BCD Travel survey identifies challenges, influences and satisfaction related to air travel
Convenience and pricing are among the top factors shaping traveler behavior
UTRECHT, The Netherlands, Oct. 22, 2024 – BCD Travel’s recent survey examines corporate air travel, focusing on traveler behavior, challenges and satisfaction. Convenience is a key driver throughout the travel stages, underscoring the importance of simplifying business travel. The results are based on a survey from August of over 1,300 business travelers who traveled via plane in the past 12 months.
Convenience
The survey shows that many travelers opt for convenience. Almost half of the business travelers surveyed pay for seat selection. Others pay for checked and carry-on luggage if that’s not included in the air fare. Priority boarding, extra legroom and fast-tracked security are other ancillary services travelers like to opt for. When it comes to cancelations and exchanges, half of travelers typically purchase fully or partially refundable tickets. This offers travelers more flexibility when faced with travel disruptions or changed plans. However, the ticket price still plays a large role in the traveler’s decision with four out of 10 choosing the cheapest available option, regardless of the cancelation or exchange policy.
Factors of influence
Price remains a major influence when selecting a flight for business travel, 51% agree. However, the biggest influence is the arrival/departure time or flight duration according to 71%, and the employer’s policy influences 49%.
Trip duration and service class
The majority of travelers use air travel for trips between two and six days long. Only 3% fly for one-day trips.
On short-haul flights (under six hours), 88% of travelers fly economy class, while premium economy and business class make up for only 9% and 3%, respectively. On long-haul routes, less than half travel economy, two out of 10 fly premium economy and three out of 10 use business class.
Sustainability
The top behavior travelers engage in when traveling by air is flying direct (66%). Around three out of 10 visit multiple destinations in one trip, use public transportation to or from the airport, and refill their own water bottle. These behaviors happen to have a positive impact on the environment by reducing emissions and waste. Conversely, very few travelers select flights that generate the lowest carbon emissions, and only 16% try to fly less. Two thirds of travelers admit they never or rarely consider environmental factors if sustainable choices come at a higher cost.
“From our last buyer survey on travel policy, we saw that nearly a quarter of buyers rank making their policy more sustainable as a top priority,” said Olivia Ruggles-Brise, vice president of Sustainability at BCD. “However, this research shows that travelers themselves are not prioritizing sustainability in the same way. Travel managers can influence their travelers’ behavior through encouraging or mandating sustainable measures, which often go hand in hand with traveler wellness. Direct flights, for instance, are more sustainable and less stressful for travelers. Though they may come at a higher cost, direct flights result in less emissions than indirect or stopover flights. On the other hand, while business class is better for traveler comfort, it may not be the most sustainable option. Prioritizing only trips that are vital and choosing business class for those trips can strike a balance, benefiting both traveler wellness and sustainability.”
Traveler satisfaction
Over two thirds are extremely or somewhat satisfied with their company’s travel policy and preferred suppliers.
When booking air, three out of 10 don’t report any challenges. However, a similar share isn’t satisfied with additional services (like seat selection or priority boarding) being excluded from their travel policy or requiring employer’s approval. A fifth report user-unfriendly booking tools, low service class allowed or low-cost airlines encouraged among their top challenges. One out of six mention lack of consideration for traveler wellbeing (e.g. overnight flights).
When flying, travelers are most upset about delays and cancelations, inconvenient schedules and uncomfortable seats. Only few are unhappy about lack of attention to sustainability or accessibility restrictions.
Uncomfortable situations
The most common uncomfortable situations that business travelers experience during a trip are no room for carry-on bags in overhead bins and technical issues with the aircraft. Other unpleasant situations include flying in adverse weather, going to work after an overnight flight and driving after a long-haul flight. While some situations are unavoidable or out of anyone’s control, employers can improve the employee experience by making adjustments to their travel policy.
“A travel policy has the potential to drastically influence employee wellbeing and satisfaction,” said Teri Miller, executive vice president, Global Client Team at BCD. “Adding ancillaries covered by the company like priority boarding or lounge access can make traveling for work more enjoyable and less stressful for employees. Allowing a flexible schedule, work from home or time off after a business trip can also help your employees adjust after returning home.”
By understanding their travelers’ needs and preferences, businesses can adapt their travel programs, ensuring a balance between cost control, traveler care and sustainable practices for the future. BCD’s Program Managers can help customers review their current travel policy, and the TMC’s consulting division Advito, also specializes in assessing, benchmarking and rewriting policies. Once updates are in place, it’s crucial to have a communications strategy that engages and educates travelers. Advito’s Engage experts can help craft a communication strategy that uses cutting-edge marketing tactics to ensure travelers are getting the message.
To view the traveler survey report, click here.
