SINGAPORE, 18 November 2019: Nine out of 10 business travellers admit they have no control over trip cancellations, according to independent research conducted by CWT, a travel management platform.
Research showed that the vast majority of business trip cancellations escape business travellers’ control. Travellers mainly abort their trips because their appointments have been rescheduled (42%).
Meeting cancellations (13%), weather issues (11%), safety concerns (9%), and flight cancellations or delays (9%) are other external causes. Personal issues only account for 14% of cancellations.
“Interestingly, our survey found that 88% of trips cancelled were rescheduled for a later time,” said CWT’s chief experience officer, digital, Amit Wurgaft. “ Of that, 38% were typically rescheduled immediately after the first trip was cancelled.”
The research also shows that 68% of travellers don’t cancel all trip segments at the same time. 45% cancel flights before hotels and 22% start first with accommodation and then cancel the air segments.
When it comes to cancellation policies and possible fees, the survey uncovers that 85% of travellers would prefer to know the fees before starting to cancel the trip or during the cancellation process.
In fact, clarity (37%) and findability (20%) of cancellation policies and fees are the main concerns for business travellers. When asked what aspects they would mainly want to improve in the cancellation process, these two factors rank top, along with reducing the time it takes to confirm everything is cancelled (22%), reducing the steps needed to take to cancel a trip (10%), and having a quick way to cancel from their mobile device (10%).
About the survey
The survey was conducted online by CWT during August 2019. Responses were collected from 400 business travellers who work at large companies (>1,000 employees) with travel policies and are directed to book travel using specific tools or designated travel agent. Respondents have travelled for business at least once in the previous 12 months and have cancelled a trip in the past few months
