Deloittes annual business traveler survey Taking Off in 2012

December 2011

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Contents
Business traveler survey main themes Millennials, Generation X may fuel growth in corporate travel Generation gap may define hotel preferences Travelers prioritize amenities and efficiencies About the survey

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Business traveler survey main themes

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 (1844 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.

Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Millennials, Generation X may fuel growth in corporate travel

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

take same or more trips in 2012 when compared to 2011.
Compared to 2011, you anticipate your 2012 business trips to be:

More

22.1%

The same

62.8%

Less

15.1%

Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Younger respondents (1844 years) are expecting to

travel more frequently in 2012 than the older respondents (45+ years).
Compared to 2011, you anticipate your 2012 business trips to be:

45+

16.1%

64.5%

19.4%

Age group
18-44

27.1%

61.4%

11.5%

More

The same

Less

Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

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

take the same or more trips in 2011 when compared to 2010.
Compared to 2010, your 2011 business trips will be:

More

21.3%

The same

60.0%

Less

18.7%

Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Of those respondents who expect to travel less in 2011,

six out of ten (64%) cited the recession as the primary reason
What is the primary reason that you will have taken fewer business trips in 2011 than you did in 2010?
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 28.88%

18.72%

16.04%

A job change

14.44%

Personal reason(s) (sickness, new baby, etc.) I now use more video-conferencing/Skype/other technologies t Other

5.35%

4.81%

11.76%

Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

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

and service quality vary widely within hotel brands
Facilities and service quality vary widely within the same brand.

Strongly Disagree

1.4%

Disagree

15.6%

Neither

23.5%

Agree

49.6%

Strongly Agree

9.9%

Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Generation gap may define hotel preferences

Older respondents (30+ years) are more in agreement

that hotel brands are not consistent than younger respondents (1829 years)
Hotel brands are not consistent.

30+

3.16%

23.36%

24.04%

41.76%

7.67%

Age group
18-29

6.14%

23.68%

30.70%

27.19%

12.28%

Strongly disagree

Disagree

Neither

Agree

Strongly agree

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Younger respondents (1829 years) are more brand

loyal than older respondents (30+ years) when it comes to staying at their favorite hotel even if the location is not convenient
I would stay at my favorite hotel brand even if it were not in the most convenient location for the business trip.

30+

4.6%

30.0%

28.8%

29.7%

6.9%

Age group
18-29

6.1%

15.8%

32.5%

27.2%

18.4%

Strongly disagree

Disagree

Neither

Agree

Strongly agree

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

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

work in their hotel room
I often work in my hotel room.

Strongly Disagree

3.4%

Disagree

9.9%

Neither

19.9%

Agree

45.2%

Strongly Agree

21.6%

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

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

lobby or common area of the hotel than younger respondents (1844 years)
I often work in the lobby or common area.

45+

16.3%

44.4%

22.7%

14.6% 2.0%

Age group
18-44

13.2%

25.4%

25.2%

25.6%

10.6%

Strongly disagree

Disagree

Neither

Agree

Strongly agree

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Younger respondents (1844 years) are more likely to

use automated check in kiosks than older respondents (45+ years)
I prefer automated check-in kiosks rather than checking in with a hotel employee at the front desk.

45+

10.60%

31.13%

38.85%

15.45% 3.97%

Age group
18-44

6.40% 19.74%

38.03%

22.30%

13.53%

Strongly disagree

Disagree

Neither

Agree

Strongly agree

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

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
Because hotel prices are up, I expect more from hotels with regards to amenities and services.
Strongly Disagree 1.3%

Disagree

6.3%

Neither

31.8%

Agree

47.3%

Strongly Agree

13.3%

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Three out of four respondents (77%) believe that

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

Strongly Disagree

2.3%

Disagree

4.6%

Neither

15.8%

Agree

32.1%

Strongly Agree

45.2%

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

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

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

Very Dissatisfied

2.7%

Dissatisfied

10.3%

Neutral

24.5%

Satisfied

40.7%

Very Satisfied

21.8%

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Flight delays and security-related delays at airports are

the top two grievances about business travel today among those surveyed
What do you consider to be the biggest grievance about business travel today?
Flight delays 37.3%

Security-related delays (long lines) at airports

30.2%

Living out of a suitcase

12.1%

Staying at below-standard hotels

6.0%

Inattentive hotel staff

4.9%

Lack of amenities at hotels

4.8%

Other

4.7%

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

For those respondents that belong to airline loyalty

programs, 69% say free flights are the most important component, whereas only 18% value free in-flight Wi-Fi.
For the airline loyalty program(s) that you belong to, which of the following components are most important to you?
Free flights

68.6%

Free upgrades

47.5%

No blackout dates

31.8%

Free inflight WiFi

18.0%

Access to airport lounge

17.3%

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

About the survey

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.

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.

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Deloittes annual business traveler survey Taking Off in 2012

Copyright 2011 Deloitte Development LLC. All rights reserved.

Copyright 2011 Deloitte Development LLC. All rights reserved. Member of Deloitte Touche Tohmatsu Limited