Travelers by and large are satisfied with the travel apps
they use, though a significant percentage said they have had trouble managing
travel disruptions through apps, according to a survey of more than 5,200
travelers conducted by testing and digital quality provider Applause.
About two-thirds of respondents to the survey, which covered
a broad range of travel apps, said they were either somewhat or extremely
satisfied with the travel apps they used, compared with nearly 20 percent who
were either somewhat or very dissatisfied, according to Applause. However, 37
percent said they did not find apps helpful in managing disruptions such as
rebooking a canceled flight or finding lodging at the last minute.
The biggest dissatisfier in travel apps was when travelers
simply could not find the information they needed with the app, reported by 18
percent of respondents. Slow response time, poorly done localization or
translation, payment difficulties and failure to deliver something requested in
the app all were experienced by 10 percent or more of respondents.
Lodging and flight apps had the highest use among
respondents, used by 23 percent and 21 percent of total respondents,
respectively. Twelve percent use apps for car rental or car services.
[email protected] (Michael B. Baker)
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