The report reveals emerging consumer behaviours and trends for travel when restrictions ease.
Thomas Cook India and SOTC Travel surveyed over 4000 customers across India’s tier 1 – 3 cities in a recent survey to identify emerging consumer behaviours and trends that will drive travel preferences in the COVID era.
The survey covered consumers of India’s top 8 metros, mini metros like Pune and key Tier 2/3 markets of Jaipur, Indore, Tiruchirappalli, Madurai, Nagpur, Surat, Baroda, Bhubaneswar, Lucknow, Chandigarh, Mysore, Coimbatore, Visakhapatnam, Guwahati, Patna, etc.
The companies have released key findings in their Third Holiday Readiness Report (June 2021). The data analysis has revealed valuable insights on travel behavior and customer expectations:
Strong Travel Desire/Intent: A significant 69% respondents indicated keen interest to travel in 2021 post ease in restrictions – with 18% ready to travel immediately post unlock and 51% within 3-6 months.
Financial Safety: 81% respondents reiterated their need for refundable/zero cancellation products.
Physical/Personal Safety: 70% respondents rank Health & Safety as a key consideration.
Re-sanitation of rooms was selected by 52% respondents as a key requirement. Fully vaccinated hotel staff, drivers was a need highlighted by 48% and 34% respondents, respectively.
Willingness to Increase Spends basis Health & Safety: 66% respondents are willing to increase spends to ensure higher levels of health & safety on their holiday.
Demand for both domestic (54%) and international (46%) destinations.
Duration of Stay: 35% respondents chose holidays between 3-5 days; 52% for 6-12 days; 13% for a holiday of over 12 days.
Travel Companions: 62% respondents prefer to travel with family/friends; 20% as couples/solo;18% in a vaccinated group.
Need for Human Touch/ Expertise: 77% respondents continued to express strong preference for interaction with an expert for guidance/reassurance – 27% opting to purchase holidays through retail outlets; 17% for home service; 33% preferred a contactless experience of a virtual store/video chat while 23% opted for bookings via website/app.
Rajeev Kale, President & Country Head – Holidays, MICE, Visa, Thomas Cook (India) said, “In order to boost customer confidence, we have launched TravShield – our commitment to personal, financial and mental safety. Personal safety encompasses vaccinated travellers on tour, vaccinated hotel staff/drivers and interactions with vaccinated travel advisors; sanitized rooms, restaurants and vehicles. On the other hand financial safety covers free cancellations and re-scheduling. To ensure mental safety, our products are inbuilt with covid insurance and to ensure peace of mind we have our 24×7 Doctor-on-Call service for any emergency during travel – in partnership with Apollo Clinics.”
Daniel D’souza, President & Country Head, Leisure, SOTC Travel said, “Considering that that uncertainty is a key concern for tourists, our ‘Holiday First and Pay When You Return’ is an unbeatable offer – with a minimal token deposit of Rs 5000 paid pre-holiday and the balance post-holiday. The offer is invaluable as SOTC pays for all the charges/fees till 15 days from return.”