria

Marriott

Hilton

Intercontinental

Shangri-La

Peninsula

LHOW

Sheraton

Taj Hotels

Conrad

St. Regis

Jumeirah

Range of Tech in Room for Working Quality of Food & Drink




29

18%

18%

18%

17%

16%

15%

15%

13%

12%

10%

9%

9%

6%

6%

6%

5%

4%

Hyatt

Marriott

Sheraton

Four Seasons

Hilton

Park Hyatt

Intercontinental

Ritz Carlton

Shangri-LaMandarinOriental

Waldorf Astoria

Peninsula

LHOW

Taj Hotels

Conrad

Jumeirah

St. Regis

26%

25%

24%

21%

20%

19%

19%

14%

11%

9%

9%

8%

8%

7%

6%

5%

4%

Hilton

Marriott

Sheraton

Four Seasons

Hyatt

Park Hyatt

Intercontinental


Shangri-La

Conrad

Waldorf Astoria

LHOW

Peninsula

Taj Hotels

St. Regis

Jumeirah

Facilities Part of Global Chain




30

24%

24%

20%

16%

14%

11%

8%

8%

6%

6%

5%

5%

4%

3%

2%

2%

1%

Hilton

Marriott

Sheraton

Hyatt

Intercontinental

Park Hyatt

Four Seasons

Ritz Carlton

Shangri-La

Conrad

Waldorf Astoria

LHOWMandarinOrientalSt. Regis

Peninsula

Taj Hotels

Jumeirah

21%

18%

17%

16%

16%

15%

15%

14%

14%

12%

11%

10%

9%

7%

7%

5%

4%

Four Seasons

Ritz Carlton

Hilton

Marriott

Hyatt

Intercontinental

Park Hyatt

Sheraton


Shangri-La

Peninsula

LHOW

Conrad

St. Regis

Taj Hotels

Jumeirah

Loyalty/ Rewards Programme Bar & Restaurant




31

22%

21%

18%

18%

16%

16%

16%

13%

10%

10%

10%

9%

8%

6%

5%

5%

2%

Marriott

Intercontinental

Hilton

Sheraton

Four Seasons

Hyatt

Park Hyatt

Ritz Carlton


Shangri-La

Conrad

Peninsula

LHOW

St. Regis

Taj Hotels

Jumeirah

18%

18%

18%

16%

15%

13%

13%

12%

11%

11%

10%

9%

9%

9%

6%

5%

4%

Marriott

Hilton

Four Seasons

Park Hyatt

Sheraton

Intercontinental

Hyatt


Shangri-La

Waldorf Astoria

Conrad

Peninsula

LHOW

St. Regis

Jumeirah

Taj Hotels

Business Centre Entertainment Facilities in Room




32

Loyalty / Rewards Programs

34

70%

86%

69%

61%

75%

Total

USA

UK

CEMEA

Asia

7 in 10 Belong to Hotel Loyalty ProgrammeQ. Please indicate which hotel loyalty / rewards programmes you belong to. Membership to any programme listed


35

45%

36%

34%

22%

10%

4%

3%

2%

21%

Hilton HHonors

Starwood PreferredGuest

Marriott Rewards

Hyatt Gold Passport

InterContinentalAmbassador

Ritz Carlton Rewards

Taj Inner Circle

Jumeirah Sirius

Other

Hotel Loyalty Programmes Belong ToQ. Please indicate which hotel loyalty / rewards programmes you belong to.


Respondents in the US really drive membership in Hilton, Starwood, Marriott and Hyatt program membership. Taj Inner Circle is driven by respondents in Asia.

36

Media Usage

37

78%

75%

58%

54%

34%

32%

12%

5%

74%

72%

75%

53%

35%

33%

27%

9%

Newspapers

PC / Laptop / Netbook

TV

Smart phone (e.g. BlackBerry, iPhone,Android)

Magazines

Tablet (e.g. iPad, Xoom)

Radio

eReader (e.g. Kindle, Nook)

Business news

General news


Media/ Sources Used While Travelling on Business for Business/ General News

Q. Which of the following media / sources do you use whilst travelling for business for keeping up to date with...

39

80%

37%

37%

13%

11%

77%

38%

40%

17%

13%

49%

35%

18%

11%

75%

Life & Arts Travelsection (FT Weekend)

How to Spend Itmagazine

Life & Arts on FT.com

Howtospendit.com

How to Spend It app

Variety of travelinformation

Information ondestinations

Travelinspiration


FT Travel Content AttributesQ. Do you strongly associate any of these FT products with any of the following?

40

62%

30%

17%

Looked for moreinformation about a

destination as a resultof reading about it inthe Financial Times /

on FT.com

Visited a destination asa result of reading

about it in the FinancialTimes / on FT.com

Booked a holiday orcontacted a company

as a result of seeing anadvert in the Financial

Times/on FT.com


Actions Taken in Response to Travel Content

Q. Have you done any of the following?

41

63%

46%

39%

16%

14%

57%

31%

57%

32%

48%

FT Newspaperavailable in hotel lobby

/ foyer

FT digital access viayour own personal

subscription / account

FT Newspaperdelivered to room

FT e-Paper

FT digital accessprovided by the hotel

Currentlyaccess FTcontent

Would like toaccess FTcontent


How Access FT Content When Travelling on a Business Trip (hotel stays)

Q. When staying in a hotel for business travel how do you currently access FT content, and how would you like to access FT content?

For more information please contact:

Mari Matoba

US Manager, Customer & Market Insight T: 212.641.6471M: [email protected]

ft travel gist 2012 mari matoba us manager, customer & market insights anna tatham community...

Documents

ft travel gist n

media usage ft travel

travel plans

airlines slide

hotel brand familiarity

background methodology

mari matoba us manager

mean net worth