travelpulse.com
17.10.2023 / 19:59
The Current State of Traveler Satisfaction With Industry Apps, Websites
Travel apps and websites have significant room to improve in comparison to other industries, according to the J.D. Power 2023 U.S. Travel App Satisfaction and the J.D. Power 2023 U.S. Travel Website Satisfaction Studies released Tuesday.The reports evaluate satisfaction with travel apps and websites in three different segments, including airline, hotel and rental car, considering key variables that influence customer choice, satisfaction and loyalty based on six factors: account management, day of travel/duration of stay (app only), navigation, reservation, speed and visual appeal.Research shows that airline, hotel and rental car app and website satisfaction trails the highest-scoring apps and websites in other industries. Specifically, overall satisfaction with travel-related digital travel channels is lowest among airline websites at 640 (on a 1,000-point scale).Meanwhile, hotel apps (682) and rental car apps (681) perform best among digital travel tools compared to airline apps (672), rental car websites (662), hotel websites (646) and the aforementioned airline websites (640).According to J.D. Power, the digital tools used most frequently on the day of travel are the boarding pass, check-in and flight status trackers on airline mobile apps. Nonetheless, their overall satisfaction scores pale in comparison to less frequently used tools such as those used for purchasing upgrades or tracking baggage.In terms of travel apps, Alaska Airlines ranks highest in overall satisfaction among airlines with a score of 688, followed by Southwest Airlines (687) and JetBlue Airways (680).