ABANDONING ONLINE BOOKING RISING
Are you stress? Are you tired from school and work? You know what would help? A vacation. Imagine yourself swimming down the ocean in Cuba, enjoying a cocktail in Mexico, living in a paradise even just for a little while. A nice fun getaway sounds so tempting and amazing right? You could be that person having the time of their life, with one click away to expedia.ca you have got a bunch of options you can choose from. But wait, can you afford this price? How much is your budget? Can the other people around you accommodate with that much money as well?
The thought of going on a vacation would be delightful, until you start to think about how much money you have to spend on where you are going to stay and how much your flight would cost you. That is when anxiety comes in and you have to check your bank account if you have enough money to cover all your expenses.
When you type in expedia.ca or go to bookings.com or any other travel online booking websites, once you search for what you want a whole lot of list comes and you click to the first link and another link after that, so on and so forth until you can finally stumble upon one or two that has a great deal that you and your fellow colleagues can afford. You spend hours or even days just to search for the perfect vacation stay. But once you hit that check out button all these things pop up and that's where most people, probably even you exit your browser right away:
A survey that Salecyle has produced back in 2014 as to why customers abandon online travel bookings.
Online booking has changed tourism market industry, when it came out in middle of 1990's. Conveniently, it is very easy to go on the internet and search a reasonable package for your own or your family. The question is why people abandon their bookings, even though, it is the best deal for them. Technical issues and price comparing are two popular reasons for this case. On the other hand, hidden fees are another problem that cause people from stopping their online reservation. Actually, clients focus on price, which they catch on the site. Unfortunately, online booking might contain some implicit charges while you are making a payment such as taxes, visa fees or cancellation fees. For instance: 'no credit card fees or exchange fees' is an announce that used to appear on any website. However, exchange and credit card fees or an international payment fees will add on bill by banking system, when customers pay. Prices have improved automatically; therefore, people are felt cheating by booking agencies. That is when people will automatically stop their decision into buying the package deals for the crazy amount of extra fees you have to pay.
Shouldn't travel agencies announce their hidden prices on the website ?
Lack of details, when looking for the perfect deal is another reason, we try to do as much research as possible to find the perfect deal. But we often encounter websites that are not very clear when it comes to the details of what is included in the price for example, we might find a good price but we want to compare with others to make sure we can get as much as possible in the deal package and can adapt to everyone's budget. Once we find the deal we want to book, when checking out some websites have different methods of payment, according to the survey made by Salecycle, the infographic shows that 13% of people abandon booking because the process is tricky or complicated, in this case websites need to make an effort to build a easy layout for people to make the process faster and simple.
In addition to this, customers might not be comfortable giving personal details online when asking questions in case you have to register to book, and on top of that there might be hidden fares not shown in the initial price which leads to abandonment of the booking, simple things like those need to be highly detailed so it can be clear for everyone and have a better understanding of what is included and the total amount for it.
Or maybe people go online just for a reference when planning their vacations, as seen on the survey 39% of the people were "just looking" and don't really book online instead they go to their travel agencies where with they can get one on one assistance and a better explanation of what is included.
On the video posted below, there is a company that helps the travel website to secure its sales or try to persuade the customer while they are still looking for options by tracking the number visits on the website and monitoring the process.
Should websites be more willing to help you book online by assisting you on the phone and be available 24/7 in order to avoid abadonment?
When you’re about to check out, you suddenly change your mind and you end up abandoning the website in the process. Graham Charlton says, “81% of people abandon online travel bookings” because most people are just searching for a reasonable amount as to how much it would cost for them to go on vacation. Truth be told we are one of those 81% of people who would leave the site in an instance. We would go out of our way to find the most affordable price and compare which one would be best for the people we are travelling with. We are not the type to be sold by only looking at one site, because we know for a fact that there would be another site that has all our necessities with even better and cheaper pricing.
That is why a lot of customers' will make the time and effort to look through their choices because they never know when a great opportunity comes where you can save as much money as you can and when we do find that ideal package deal it will be hard to let go of, then as the page loads for the checking out process a technical issue occurs. That one chance of a lifetime deal is gone just like that and the customer ends up not going back into the website for it will be such a hassle to go look for it again and with that they disregard the whole vacation plans.
WHAT WOULD BE THE BEST SOLUTION THAT YOU CAN GIVE?
With all those reasons listed above, are you still up on going for a vacation or will it be too much for you? Is it worth it to go through all that trouble when you'll just end up leaving the website? How should they improve? Should they be upfront with their extra expenses? Should they help you through with your plans? So that you don't end up abandoning instead end up buying their perfect package deal.
Reconnect with abandoned online travel bookings | abandonment recovery solutions
by Optilead
Interesting points. I had no idea that the abandonment rate was so high. Questions though:
ReplyDelete1. What is the impact that this problem has on both booking website and hotel/airline revenue?
2. Do you think it can be considered "justice" when customers abandon their booking, considering the fact that airlines and hotels overbook and customers have been disadvantaged as a result?
Dear Donovan Shakespeare
Delete1. Thanks for attending to our blog. Unfortunately, abandon online booking has largely impact on hotel/ airline book because online booking is considered as channel for sale in hotel and airline industry. Because online booking usually combine room and airline ticket in a packages, so this is a reason to improve revenue of both industry. Absolutely, abandon online booking has cause disadvantages for hotel and airline department. The link, which I attached explain more for online booking increasing hotel revenue : http://www.travelclick.com/en/news-events/press-release/hoteliers-continue-see-growth-bookings-online-channels
2. In my opinion, it can not be considered a justice when clients stop purchasing their order
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ReplyDeleteVery nicely said and it covered everything as far as I can think. I too believe that most of the people would simply search online just to know about the packages inclusion along with their rates. They then directly contact the hotel asking for even better deals. And to address Donovan's question I believe that it largely affect both the booking websites as well as the hotel's revenue as customers are getting smarter, most of them travel to every corner of the world so their expectations are now way higher as compared with the past. They can't be easily fooled. They know if they directly contact the hotel they could get a better deal. And yes I think it is fair if the customer abandon their booking because everyone needs a better deal, a good value for their money they are spending. The information provided by the booking company may not be correct for instance the type of room, no. of pax in a room. Many a times customers gets manipulated just by seeing the pictures of the room and the property.
ReplyDeleteThank you for your comment Vikas, and yes, is from both parts hotels and websites to provide better and more detail information about what is that they are selling, as you mentioned I also believe most people go online just to have an idea of how much is the cost of their travel and then proceed to contact a travel agency or the hotel itself.
DeleteYes, i feel that online agents should announce there hidden prices on there website because as having a customers view point , i would prefer to see the hidden fees shown so that could have me find cheaper prices .its not worth going thorough all the trouble to end up not finding the prices you want . They should work on making the websites clearer to customers and have an online chat at the side if you are not able to find the prices you looking for .Travel agents should not be around the bush with hidden fees they should be up front so that customers do not act surprised when seeing additional fees that they were not told about before.
ReplyDeleteHi Anisha,
DeleteYes I definitely agree with the points you have stated about travel agents/ travel agencies being honest with how much the pricing really is from the very start and they surely need to work on making the travel online booking clearer so it doesn't end up in confusion and abandonment. Thank you for contributing to this solution and for taking the time to comment.
Hello my name is Karanveer Singh. These are interesting points. According to my opinion, I hear from my friends, family and relatives that online booking hotels, tour packages and airlines's tickets is increasing day by day because people often get discount on prices by online booking as same as the market price. In addition, people have to pay taxes in the market also as same as on online booking. I think that people should not abandon online booking in the hospitality and travel industry because they get some price as same as market price including taxes. Still, I have some questions:
ReplyDelete1. What type of technical issues do customers face in this new computer generation? instead of latest hardware and software like Intel core i5, i7 and 6th, 7th generation intel core processors , windows 10 professional, antivirus softwares, Hp, Dell and Apple laptops?
2. How much international payment fees, credit card fees and exchange fees is spent on the booking of any hotel, tour package and airline booking?
3. Can abandoning online booking of any hotel decrease sales of this hotel for long terms and customer satisfaction of this hotel?
4. Do hospitality and travel industry put some efforts to increase online booking of hotels, tour packages and airlines's tickets.
Dear Karanveer Singh
DeleteIn my opinion, technical issue is a small trouble, which people get confuse in booking process because online security system just want to protect customer information in financial area. There is nothing to complain about window software or others computer but the things, which customers used to face with online booking is showing too much personal data. As a result, customer feel insecure and they stop their purchase.
- International payment fees would be charge by banking systems; therefore, payment fees will change basing on banks. Additionally, exchange current fee also has same process with international payment fees because currency are never stable.
- I think that abandoning online booking does not have huge impact on hotel revenue because there is a lot of channel to support them to get their booking with hotel. Moreover, booking online websites have innovated their service to make booking process much easy for customer.
- Nowadays, many tour agencies and booking online has provided packages including hotel room, air line ticket to increase revenue.
I agree about travel agencies being upfront with their hidden prices because as a customer I would not want to pay extra fees and being disappointed to finding the perfect package for me only for it to be more expensive than I thought it would be. I for one would be more comfortable and confident if a travel agent is there on the line to help me purchase a good package deal, also it would be better if they were there to help me search the tour package I am looking for to make my life easier. My solution would be that websites should be clear with their rate and prices to avoid any abandonment.
ReplyDeleteDear Trang Tran/ Arya
DeleteThank so much for your opinion about our group. Personally, I really agreed with you about showing hidden fees on website because it will make customer understand why prices having changed in their payment. Moreover, it helps customer feeling comfortable than feeling cheated by website. Your solution is a good way, which every website should concern about it. Thanks again
I agreed about any website should show the price of any event. They should put up 24/7 online without delay like booking the hotel or inn for example. My mother had tried booking the room for us back in the States and sometime got difficult to get in because some rooms may be booked. My solution is that you should search them by details such as beds, WiFi, breakfast, etc.
ReplyDeleteIris thank you for your opinion, is good to know that at some point you were in a situation where you had to abandon your online booking due to difficulties whether is information or technical issues,I agree with your solution in fact I think some sites have that option, yet the information provided by the websites should be more specific. Thank you again.
DeleteDear Iris Fan
DeleteThanks for commenting on our blog. Firstly, I totally agree with you about showing all prices and fees on website because it make customer understand clearly the payment. Basically, client used to pay attention net price and forget about sub total which exclude tax, service tax and exchange current; therefore, they got disappointed with price. Secondly, the details of accommodations is a good way to explain to customer purchase. Sometimes, customer are very curious about benefit including in their package. Finally, 24/7 online is very necessary ideas to support client when they want to ask more information. Thanks Iris Fan
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ReplyDeleteTravel websites should help customers book online by assisting them over the phone to understand it better and to give them a better explanation and process through each steps/deals. It will also avoid abandonment by keeping in touch with the customer to let them know and keeping them updated when there's a better deal available or if the original price has decreased. They should also be available 24/7 to make it more convenient and customers will also appreciate the websites efforts by helping them find the best and reasonable offer instead of them just doing everything by themselves.
ReplyDeleteJohn you have declared a very important point about travel agents being more available in order to help customers with their travel bookings online, it will greatly help if they are on the other side of the phone to guide you through the process. Unfortunately, it isn't accessible for everyone right now but this solution could be one of the factors that online bookings websites should improve on to enhance a better understanding for the customer's need.
DeleteDear John Paul Belen
DeleteThanks for showing your point about online booking. It is a sad fact about reason people abandoning their purchase on website. To begin with, I absolutely agree with you about 24/ 7 online service to support client when they need more information. Personally, I always look for operator who is in charge of handling customer question to ask for more information when i shop online. Also, hot line is a good idea, which every agencies are adding on their service to connect with customer in case misunderstanding. Customer will feel more comfortable when their question get fully explain by people; therefore, they will continue their order. Thanks for sharing your ideas again.
I agree with your blog because customers get lots of information from the websites as well as hotels. Sometimes customers simply do search on the internet about the prices of hotels and customers also read the feedback of other customers and how much rating they give to hotels. Due to this customers get the idea of hotel service.
ReplyDeleteThanks for commenting on our blog. I totally agree with you about showing all prices and fees on website because it make customer understand clearly the payment. Basically, client used to pay attention net price and forget about sub total which exclude tax, service tax and exchange current; therefore, they got disappointed with price.
DeleteI agree with this blog, it is good to know everything about hotel how to charge fee, especially for major fees spent like room, serves, we usually just check information how much is this hotel, or what equipment or serve do they have, and also check people have been there and what is their comments whether it is good or not, and I also agree with that online bookings web should put more information about hotel's fee and to meet customer's needs, that will be more understandable when we decide to purchase the serves.
ReplyDeleteDear Kelly Wu
DeleteThank for giving your comment on our blog. First at all, price is huge major that client always concern when they look up information to purchase their order. There is a lot of reasons which hotels build room rate, also each market will get different rate basing on relationship between hotels and client. For sure, travel agencies would get another deal than regular customer because they are considering big customer. Fundamentally, net price are basic rate which hotel provide to every client for every services in hotel, but there are two mandatory fees such 13% tax, 5 or 15% service charge adding on bill. Service charge will share for employees. Secondly, guest review is a factor that could impact on customer decision to abandon their purchase. Good review is best thing to escort customer on their order. Thanks Kelly
Book a holiday online may be a bit like buying coffee now. Even if you know what you want, there are so many choices and so many shops that you can eventually throw in the air to make your coffee - or holidays - mostly at home. Online booking is a very powerful tool for travel sites, as well as many other online businesses. Many people have realized the power of remarketing, and can even try different types, but rarely use any potential close to its full potenial.
ReplyDeleteThank you so much for your opinion sounds like you enjoy booking your trips online!
DeleteTravel agencies should announce their hidden prices on the website. I know it sounds very harsh for those of travel agencies. But customers sometimes wonder what makes this room so expensive even they look normal. However, I found interest to see the reason why do people abandon. The reason why tourist use travel agencies instead of booking online is that some websites collect personal details. And I personally agree to use travel agencies, because its more secure to use. I believe, booking on online should be more clear and easy to use for ourselves.
ReplyDeleteThis comment has been removed by the author.
DeleteI agree too, it is harsh for travel agencies to be hiding these fees for us customers and making us wonder where all of our money is going into and it does get personal when they start to ask all these confidential details about you and you can't move forward to the process if you do not fill in the missing information that they are needing from you. It is also a hassle to be filling in on all those personal information and you start to think if it is really secure for you.
DeleteWith the net work developing rapidly, many hotels open online booking. In this point, customers' advance booking is conducive to hotel better planning room service and arrangements. In addition, people pay the deposit firstly allow the hotels to determine customers' credit level. Online booking allows people to enjoy faster and more efficient real-time service, but the uncertainty of the price in different time does make a lot of people stop online booking. This problem is inevitable, especial in holidays, so it depends on how their customers look at these pros and cons.
ReplyDeleteThat is true websites and technology is developing quickly in our generation and we wan't everything to be over with fast and pay the amount. But we get all these uncertain prices that they start putting once we go to the check out process and it really confuses us all of a sudden. It is inevitable and I believe it will still be there in the future because there will always be websites with third party guest who will put in false pricing just to trick us.
DeleteI agree this point. Many booking websites exist false, fraud information like they hide some extra fee. Sometimes bring unnecessary consumption. Therefore, this websites provide the booking service can help people booking, this method can help many people save money. Choose useful information to remove the wrong message. That will bring much convenience to people.
ReplyDeleteYou are right booking websites do have false and fraud information to lure as in, in order for us to start checking out their travel bookings. Also, I agree with travel online bookings to be more detail oriented with their information outline so that we wouldn't have any error or wrong messages popping up.
DeleteI totally agree to your point that websites have prices hidden, which misleads the customers in a very large scale. Infact many websites are fake and they publish fraud information/ wrong fees misleading the customers. Thats the reason why even in current times, people still prefer to opt booking through travel agents to remain the safer side.Though I feel that nowadays online booking has been improving on a very larger scale and they have every price displayed, none hidden. I prefer booking online as it saves a lot of time and is easier to compare prices and things.
ReplyDeleteHere is my quick question though, Does this thing really have a notable impact on the hotel industry?
Yes there are a few online booking websites that have improved on stating the actual pricing for a hotel package deal, unfortunately though abandonment will still happen because let’s face it, as a customer we will always have to thoroughly research the best and most reasonable price that could accommodate with our budget. You have pointed out an important fact about how there are websites with fraud pricing information that completely tricks us into buying a hotel room and it turns out to have a great amount of hidden fees behind it all along.
DeleteOf course this “thing” called abandonment for online bookings makes a big impact with the hotel industry. We live in a technology era and everything is based on the Internet where online travel websites has remarkably helped with booking for a hotel room, in order for us to properly search through reviews and compare hotel pricing from each booking website. If people continuously keep abandoning online travel websites, then it would decrease for profit to a hotel because for the lack of guest not coming in to stay with them. It also greatly affects the people who work in the hospitality industry, with no guests coming in employees would have a high chance of getting less hours and getting cut off from work completely. Then there would be no purpose of a hotel industry at all, since this is a serving people type of career it wouldn’t be much anymore if customers stopped coming to hotels and there wouldn’t be any salaries to give to any employees then.
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ReplyDeleteI agree to this blog. I think people will not abandon their online booking if the sites reveal the true cost of the whole trip and provide the service that guests require. Another factor is that sometime it is so frustrating to surf the internet whole day and still did not find any suitable deal. If they fix these issues i think people will not abandon their bookings.
ReplyDelete
DeleteHi Anterpreet thank you for your opinion
I think that people abandon their booking because of hidden fees, complicated or limited payment options. Guests have to go through so many options but still they are unable to find best deals for them and if they do then they have to go through alot of things like checkout procedures which can be complicated sometimes. Another factor is that sometimes people caught up with some other things so they have to cancel their plans.
ReplyDeleteHi Himanshu , thank you for commenting our post, this is why we decided to do this blog, there are a lot of things like you mentioned that confuses people and make them abandon the booking, have you ever tried to book online , how did that go?
DeleteI think it is so beneficial for everyone who hasn't time to do manual booking. it saves lot of time. It make our world modern and it provide more information to the customers But some people wants to do manual booking because they don't know how to use internet or online banking.
ReplyDeleteInteresting point, there is still people who prefer booking with a travel agent and taking the time to do it. Thank you for your opinion
DeleteHello my name is Jagdeep kaur, I agree to this blog .People should not rely on online booking.It is very time consuming.We have to go through a long process while we book any hotel.Sometimes we got frustrated by spending to much time in front of the computer.Online booking is expensive as compared to manual booking because we have to pay tax on online booking.I agree that people are busy in their daily schedule but the demerits of online booking cannot be hidden.
ReplyDeleteThank you for your opinion, it might take time to book but you have different options to compare online
DeleteThank you for your opinion, it might take time to book but you have different options to compare online
Delete