Forrester Research issued a new study, “Using Digital Channels to Calm the Angry Traveler,” by Henry Harteveldt, that reports there are 15 percent fewer travelers who enjoy using the web in 2009 than there were in 2007.

Just one in three online travelers in the U.S. feels that travel websites do a good job presenting travel choices, down from 39 percent in 2008. A greater percentage of travelers who are fed up with travel websites may be returning to use traditional travel agents.

According to Harteveldt, travelers feel that they, and their business, are taken for granted by travel websites. Read the rest of this entry »

Tags: internet travel, online travel, research, study, travel, travel agency, web

By SUSAN STELLIN
Copyright, NEW YORK TIMES
Published: August 3, 2009

If you dreaded sitting down at your computer the last time you made travel arrangements or felt frustrated by all the time and effort it took to sort through pages of results for flights and hotels, join the crowd.

A new report, to be released Tuesday by Forrester Research, found that far from embracing the do-it-yourself era, many consumers were fed up with the complicated process of planning and booking travel.

“What we’ve seen is growing frustration,” said Henry H. Harteveldt, a Forrester travel analyst. “Consumers see other Web sites becoming easier to use — retail Web sites, banking Web sites, media Web sites. But travel is treading water as a category. There are very few travel companies that are really looking to improve the planning and booking process.”

Instead, customers are forced to figure out extra fees, wade through fine print and understand industry terms like the difference between a deluxe and a standard room, in addition to educating themselves about destinations, flights and hotels, Mr. Harteveldt said. Read the rest of this entry »

Tags: internet travel, online travel, research, study, travel, travel agency, web