Internet Travel Monitor - Industry NewsA traveler hits unexpected traffic on the way to the airport and isn't quite sure where to return the rental car. In the terminal, there's a huge line at check-in and uncertainty about the departure gate number because the mobile app on the traveler's smartphone won't load. Sound familiar?
April 3, 2019
Travel Industry Apps Lag Substantially Behind Credit Card and Banking Apps, J.D. Power Finds
Make-or-Break Moment: Ease of Use and Reliable Performance on Day of Travel
This is the modern-day proving ground for traveler satisfaction. As travel apps rapidly replace everything from boarding passes to car rental and hotel room keys, many such apps are falling short of user expectations, according to the J.D. Power Inaugural U.S. Travel App Satisfaction Study.
The study evaluates satisfaction with travel apps across four segments: airline; hotel; online travel agency (OTA); and rental car. It explores the key variables that influence customer choice, satisfaction and loyalty based on four factors: clarity of information provided; ease of navigation; overall appearance, speed of screens loading; and range of services/activities.
"Travel apps have come a long way," said Michael Taylor, Travel Intelligence Lead at J.D. Power. "While some travel apps are delivering on their promise, others are missing the mark at critical moments of truth that can significantly influence traveler perception of brands and services. We see big swings in scores among travel apps when users evaluate searching and booking functions."
Following are key findings of the study:
JetBlue ranks highest in overall customer satisfaction among airline apps with a score of 864, followed by Southwest (861) and Alaska Airlines (849).
World of Hyatt ranks highest in overall customer satisfaction among hotel apps with a score of 867, followed by IHG (855) and Hilton Honors (853).
Orbitz ranks highest in overall customer satisfaction among OTA apps with a score of 866, followed by Priceline (859) and Expedia (847).
National ranks highest in overall customer satisfaction among rental car apps with a score of 860, followed by Enterprise Car Rental (854) and Hertz (844).
Copyright 2019 J.D. Power Inaugural U.S. Travel App Satisfaction Study. All rights reserved. From https://jdpower.com.
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