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January 2020

Nearly nine out of ten travelers have no control over trip cancellations

According to independent research conducted by CWT, the B2B4E travel management platform, the vast majority of business trip cancellations escape business travelers’ control. Travelers mainly abort their trips because their appointments have been rescheduled (42%). Meeting cancellations (13%), weather issues (11%), safety concerns (9%), and flight cancellations or delays (9%) are other external causes. Personal issues only account for 14% of cancellations.

“Interestingly, our survey found that 88% of trips cancelled were rescheduled for a later time,” said Amit Wurgaft, CWT’s Chief Experience Officer, Digital. “Of these, 38% were typically rescheduled immediately after the first trip was canceled.”

The research also shows that 68% of travelers don’t cancel all trip segments at the same time. 45% cancel flights before hotels and 22% start first with accommodation and then cancel the air segments.

Cancellation policies and possible fees
When it comes to cancellation policies and possible fees, the survey uncovers that 85% of travelers would prefer to know the fees before starting to cancel the trip or during the cancellation process.

In fact, clarity (37%) and findability (20%) of cancellation policies and fees are the main concerns for business travelers. When asked what aspects they would mainly want to improve in the cancellation process, these two factors rank top, along with reducing the time it takes to confirm everything is canceled (22%), reducing the steps needed to take to cancel a trip (10%), and having a quick way to cancel from their mobile device (10%).

About the survey
The survey was conducted online by CWT on August 2019. Responses were collected from 400 business travelers who work at large companies (>1,000 employees) with a travel policy and are directed to book travel using specific tools or designated travel agent. Respondents have traveled for business at least once in the previous 12 months and have canceled a trip in the past few months.


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