FT Travel GIST 2012 Mari Matoba US Manager

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

FT Travel GIST 2012: Topics Covered 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 2 2

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

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

Background & Methodology 5

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

2012 Travel GIST Respondent Profile Regional Breakdown, Gender, Working Status Regional Breakdown Global 1244 UK 397 32% CEMEA 373 30% USA 277 22% Americas ex. USA 62 5% Asia Pacific (& ROW) 129 10% Other 6 0% Male 775 85% Female 127 15% Working/ Looking for Work 877 72% Retired 206 17% Student 20 2% Gender Working Status 2012 FT Travel GIST n=1244 7

2012 Travel GIST Respondent Profile Job Industry, Job Title, Company Size Job Industry Any Financial Services 192 23% Education/ Health 100 13% Law/ Management Consulting 82 10% Government/ Politics/ NGO 62 8% Media/ PR/ Marketing 60 7% IT/ Telecoms 56 7% Any C-Suite 311 37% Board Member/ VP/ Other Managerial 189 22% Job Title Company Size Mean Under 1, 000 Employees 483 59% 1, 000+ Employees 2012 FT Travel GIST n=1244 3, 347 326 41% 8

2012 Travel GIST Respondent Profile Household Income, Net Worth Household Income Less than £ 49, 999 / € 74, 999 / US$99, 999 230 33% £ 50 -99, 999 / € 75 -149, 999 / US$100 -199, 999 236 34% £ 100 -249, 999 / € 150 -374, 999 / US$200 -499, 999 170 25% £ 250 -499, 999 / € 375 -749, 999 / US$500 -999, 999 40 6% £ 500, 999+ / € 750, 000+ / US$1 m+ 15 2% Mean £ 122, 033 Net Worth Excluding Main Residence Less than £ 49, 999 / € 74, 999 / US$99, 999 242 28% £ 50 -249, 999 / € 75 -374, 999 / US$100 -499, 999 233 28% £ 250 -499, 999 / € 375 -749, 999 / US$500 -999, 999 125 15% £ 500 -999, 999 / € 750 -1. 49 m / US$1 -1. 9 m 98 12% £ 1 -1. 9 m / € 1. 5 -2. 9 m / US$2 -3. 9 m 81 10% £ 2 m+ / € 3 m+ / US$4 m+ 62 7% Mean £ 626, 255 2012 FT Travel GIST n=1244 9

2012 Travel GIST Respondent Profile Business Vs. Leisure Respondents Business Travel Respondents Leisure Travel Respondents n 86% Male/ 14% Female n 88% Working Full/Part Time n 63% Working Full/Part Time n 39% C-Suite Executives n 35% C-Suite Executives n 81% Also Travelled for Leisure/ on Holiday n 37% Also Travelled on Business n Mean HHI $269, 291 n Mean HHI $216, 684 n Mean Net Worth $1. 2 m n Mean Net Worth $1. 3 m n Regional Distribution: n 20% USA n 24% USA n 28% UK n 35% CEMEA n 26% CEMEA n 12% Asia n 9% Asia 2012 FT Travel GIST n=1244 10

Hotel Brand Familiarity 11

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

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

Hotel Brand Usage 14

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? FT Travel GIST 2012; Business Travelers n=536 15

Hotel Brand Opinion 16

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. 2012 FT Travel GIST; Business Travellers Name Only/ Somewhat / Very Familiar With Brands n=240 -441 17

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. 2012 FT Travel GIST; Business Travellers Name Only/ Somewhat / Very Familiar With Brands and Live in the USA n=45 -95 18

Important Attributes When Selecting Airlines/ Hotels 19

Importance of Attributes Hotels for Business Q. When choosing a hotel for business travel, how important are each of the following attributes? Business Hotel Attributes 1. Convenient location 7. Facilities (gym, pool, spa) 2. Quality of service/ staff efficiency 8. Part of a recognized global chain 3. Value for money 9. Loyalty / Rewards program 4. Luxury / Comfortable rooms 10. Bar & restaurant 5. Tech available in the room for working 11. Business centre 6. Quality of food & drink 12. Entertainment facilities avail. in room FT Travel GIST 2012; Business Travelers n=536 20

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 21

Brand Ratings Against Attributes - Global 23

2012 Global Drivers of Business Hotel Usage Range of Entertainment Facilities in Room 1. 9% Quality of Service/ Staff efficiency 2. 0% Facilities (gym/ pool/ spa) 2. 3% Part of Recognized Global Chain 3. 2% Business Centre 8. 2% Convenient Location 24. 4% Loyalty/ Rewards Programme 11. 4% Value for Money 12. 1% Range of Tech Avail in Room for Working 12. 8% FT Travel GIST 2012; Business Travelers n=536 Luxury / Comfortable Rooms 21. 7% 24

2012 Global Drivers of Business Hotel Favorability Bar & Restaurant 0. 7% Part of Recognized Global Chain 0. 8% Luxury / Comfortable Rooms 1. 2% Range of Tech Avail in Room for Working 12. 8% Range of Entertainment Facilities in Room 6. 9% Convenient Location 17. 3% Quality of Food & Drink 40. 7% Quality of Service/ Staff efficiency 30. 2% FT Travel GIST 2012; Business Travelers n=536 25

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

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

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

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

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

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

Loyalty / Rewards Programs 32

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 34

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

Media Usage 36

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. . . FT Travel GIST 2012; Business Travelers n=536 37

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

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

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? FT Travel GIST 2012; Business Travelers n=536 41

For more information please contact: Mari Matoba US Manager, Customer & Market Insight T: 212. 641. 6471 M: 917. 309. 2115 mari. matoba@ft. com