Montvale, NJ (August 28, 2019)—Flight Centre Travel Group (FCTG) announced today the results of a survey they recently conducted which analyzed behavior and trends among North American business travelers. The findings from 1,000 respondents across Canada and the United States show that convenience is key – and there’s a definite demand for a balance between the convenience of technology and the personalization of human assistance.

Technology Improves the Travel Experience

  • Roughly 70% of respondents agree that tech tools have improved their business travel experience.
  • They appreciate the convenience and simplicity that technology brings to travel, particularly the convenience of mobile applications.
  • Of those who see an improvement in their travel because of technology, more than 80% use mobile applications.
  • Roughly 40% of respondents note that the most useful tech features include the ability to keep and view itineraries and reservations all in the same place, while 36% noted that they found security alerts to be the most useful.

“These findings substantiate our approach to technology and our business strategies over the last several years,” said Charlene Leiss, President of Flight Centre Travel Group Corporate Brands. “As a company, we’ve invested a significant amount of time and resources to strengthen our technology offering and challenge the status quo in the way we deliver convenience and functionality to our travelers. These results have inspired us to further sharpen our focus on elevating current technology, introducing new technology, and staying ahead of the curve, while we strive to raise industry standards.”

Travel applications like Flight Centre Travel Group’s SAM, give today’s business travelers access to a seamless and immersive mobile experience. The award-winning mobile travel assistant delivers a blend of Artificial Intelligence (AI) and integrated travel consultant support. It provides users with the key features that not only makes travel easier, but also more fun.

In addition to real-time information, such as flight delays, weather updates and gate changes, SAM also tracks travelers’ locations, provides interactive city guides and offers up travel tips and advice. Enhancements for SAM are still forthcoming with the official integration launch slated for January 2020.

However, for all the travelers who use mobile applications, and the roughly 30% that don’t, nearly ALL respondents said they still seek human assistance to resolve problems on the road.

Human Assistance Still Critical

91% of business travelers surveyed said that they appreciate the personalization and efficiency that human assistance provides in an emergency or unplanned situation. In fact, more than 64% of respondents said they seek human support in the event of a flight cancellation. More than 56% of travelers said that they call upon a travel manager to assist them with changes in their travel arrangements.

Only 8.4% of respondents said they never seek the help of a travel manager. This means that the need for corporate travel management companies is still apparent – particularly those like FCM or Corporate Traveler that offer a blend of innovative technology and stellar customer service. The value of a travel management company is most embraced by employees at large companies and people with high travel needs, such as C-level executives.

Survey results further underscore the fact that the business traveler experience has evolved quickly alongside the leisure travel experience. Today’s business traveler seeks personalization, convenience and comfort. They want options and flexibility, and they want their travel to align with their personal needs and preferences. They seek booking tools that offer today’s mobile technology and intelligence.

As a result, travel management companies, like FCM and Corporate Traveler are increasing their use of AI to review individual patterns to help further tailor experiences, and increase attachment, adoption and engagement within the program.

While today’s travel managers are taking a more traveler-centric approach to the travel program, making sure the best tools are in place to offer in-trip services and conveniences, at the heart of travel management are the people, expertise and commitment to customer service. Studies show, this data point, is invariably true.

Visit FCTG’s whitepaper for more insight on business traveler behavior and trends.


MONTREAL, August 8, 2019 – dormakaba, the provider of secure Saflok™ and Ilco™ electronic door locks released a video on its Ambiance Access Management Software that demonstrates how the system simplifies secure property access management for operators as it delivers a fully-connected mobile guest experience. Ambiance access management software lets operators remotely monitor door activity at one hotel or multiple properties. dormakaba is a total solution provider for the hospitality industry and one of the top three companies in the global market for access and security solutions. Click here for information on electronic door locks from dormakaba.

dormakaba’s Ambiance software makes hospitality access management smart and secure.  “With Ambiance and dormakaba’s connected RFID electronic door locks, operators can remotely monitor door activity in a secure, easy to use two-way communication,” said David Ginn dormakaba vice president Sales, Lodging Systems AS Americas. “Our video shows how Ambiance, integrated to the Property Management System, transforms the hotel experience for operators and guests.”

Click here for a video that demonstrates how Ambiance Access Management Software simplifies secure property access management for operators and delivers a fully-connected mobile guest experience.

Ambiance is dormakaba’s next-generation software solution meeting the property’s complete access control needs. Managed through configurable user permissions and secured system access, Ambiance allows operators to manage access for guests and staff throughout the property. Ambiance brings value, connectivity, mobility, scalability and enhanced user experience to the property access control management. Hotel operators have the option to remotely monitor door activity via 2-way communication to provide the ultimate guest experience in security and guest and staff management.

dormakaba is a total solution provider for the hospitality industry. Its extensive product portfolio gives architects, developers and property managers creative and operational freedom with versatile technology design solutions. Its systems address the functional needs of any hotel type by controlling and monitoring access at every entry point. dormakaba's guest-centric solutions merge security with convenience to create a safer more welcoming environment that enhances the overall guest experience.


On Thursday, August 15, Wilson Electronics, the industry leader in cellular signal booster technology, will launch a new family of cellular amplifiers in Canada that feature industry's first foray into Multi-Tower Targeting (MTT) Technology, using its three outdoor-antenna-port configuration to receive cellular signal from multiple cell towers at the same time. The boosters will be integrated with WilsonPro Cloud remote functionality—enabling users and integrators to remotely manage, monitor, and adjust their cellular amplifiers and receive real-time updates with any mobile device, including tablets and smartphones.

The new amplifier covers up to 100,000 square feet of indoor coverage, making it ideal for hotels. Specifically, the booster will ensure that guests can stay connected to loved ones, make calls, map their location, or send a text to their boss overseas without thinking twice.


NEWTOWN SQUARE, PA. – August 6, 2019 – AMResorts®, an Apple Leisure Group® related brand announced today the appointment of Carolina Bellina as Senior Director of Canadian Sales and Consortia Relations.

In this position, Carolina will develop budgets, sales and marketing plans in support of AMResorts organization strategy for the Canadian market and North American consortia relations. She will report to Claudio Zboznovits, Vice President of Global Sales and Business Development.

“The Canadian market serves as the second largest market for AMResorts and is continuing to grow, so the addition of Carolina to our leadership team will allow us to better serve our partners in the region,” said Zboznovits. “Carolina’s extensive industry expertise, sales and marketing management and strategic planning make her a strong asset to the AMResorts team.”

Carolina brings over 20 years of experience in travel sales and marketing, working in numerous leadership roles at Occidental Hotels & Resorts in the Dominican Republic. She previously served as the company’s Senior Director of Sales and Marketing for the Canadian market where she was responsible for contracting and marketing 13 hotels and resorts across Mexico, Aruba, the Dominican Republic, Haiti, Costa Rica and Colombia. 

As the fastest growing luxury resort company in North America, AMResorts counts 66 open resorts across its portfolio of eight award-winning brands in Mexico, the Caribbean, Central America and Spain. AMResorts is continuing to expand with new properties slated to open by early 2020 including Secrets St. Martin Resort & Spa and Dreams Macao Beach Punta Cana

For more information about AMResorts, its eight brands and various properties and destinations, visit


TORONTO and COSTA MESA, Calif.: 24 July 2019 — Forget the minibar, sleek lobby and mints on the pillow. If hotels really want to build loyalty and delight their customers with stand-out lodging experiences, they need to focus on the bed. According to the J.D. Power 2019 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, quality of sleep is one of the most important components of a hotel guest experience with the potential to drive overall satisfaction and brand loyalty, but the majority of hotels are not delivering better-than-expected sleeping conditions.

“Delivering a superior sleep experience—from the quality of the bed, linens and pillows to the ambient sound and temperature of the room—is a huge opportunity for hotels to differentiate themselves from the pack and earn significant goodwill with guests,” said Jennifer Corwin, Senior Manager of Consumer Insights for Travel & Hospitality Intelligence at J.D. Power. “Of all the discrete variables of the hotel guest experience we measure, a better-than-expected night’s sleep is the one with the potential to drive the highest levels of overall guest satisfaction for those hotels that can deliver.”

Now in its 23rd year, the North America Hotel Guest Satisfaction Index Study was redesigned this year to incorporate much deeper guest profiling information and extended coverage of the full hotel customer journey, including the path to purchase, pre-stay communications and post-stay communications. The study also now includes property-level information throughout North America, updated food and beverage metrics and inclusion of vacation rental utilization metrics.

Following are some key findings of the 2019 study:

  • More zzzs, please: Overall satisfaction scores increase 114 points (on a 1,000-point scale) when hotel guests experience a better-than-expected quality of sleep. However, just 29% of hotel guests had such an experience. Of guests who do experience better-than-expected quality of sleep, 78% say they “definitely will” return to that property and 71% say they “definitely will” return to that brand.
  • The anatomy of a good night’s sleep: The top contributors to quality of sleep and, therefore, higher satisfaction scores, are comfort of bed; quietness of room; comfort/quality of pillows; room temperature; and comfort/quality of linens. Satisfaction scores for quality of sleep are also higher when hotels offer beyond-the-basics items, such as white noise/sound machines, earplugs, robe/slippers and authentic local decor.
  • Quality of sleep directly correlated to price of room: The highest rate of better-than-expected sleep quality is in the luxury hotel segment (42%), followed by the upper upscale (33%), upscale (31%), upper midscale (28%), midscale (28%) and economy (23%) segments.
  • Arrival and check-in experiences present opportunity to shine: The key elements of the check-in experience consistent with high hotel guest satisfaction scores are efficiency (ideally takes five minutes or less); accuracy; and offering a warm welcome. When any of those baseline criteria are not met, satisfaction scores tumble as much 100 points.

Study Rankings


The following hotel brands rank highest in guest satisfaction in their respective segments:

Luxury: The Ritz-Carlton (for a fifth consecutive year)
Upper Upscale: Hard Rock Hotel
Upscale: Best Western Premier
Upper Midscale: Drury Hotels (for a 14th consecutive year)
Midscale: Wingate by Wyndham (for a fifth consecutive year)
Economy: Microtel by Wyndham (for a second consecutive year)

The 2019 North America Hotel Guest Satisfaction Index Study analyzes guest responses to more than 150 questions regarding their overall experiences and includes 70 officially ranked brands in eight market segments. This year’s study is based on responses from approximately 44,890 guests who stayed at a hotel between June 2018 and May 2019.


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