Deloitte’s annual business traveler survey

Deloitte’s annual
business traveler survey
“Taking Off” in 2012

December 2011

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Contents

Business traveler survey main
themes 2

Millennials, Generation X may fuel
growth in corporate travel 3

Generation gap may define hotel
preferences 9

Travelers prioritize amenities and
efficiencies 15

About the survey 21

1 Deloitte’s 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 (18–44 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.


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%


Younger respondents (18–44 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


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%


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.) 28.88%

The recession (my company now has a more restrictive
18.72%
travel

The recession (I'm personally making an effort to minimize 16.04%

A job change 14.44%

Personal reason(s) (sickness, new baby, etc.) 5.35%

I now use more video-conferencing/Skype/other
4.81%
technologies t

Other 11.76%


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%


Generation gap may define
hotel preferences

Older respondents (30+ years) are more in agreement…
…that hotel brands are not consistent than younger respondents
(18–29 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


Younger respondents (18–29 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%



Two out of three respondents (67%) say they often…
…work in their hotel room

I often work in my hotel room.


Disagree 9.9%

Neither 19.9%

Agree 45.2%

Strongly Agree 21.6%


Older respondents (45+ years) work less often in the…
…lobby or common area of the hotel than younger respondents
(18–44 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%



Younger respondents (18–44 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%



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.


Disagree 6.3%

Neither 31.8%

Agree 47.3%



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.


Disagree 4.6%

Neither 15.8%

Agree 32.1%



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%


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%


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%


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.


Deloitte’s annual business traveler survey

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