Dealing with delays and cancellations is the main source of traveler frustration, according to a new US traveler survey from Amadeus called Friction Removed. The research finds that while delays, planning, cost and the airport experience are among the top concerns, there is no single cause of distress, with each traveler experiencing friction differently.
When asked where friction originates while on a trip, US travelers cited top causes of distress and concern as:
- Dealing with delays/cancellations (68%)
- The combined cost of traveling (50%)
- Coordinating travel between multiple people (47%)
- Navigating security and border control at an airport (46%)
- Finding suitable accommodations (38%)
However, when segmented by type of traveler, business travelers generally experienced more friction than those traveling for leisure. For example, higher numbers of business travelers cite comparing prices across sites (44% against 39%), understanding fees and taxes (42% against 36%), and finding suitable accommodation options (45% against 33%) more distressing than leisure travelers.
Further differences were identified when comparing different age demographics, income levels and familiarity with traveling. For example, 49% of Gen Z travelers said finding the correct routes and schedule for a trip was distressing, compared with only 35% of those aged 65 and over.
It is clear that technology can have the biggest impact in overcoming the gaps that currently exist in the traveler experience, according to the research. When asked how helpful technology is at reducing travel-related distress, most travelers cited the usefulness of mobile apps for planning (89%), automatic rebooking for delays, digital bag tracking tags, integrated travel booking across airlines and hotels, and fully digital identification and travel documents (all 86%) .
Rajiv Rajian, chief commercial officer, Americas, travel, Amadeus, said that “by delving deeper into the root causes of US traveler frustrations, we can explore ways to overcome them, and technology has a big part to play.” Whether it is biometrics, mobile apps, digital traveler identification, disruption management or other applications, he said, “We believe there are opportunities to deploy technology to further relieve distress and create more seamless journeys.”
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