New Survey Says Travelers are Dissatisfied with Their Travel Apps

Ever been frustrated by your (typically) favorite travel app? You’re not alone. A new survey from Applause found most travel app users are disappointed in their experiences, especially when facing travel mishaps like delays.

The survey compiled data from more than 5,200 respondents worldwide. More than 90 percent used at least one travel or hospitality app on their phone, with more than 80 percent having traveled in the last year. The top reasons survey respondents said they used their travel apps included planning hotel stays or other accommodations, reserving flights, purchasing transit tickets for a train or ferry, renting cars, purchasing entertainment tickets or making restaurant reservations.

Nearly 40 percent of the survey respondents, though, said, when they needed their travel apps to most come through for them — like when making a last-minute change to travel plans — they felt the apps weren’t helpful at all. About one-fifth of the respondents said, overall, they were dissatisfied with their app experiences. Problems cited include difficult-to-find information, difficult payment systems, unfulfilled in-app requests and slow app response times.

Regarding the survey, Luke Damian, chief growth officer, Applause, said, “In a time when a majority of travelers are facing travel disruptions, delays and other issues, it’s so important that brands are focused on the quality of their digital experiences. Ensuring that apps are tested by users in local markets especially helps eliminate design flaws and friction points that can heighten a traveler’s frustration. Providing travelers with helpful tools and high-quality digital experiences can go a long way in protecting brand reputations and enhancing customer loyalty. It can be a differentiator in the market.”