< Back

How can travel companies give consumers the confidence to book?

Mike Austin

By Mike Austin, CEO & Co-founder

Ways to reduce purchase hesitation in travel buyers
12th February 2020

It’s well documented that we’re now a nation in search of instant gratification. From our boxset binging habits and same day delivery options, to the rise of dating apps and nagging frustration if a webpage doesn’t load within a second; in many aspects of life, patience has been replaced by the need for speed.

Yet, despite the pressure for immediacy, booking a holiday appears to be the exception to the rule, with our recent study revealing that nearly half of holidaymakers spend longer researching a trip than the duration of the holiday itself.

I can appreciate the pleasure gained from poring over idyllic imagery of castaway beaches, iconic landmarks, exotic dishes and exciting experiences as part of holiday inspiration. But in a world where we demand rapidity so often, does the lengthy research process actually indicate a disconnect between travel providers and consumers?

With so many ways to plan, compare and create the perfect trip, holidaymakers are spoilt for choice. And with choice comes indecision. For travel marketers, the focus should not only be on inspiring consumers, but beyond that, giving them the confidence to book. With this in mind, we’ve outlined some of the key tactics that marketers should consider to help drive greater engagement, reduce the research time and ultimately increase bookings.

The power of social proof

With cost often a big factor when booking travel, consumers want to feel confident that the hotel, cruise or package they are spending money on is right for them. According to our study, 42% of holidaymakers are using review websites like TripAdvisor as part of their holiday research, indicating the influential role that user-generated content holds. Incorporating ratings, reviews or photos into each stage of a customer journey builds trust and authenticity around the brand.

Without social proof tactics, even the most visually appealing hotel or resort is going to have a hard time giving consumers the confidence to book.

UGC also helps inject more personality into a brand and often gives more details that you don’t get in a standard product description. This helps consumers to quickly identify what’s right for them, driving them to the final stage of booking sooner. With 22% of vacationers looking for recommendations from people they already know and trust, refer-a-friend schemes can also be effective at encouraging brand engagement.

Encourage a second look

Travel marketers can use customers’ browsing data to inform which messages and offers to show each shopper. This helps travel brands to stay front of mind, and most importantly nudge shoppers towards conversion. Triggered emails around the resorts or packages they’ve browsed, or recommendations for similar options they might like, are effective ways to encourage a consumer to reconsider a booking.

With one in three Millennials seeking holiday inspiration on social platforms, travel brands can display retargeting ads on social media to remind the consumer of the deals and vacations they abandoned. A website pop-up displaying the holiday a returning visitor viewed during their last visit will make it easy for them to continue where they left off.

Alternatively, making shoppers aware that a hotel or package they browsed has dropped in price could be the nudge a browser requires to make a booking. Using dynamic content will ensure email and web content is always up to date at the moment of engagement, so consumers aren’t left disappointed by an offer that’s expired or is no longer available.

Keep an open mind with channels

Keeping up to date on the channels consumers are using most within their research, and engaging them on these channels, is critical. Consumers named video streaming services and virtual reality as their most popular emerging technologies for holiday inspiration. While travel agents might be considered more retro, our study found that a quarter of Generation Z use them when booking a holiday. Finding ways to incorporate this in-store engagement with the research they are doing across other channels will serve to create the seamless and personalized experience they need to book.

While consumers undoubtedly enjoy taking time away from the day-to-day to scroll through picturesque images and be inspired by the prospect of a trip away, it’s in both the consumer and marketers’ favor to reduce lengthy decision making. There are now many opportunities to provide excitement while building consumer confidence and encouraging them to make a booking. The brands that can do this again and again will receive the ultimate reward of a loyal customer base.

Adapted from guest post we published on Travolution

Download guide to social proof for travel companies

Mike Austin

By Mike Austin

CEO & Co-founder

Mike Austin is co-founder and CEO at Fresh Relevance. Recognizing the challenge of data aggregation in the ecommerce space, Mike launched Fresh Relevance in 2013 with co-founders Eddy Swindell and Pete Austin to solve this need and optimize the customer journey.