March 31, 2005

According to Accenture, 71 percent of business travelers prefer to book their travel using the Internet.

Business travelers are doing more of their booking online. In 2003, 57% said they preferred to book online. Two years later, the figure has risen to 71%. Meanwhile, those who prefer using a travel agent, either on the phone or in person, has fallen from 39% to 24%.

A survey by Keynote Systems conducted in late 2004 had similar findings, though use of offline channels was lower.

Fully 40% of US business travelers used an online travel agency, such as Orbitz, Expedia or Travelocity, while 21% used a supplier Web site (an airline or hotel site), 18% used a corporate travel provider and 12% booked offline.

There is still room for growth in the market. A significant percentage of business travelers research travel online but still book by another method.

And many business travelers want offline confirmation after booking online, suggesting limited trust of Web reservations.

Paul Chiu, partner in Accenture's Transportation & Travel Services practice, notes: "We continue to see that service and convenience — from the website to the aisle seat to the hotel room — remain top concerns for travelers.

Companies that provide convenience, good prices and quality service on a consistent basis can win the lucrative business traveler." That's in line with the findings of a Harris Interactive survey in which more than a third of respondents cited speed and reliability as a key feature for online booking.

Source: eMarketer