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TOURISTS in Indonesia are more concerned with getting more value than costs, and also tend to prioritize good digital experiences when traveling; compared to the average global traveler, according to the 2019 Global Digital Traveler Survey (GDTR) announced by Travelport, a leading company serving the travel industry, and Galileo Indonesia Travelport distributor in Indonesia.
Regional Regional Director of APAC Travelport Operators, Gary Harford and President Director of Galileo Indonesia, Raymond Setokusumo explained specific findings about Indonesia from Travelport’s 2019 Global Digital Research which surveyed 23,000 people from 20 countries, including from Indonesia.
“Travelers in Indonesia are looking for more value when ordering a plane ticket rather than just looking for the cheapest price. Nearly 9 out of 10 tourists in Indonesia (88%) consider that added value is the top priority in choosing an airline. Consistent with these findings, only 6% who ordered tickets based on cost considerations differed significantly compared to the global average percentage of 18%. This trend is seen in all age groups,” Gary Harford said.
He added, the tourists wanted to personalize their flights with additional service orders/add-ons (such as more leg room or extra food). Interestingly, tourists in Indonesia are classified as most willing to provide more personal information to the airlines as long as they can get special offers (24%, compared to the global average percentage of 17%).
“However, high expectations for airlines, tourists in Indonesia also have high expectations for aspects other than value seen from findings that are consistently higher than the global average,” he said.
They also prioritize airline reliability (91% compared to the global average percentage of 86%); ideal flight routes/schedules (88% vs 80%); good customer service (88% vs 81%); and a pleasant experience during the flight (86% vs 77%).
Nearly nine out of ten (86%) tourists in Indonesia consider a good digital experience (such as checking in and accessing gate information online) to be important in choosing airlines – the highest in the world (global average percentage is 71%) .
Tourists in Indonesia are among the most likely among other tourists in the world (75%, compared to the global average percentage of 48%) who think that an augmented or virtual reality experience will help them in designing a tour. This trend appears in all age groups, including Baby Boomers.
These tourists are also classified as most likely to feel frustrated because they cannot access their booking information via devices such as smartphones or smartwatch – an increase of 9% in 2018 compared to other tourists in the world (67%, compared to the global average percentage of 45%) . This frustration was especially felt by Gen X tourists (73%) and Gen Y (67%).
But when shopping online, 59% of tourists in Indonesia feel very frustrated (an increase of 21 percent from 2018) in finding a trusted company. They are also increasingly frustrated because they do not know whether online reviews can be trusted or not (53%, up 10% from 2018).
As they try to personalize their experience, more and more tourists feel frustrated because they cannot understand what is included in the standard offer (61%, a sharp increase of 40% compared to 2018). Likewise, not knowing what extra offers are available, which is unpleasant for 63% of tourists in Indonesia.
Although tourists are interested in using the latest technology to enhance their travel booking experience, responses to this year’s survey show that technology is not always the answer. Half of tourists in Indonesia (52%) and two-fifths (42%) of global tourists think that not being able to talk to others can cause them to become frustrated, up from 38% in 2018.
Meanwhile according to Raymond Setokusumo said the tourists expect a simple and pleasant experience from tourism service providers as they get from service providers in other fields. Our research shows that technology plays an important role in this either in providing personalized offer services expected by tourists in Indonesia, or helping them find the best value. [traveltext.id]
