Higher expectations

The expectations of business travelers in terms of security and service have gone up in view of expected increases in traveling.

According to the Global Business Traveler Survey 2005, the majority of those questioned (86 %) expects to do more traveling in the next 12 months. At the same time, business travelers at a progressive rate are looking for security and services available in case of an emergency. This type of system is available, for example, from American Express: their Global Security Suite gives subscribers the opportunity to react fast in emergency situations and to provide any required assistance. 45 % of those questioned think that assistance in case of problems with visas or passports should be part of the service package, and the majority of those surveyed is convinced that they shouldn't do without customized travel insurance. Around 65 % think that baggage insurance is most important, followed by travel cancellation insurance (61 %) and travel comfort insurance (61 %) against the consequences of flight delays, cancellations and reservation changes. 57 % want an insurance for emergency medical evacuation, while air flight coverage for accidental death/injuries is essential for 52 %. 55 % look to be insured against baggage delay. An insurance against emergency medical and dental expenses is considered important by 48 % of those questioned.
Business travelers expectations and preferences differ extremely in terms of what they believe essential for the "ideal" business trip. While Norwegians (40 %), Australians (34 %) and Americans (27 %) set great store by comfortable seats/recliners in aircraft, Central Europeans attach more importance to quality of catering (French: 31 %, English: 31 %, Germans: 26 %). Expectations on hotel accommodation also differ widely: access to online services in the hotel is top priority for Americans (49 %), Mexicans (48 %), Chinese (48 %), and Japanese (47 %), while 41 % of the Germans, 50 % of the Norwegians and 45 % of the questioned British believe that the breakfast included in the hotel price is most important. 34 % of the surveyed business travelers think that arrival and departure times are decisive for selecting a specific flight, while 30 % stated that the price is the crucial factor. Canadians and Germans proved to be most cost conscious - 44 % of these point to ticket prices as No.1 criterion . Another possibility to economize on travel expenses is bonus programs, which are being used by a significant share of business travelers. 63 % of those questioned participate in frequent-flyer programs offered by airlines: the share of users is highest in the US (83 %) followed by Canada with 80 %. In France, only 44 % of those questioned benefit from this service. Airlines head the list of the most favorite bonus schemes with 67 % followed by hotels (52 %) and car-rental agencies (36 %). 27 % of those surveyed consider meetings with their colleagues or clients to be the most enjoyable part of a business trip, while 25 % look forward to the flight to the destination and 24 % enjoy the sojourn at the hotel.
Flight delays are considered the greatest inconvenience on a business trip by 52 %. Travelers who have completed their business obligations occasionally have time to spare: 51 % of these opt for sightseeing programs as recreation. The share of Chinese is highest here with 79 %. Approximately 28 % of the respondents consider spending their spare time with colleagues and clients to be their favorite pastime, and 15 % look forward to a shopping spree.

m+a report Nr.6 / 2005 vom 23.09.2005
m+a report vom 23. September 2005