India’s millennial business travellers want constant booking info with human advice

Millennial business travellers in India are changing the landscape of corporate travel by demanding both cutting-edge digital support throughout their trips and on-demand advice from human consultants, according to a recent independent global study commissioned by Travelport. For the research, 11,000 travellers were surveyed in 19 countries who took at least one return flight in the last year. The results showed that half (47 per cent) of India’s millennial business travellers now count being unable to access booking information across their devices 24/7 as one of their biggest gripes, compared to two fifths (40 per cent) of Gen X2 travellers and one third (35 per cent) baby boomers. The research also revealed that three fifths (56 per cent) say they get frustrated when companies don’t use data analytics to provide highly personalised travel recommendations based on their past preferences, compared to two fifths of both Gen X (43 per cent) and baby boomer (41 per cent) travellers. Two fifths (43 per cent) say not being able to get expert advice from human consultants during the booking process is a major pain point.
Sandeep Dwivedi, Chief Operating Officer, InterGlobe Technology Quotient, said, “The findings demonstrate the digital shift among Indian business travelers before and during their journeys. And the necessity of $7.6 trillion global travel and hospitality industry to adapt continually to provide responsive, relevant and timely services for customers. More importantly, in an age where Gen X and Millennials are increasingly becoming tech savvy, they want relevant and timely content at their fingertips, at the very moment, from the time they search to their return from the trip.”