DigitalizationNew communication channels in the travel industry: one fifth of vacation travelers prefer video telephony

Today, the digital association Bitkom published new survey results on the preferred communication channels among travelers and their service providers. According to the results, 19 percent of respondents preferred to contact their vacation service provider via video call for booking or other related questions.

For this representative survey, Bitkom Research, on behalf of the digital association Bitkom, interviewed a total of 1,005 people in Germany aged 16 and above, including 935 vacationers, by telephone about their preferred method of contact when booking travel and vacation services.

These are further details:

  • Just under a fifth (19 percent) of German vacationers would prefer to be able to communicate with their vacation service provider via video call.
  • Among younger people between the ages of 16 and 29, 26 percent would prefer video calls, compared to twelve percent among senior respondents aged 65 and above.
  • If they have questions or problems with their respective provider, vacationers prefer to communicate by phone (42 percent) or e-mail (41 percent) and less so by app or website of the provider (ten percent), fax (seven percent), messenger service (six percent) or via social media (five percent). SMS or letter (three percent each) are least popular as a communication channel.
  • Among older travelers aged 65 and above, the traditional phone call (46 percent) is significantly more popular than e-mail (26 percent) – and among 16- to 29-year-olds, it is the other way around: 49 percent prefer to email the travel provider and 39 percent prefer to call.

Bernhard Rohleder, Bitkom CEO, commented: "Video telephony has been part of everyday life for most people since the start of the Corona pandemic. This opens up a new channel, especially for established travel agencies, whose brand core includes personal advice."

Source: Bitkom

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