Research finds travellers are embracing mobile messaging and payments

By our News Team | 2022

Chat Commerce Trends Report says 95% of consumers want a personalised chat experience for booking updates, flight delays and late check-ins.

Clickatell, the South African-founded chat commerce company that now also operates out of Nigeria, Canada and the US, recently revealed the results of its latest Chat Commerce Trends Report: Travel Edition.

This uncovers new insights about how today’s consumers want to communicate and make purchases with hotels, airlines and rental car companies in mobile messaging conversations. The survey, which fielded responses from over 1 000 North American participants, found 87% of consumers prefer to use mobile messaging to communicate with travel companies. 

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Photo by Ketut Subiyanto from Pexels

The research found widespread demand for personal and convenient customer experiences through messaging conversations – such as 92% of participants would like to use mobile messaging to interact with hotels, 89% would like to use mobile messaging to interact with airlines, and 85% would like to use mobile messaging to interact with rental car companies.

Younger generations want to interact via mobile

“Gen Z, Millennials and Gen X also all place mobile messaging as their top method of communication with travel brands, showcasing that younger generations are the most inclined to interact with brands via mobile,” the researchers said.

According to Clickatell, the report also highlights that travel companies are missing out on a unique application of the mobile messaging experience: payments. 

In fact, 73% of consumers indicated that they have never made a purchase via an SMS payment link. However, with 77% of consumers saying they’re willing to use a mobile payment link with travel brands, there is a major opportunity for airlines, hotels and rental car companies to enhance the travel experience and allow consumers to browse, purchase and track their travel plans all on their mobile phones.

“Eighty-one percent of consumers would likely make a purchase via a payment link with any type of travel company, with hotel reservations topping the list (58%),” the report says.

Notes Pieter de Villiers, CEO and co-founder of Clickatell: “The data shows that there is an opportunity for travel brands to deliver services to their customers easily and conveniently via mobile messaging, which consumers desire and demand. Perhaps now more than ever, consumer loyalty is up for grabs and travel brands need to capitalise on every touchpoint.”

Read the full report here.