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TTNG consumer research shows ‘confusion’ but willingness to book

Research by the Travel Network Group suggests consumers have been ‘confused’ by government travel advice during Covid-19 but are hopefuly of booking a holiday in the next year.

The survey, of a thousand respondents, found that more than half believed government guidance on overseas travel hasn’t been clear and that travel corridors have created confusion and concern.

More than a third (37%) said they were worried about having to quarantine when they return to the UK after an overseas trip, and a third said they were worried about not being able to access refunds on flights or accommodation if holidays were cancelled.

According to the TTNG survey, 53% of people were hoping to book a holiday in the next 3-12 months, with about one in five (23%) considering booking an overseas holiday in the next six months, and an additional 30% considering booking in the next 7-12 months. Just 24% said they were undecided about booking a holiday in the next two years.

“The research suggests there’s some key concerns that are holding people back from making bookings, and travel businesses like our members are brilliantly placed to reassure and inform customers – for example understanding safety measures whilst travelling and explaining how resorts and destinations have implemented social distancing and safety measures to keep holidaymakers safe,” said Lewis.

“From the research we understand that there’s a large amount of confusion about when and where refunds would be appropriate and again, this is an area that our members can really help consumers with – ensuring customers understand their rights and are appropriately covered by travel insurance.”

Meanwhile, the consortium has recognised its travel agent members as ‘customer service heroes’ for their resilience and determination throughout the Covid-19 crisis and their attitude towards their customers.

TTNG, a member of the Institute of Customer Service for the past seven years,  conducted consumer research on behalf of members, to gauge how they feel about travel now and in 2021.

 

The Travel Network Group’s chief executive Gary Lewis said: “Our members have been going through such difficult times – and sadly they continue to do so – something that none of us anticipated at the beginning of this crisis. The relentless difficult conversations with their customers and the constant battle for survival continue to have a huge impact on our members and we simply wanted to recognise that to us they are customer service heroes.”

This week is the ICS’ National Customer Service Week.

“At times like this, it’s easy to say ‘enough is enough’ and give up, but from our constant conversations with our members, we know that they are all so focused on their businesses and working tirelessly to keep these alive is their number one priority,” added Lewis. “We’re doing everything we can to support our members through these bleak times.”

 

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