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Business Travel News is out with its annual Ground Transportation Survey & Report, which captures consumer (travel buyers) satisfaction of various modes of transportation including luxury ground transportation, rental cars, and ride-hailing services like Uber and Lyft. Out of 10 categories in chauffeured transportation, eight had scores below 4.0 on a scale of 5, with an overall satisfaction in all categories of 3.82, which is down from 2022’s score of 3.93. In contrast, overall satisfaction with ride-hailing services was also down slightly to 3.64 in seven categories, compared to 3.67 in 2022.
Positives
Of the 10 categories, only two were above 4.0: clean, well-serviced, new model cars (4.17, a slight improvement) and quality of drivers that the company employs (4.07, down from 2022). Duty of care was a close third at 3.98, but was also below 2022 levels.
However, when several comparable categories were contrasted with ride-hailing satisfaction, chauffeured transportation easily bested those figures. This included duty of care (3.59 v. 3.98), pricing transparency (3.62 v. 3.75), and complaint/service resolution (3.48 v. 3.87). Ride-hailing beat chauffeured in quality data & reporting (3.63 v. 3.36).
When asked about sustainability, the report noted “fewer than 22 percent of survey respondents said it was a component of their chauffeured program. Among those who did flag it as part of their programs, 45 percent said their preferred supplier meets all or most of their sustainability needs, while 55 percent said only some, few or none of their needs were met.”
Areas of Concern
The top three areas that declined significantly in 2023 were negotiating pricing & amenities, availability & ease of booking, and service consistency across affiliates (see chart below). Pricing transparency was also a concern for travelers.
Also, the survey suggested that more travelers may be switching to ride-hailing services as 34 percent of respondents noted that they had a preferred ride-hailing partner (up substantially from 20 percent in 2022).
Category Scores 2022 2023
Clean, well-serviced, new model cars 4.15 4.17
Duty of care 4.0 3.98
Quality of drivers who are company employees 4.18 4.07
Quality of drivers who are independent contractors 3.91 3.82
Negotiating pricing & amenities 3.92 3.63
Pricing transparency 3.82 3.75
Availability & ease of booking 4.10 3.88
Quality data & reporting 3.44 3.36
Service consistency across affiliates 3.91 3.72
Complaint/service resolution 3.86 3.87
For a more thorough dive into the survey by BTN, as well as reactions from several key industry players, click here.
[04.18.23]
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The all-new 2024 Lincoln Nautilus exterior
Lincoln debuted its all-new 2024 Nautilus SUV in New York on Monday, April 17, according to a press release from the OEM. Continuing with its brand-wide theme of sanctuary, the two-row midsize SUV was designed and engineered to appeal to its younger, global customers, offering choices in technology, design, and powertrains based on their needs and lifestyles in a digital space. It features an available hybrid powertrain and an optional 2.0-liter turbocharged hybrid engine as well as new connected features including Lincoln BlueCruise 1.2 hands-free highway driver-assist technology.
Interior cabin now features a instrumental panel that spans the vehicle
“For more than a century, Lincoln has been recognized for its exquisite design and craftsmanship, and as we look ahead to the future, we reimagined the cabin experience and what the sanctuary can become for our clients,” said Lincoln President Dianne Craig. “The 2024 Nautilus will elevate our portfolio and offer our global clients an all-new, compelling SUV with connected experiences and features that make it just as fun to drive as it is to relax in.”
Most notable is its interior redesign, which now features an instrument panel stretching from door to door and is controlled by a center console touchscreen. If sensory input is an issue, Lincoln says that the screen to the right can be “muted” in calm mode. New ambient lighting (Lincoln Embrace) and connectivity for Android Auto, Apple CarPlay, and Alexa Built-in help to personalize the experience.
The Nautilus will be available in late 2024
Beyond Lane Change Assist and Advanced Driver Assistance System (ADAS) capabilities as well as its five standard drive modes (normal, conserve, excite, slippery and deep conditions), the Nautilus now has Lincoln BlueCruise 1.2 that makes hands-free driving even better with new features and system improvements to create more of a human-like driving feel, says the OEM. The connected vehicle will continue to receive software updates via its 5G network capability.
Lincoln swaps out its previous V-6 offering for a 2.0-liter turbocharged engine with 250 horsepower to maximize fuel efficiency. All wheel drive is now standard. Alternatively, Lincoln plans to offer a 2.0-liter turbocharged hybrid engine (100kW electric motor) with 310 horsepower.
The all-new vehicle is expected to arrive in North America showrooms in early 2024. Visit lincoln.com for more information.
[04.18.23]
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The American Society of Travel Advisors (ASTA), an association of travel professionals, has found that Americans are already spending far more on travel than other large discretionary purchases this year (47 percent of respondents), besting home improvement (23 percent) and a new computer purchase (10 percent). Further, younger travelers (both Millennials and Gen-Z) are expected to increase their spending in the coming months as they tick off destinations from their bucket lists (of which 60 percent of respondents have).
Sure, we spent a lot of time dreaming of flying the friendly skies while we were trapped in our homes, and our Insta has the FOMO to match, but 62 percent strongly agree that “There’s no social media substitute for going out and seeing the world.” Further, more than three-quarters of respondents (78 percent) agree that travel is important for their mental health., while 64 percent value it as essential family time.
ASTA President & CEO Zane Kerby
“These numbers bear out what I hear anecdotally from our members and their clients almost every day,” said ASTA President & CEO Zane Kerby. “More and more, Americans realize there is no substitute on the computer screen for the experience of traveling. This is true for leisure travel as well as business travel. I’m especially excited to see the 40 percent increase in those planning a cruise vacation and the 54 percent increase in business travel.”
Some key findings of the study:
Spend: The number of Americans who intend to spend more on travel has increased 17 percent since late 2022, with 22 percent among younger generations looking to spend more.
It’s a Go: More than 60 percent (63 percent) said they have a definite plan to travel in 2023, with 39 percent having traveled so far this year. Business trips (among self-identified business travelers) were also up by 54 percent in the last six months.
Seeking Help From Experts: Citing complexity, 68 percent agree that planning a trip is more complex now due to restrictions and fees, and 50 percent are more likely to seek the assistance of a professional than previously to plan their dream vacation or navigate the onerous fees.
Heading East?: 30 percent of Americans have some type of international travel plans in 2023 with Millennials and Gen-Z travelers leading the pack, although it may have to wait until 2024 for 42 percent of younger travelers. The top destinations were Italy (53 percent), the Caribbean (52 percent), and Australia (51 percent). When asked about domestic travel, Las Vegas, Orlando, Nashville, and San Diego were most often cited.
Full results of the survey can be found here.
Visit asta.org for more information.
[04.17.23]