FT Travel GIST 2012 Mari Matoba US Manager, Customer & Market Insights Anna Tatham Community Manager, Customer & Market Insights

2 2 1 Background & Methodology 2 Booking & Decision Process 3 Industry Sentiment 4 Trip Frequency, Spending & Front of Plane 5 Budget Expectations 6 Brand Familiarity 7 Important Attributes When Selecting Airlines/ Hotels 8 Brand Ratings Against Attributes 9 Loyalty / Rewards Programs 10 Media Usage FT Travel GIST 2012: Topics Covered

NB: Some brands only tracked regionally GLOBAL EUROPE ONLY ASIA ONLY US 2012 Brands Tracked Hotels

NB: Some brands only tracked regionally GLOBAL EUROPE ONLY US ONLY ASIA ONLY 2012 Brands Tracked Airlines

5 Background & Methodology

6 Measures 24 Airlines and 24 Hotels Sample Recruited from the FT Feedback Forum (FT global panel) and FT.com Survey live from June 20- July 5, 2012 Incentive prize draw for one check valued at £200 Sample: 1,244 –Leisure: 708 –Business: 536 Specific Areas Explored Travel plans, sentiment Familiarity and ratings of brands Brand performance on each attribute 2012 FT Travel GIST 2012 FT Travel GIST n=1244

7 Regional Breakdown Global1244 UK39732% CEMEA37330% USA27722% Americas ex. USA625% Asia Pacific (& ROW)12910% Other60% Gender Male77585% Female12715% Working Status Working/ Looking for Work87772% Retired20617% Student202% 2012 Travel GIST Respondent Profile Regional Breakdown, Gender, Working Status 2012 FT Travel GIST n=1244

8 Job Industry Any Financial Services19223% Education/ Health10013% Law/ Management Consulting8210% Government/ Politics/ NGO628% Media/ PR/ Marketing607% IT/ Telecoms567% 2012 Travel GIST Respondent Profile Job Industry, Job Title, Company Size Job Title Any C-Suite31137% Board Member/ VP/ Other Managerial18922% Company Size Mean3,347 Under 1,000 Employees48359% 1,000+ Employees32641%

9 Household Income Less than £49,999 / €74,999 / US$99, % £50-99,999 / €75-149,999 / US$ , % £ ,999 / € ,999 / US$ , % £ ,999 / € ,999 / US$ , % £500,999+ / €750,000+ / US$1m+ 152% Mean£122, Travel GIST Respondent Profile Household Income, Net Worth Net Worth Excluding Main Residence Less than £49,999 / €74,999 / US$99, % £50-249,999 / €75-374,999 / US$ , % £ ,999 / € ,999 / US$ , % £ ,999 / € m / US$1-1.9m 9812% £1-1.9m / € m / US$2-3.9m 8110% £2m+ / €3m+ / US$4m+ 627% Mean£626, FT Travel GIST n=1244

10 Business Travel RespondentsLeisure Travel Respondents 86% Male/ 14% Female 88% Working Full/Part Time 39% C-Suite Executives 81% Also Travelled for Leisure/ on Holiday Mean HHI $269,291 Mean Net Worth $1.2m Regional Distribution: 20% USA 28% UK 35% CEMEA 12% Asia 86% Male/ 14% Female 63% Working Full/Part Time 35% C-Suite Executives 37% Also Travelled on Business Mean HHI $216,684 Mean Net Worth $1.3m Regional Distribution: 24% USA 35% UK 26% CEMEA 9% Asia 2012 FT Travel GIST n= Travel GIST Respondent Profile Business Vs. Leisure Respondents

11 Hotel Brand Familiarity

12 Q. How familiar are you with each of the following hotels? Hotel Familiarity Global Business FT Travel GIST 2012; Business Travelers n=536

13 Q. How familiar are you with each of the following hotels? Hotel Familiarity USA Business FT Travel GIST 2012; Business Travelers n=536

14 Hotel Brand Usage

15 FT Travel GIST 2012; Business Travelers n=536 Stayed/ Would Stay For Business Next Year Previous Usage vs. Usage Consideration Q. Which of these hotels have you stayed with for business over the past 12 months, or consider staying with for business over the next 12 months?

16 Hotel Brand Opinion

17 Hotel Favorability Global Business Hotels Q. Based on your experiences or overall perceptions, please rate each of the following hotels in terms of your overall opinion of it for business travel FT Travel GIST; Business Travellers Name Only/ Somewhat / Very Familiar With Brands n=

FT Travel GIST; Business Travellers Name Only/ Somewhat / Very Familiar With Brands and Live in the USA n=45-95 Hotel Favorability USA Business Hotels Q. Based on your experiences or overall perceptions, please rate each of the following hotels in terms of your overall opinion of it for business travel.

19 Important Attributes When Selecting Airlines/ Hotels

20 FT Travel GIST 2012; Business Travelers n=536 Importance of Attributes Hotels for Business Business Hotel Attributes 1. Convenient location7. Facilities (gym, pool, spa) 2. Quality of service/ staff efficiency8. Part of a recognized global chain 3. Value for money9. Loyalty / Rewards program 4. Luxury / Comfortable rooms10. Bar & restaurant 5. Tech available in the room for working11. Business centre 6. Quality of food & drink12. Entertainment facilities avail. in room Q. When choosing a hotel for business travel, how important are each of the following attributes?

21 Importance of Attributes Hotels for Business Q. When choosing a hotel for business travel, how important are each of the following attributes? FT Travel GIST 2012; Business Travelers n=536

22 FT Travel GIST 2012; Business Travelers n=536 New attribute “Business Centre” not included because no 2011 data Importance of Attributes Year on Year Airline Q. When choosing a hotel for business travel, how important are each of the following attributes? All Answering 5 – Very Important.

23 Brand Ratings Against Attributes - Global

Global Drivers of Business Hotel Usage Convenient Location 24.4% Range of Tech Avail in Room for Working 12.8% Business Centre 8.2% Part of Recognized Global Chain 3.2% Facilities (gym/ pool/ spa) 2.3% Loyalty/ Rewards Programme 11.4% Value for Money 12.1% Quality of Service/ Staff efficiency 2.0% Range of Entertainment Facilities in Room 1.9% FT Travel GIST 2012; Business Travelers n=536 Luxury / Comfortable Rooms 21.7%

Global Drivers of Business Hotel Favorability Convenient Location 17.3% Range of Tech Avail in Room for Working 12.8% Part of Recognized Global Chain 0.8% Bar & Restaurant 0.7% Quality of Service/ Staff efficiency 30.2% Range of Entertainment Facilities in Room 6.9% FT Travel GIST 2012; Business Travelers n=536 Luxury / Comfortable Rooms 1.2% Quality of Food & Drink 40.7%

26 Convenient LocationQuality of Service/ Staff Brand Scores Against Attributes Business Hotels Q. Which of the following hotels do you associate with the following attributes? FT Travel GIST 2012; Business Travelers n=536

27 Value for MoneyLuxury/ Comfortable Rooms Brand Scores Against Attributes Business Hotels Q. Which of the following hotels do you associate with the following attributes? FT Travel GIST 2012; Business Travelers n=536

28 Range of Tech in Room for Working Quality of Food & Drink Brand Scores Against Attributes Business Hotels Q. Which of the following hotels do you associate with the following attributes? FT Travel GIST 2012; Business Travelers n=536

29 FacilitiesPart of Global Chain Brand Scores Against Attributes Business Hotels Q. Which of the following hotels do you associate with the following attributes? FT Travel GIST 2012; Business Travelers n=536

30 Loyalty/ Rewards ProgrammeBar & Restaurant Brand Scores Against Attributes Business Hotels Q. Which of the following hotels do you associate with the following attributes? FT Travel GIST 2012; Business Travelers n=536

31 Business CentreEntertainment Facilities in Room Brand Scores Against Attributes Business Hotels Q. Which of the following hotels do you associate with the following attributes? FT Travel GIST 2012; Business Travelers n=536

32 Loyalty / Rewards Programs

33 FT Travel GIST 2012; Business Travelers n=536 Loyalty Programmes Influence Decisions Q. Please indicate which hotel loyalty / rewards programmes you belong to.

34 7 in 10 Belong to Hotel Loyalty Programme Q. Please indicate which hotel loyalty / rewards programmes you belong to. Membership to any programme listed FT Travel GIST 2012; Business Travelers n=536

35 Hotel Loyalty Programmes Belong To Q. Please indicate which hotel loyalty / rewards programmes you belong to. FT Travel GIST 2012; Business Travelers n=536 Respondents in the US really drive membership in Hilton, Starwood, Marriott and Hyatt program membership. Taj Inner Circle is driven by respondents in Asia.

36 Media Usage

37 FT Travel GIST 2012; Business Travelers n=536 Media/ Sources Used While Travelling on Business for Business/ General News Q. Which of the following media / sources do you use whilst travelling for business for keeping up to date with...

38 Sources/ Media Used While Travelling on Business Year on Year 2012 FT Technology GIST n=609 Business NewsGeneral News Q. Which of the following media / sources do you use whilst travelling for business for keeping up to date with...

39 FT Travel GIST 2012; Business Travelers n=536 FT Travel Content Attributes Q. Do you strongly associate any of these FT products with any of the following?

40 FT Travel GIST 2012; Business Travelers n=536 Actions Taken in Response to Travel Content Q. Have you done any of the following?

41 FT Travel GIST 2012; Business Travelers n=536 How Access FT Content When Travelling on a Business Trip (hotel stays) Q. When staying in a hotel for business travel how do you currently access FT content, and how would you like to access FT content?

For more information please contact: Mari Matoba US Manager, Customer & Market Insight T: M: