Nearly half of Koreans surveyed recently said that price was their top consideration when choosing which platform to use when booking travel, the state-run consumer rights agency said Friday.
The Korea Consumer Agency conducted an online survey of 1,600 people aged 20 and older who had used a travel booking platform in the past two years. Some 47.9 percent of the respondents said price was the primary factor when choosing a platform, followed by the variety of packages offered (14.9 percent), and reputation of the platform (8 percent).
The survey participants were asked to write complaints about their experiences, and 15.2 percent mentioned the price or commission charged by the platform. About 43.5 percent of all respondents (696) said they recently changed to a new platform, and 43.5 percent of those (303) said they made the change because the new platform had cheaper prices.
Of the respondents, 14 percent (224) said they had had a negative experience while using travel platforms. The leading cause was an inability to reach a platform's customer service center (28.1 percent), followed by cancellations due to overbooking (21.4 percent), and refusals or delays in refunding canceled products (20.5 percent).
The report showed that, on average, a person spent about 161,000 won ($111) per trip on the travel information platforms for domestic travel, and 645,000 won for an overseas trip. This does not include spending on shopping, food or other expenses during the trip.
The KCA surveyed the users of four major travel information platforms in Korea: Agoda, Yeogi Eottae, Yanolja, and Trip.com. Yeogi Eottae scored the highest in customer satisfaction, with a rating of 3.8 out of 5, followed by Yanolja at 3.72, Trip.com at 3.63 and Agoda at 3.56.
On average, the four companies scored 3.68, rated highly for the convenience of their mobile applications (3.81) and quality of their products (4.04), but scored lower on protecting personal information (3.5) and their customer service centers (3.61).
minsikyoon@heraldcorp.com
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