Dumb websites are turning off travelers

By Sean O'Neill
October 3, 2012

It was one of the most startling survey results that Henry Harteveldt of Forrester Research had seen. And that's saying something, because Henry is the leading analyst of the online travel industry, and he has studied an awful lot of surveys over the years. Earlier in October, Henry released a report with his findings, "Are Online Travelers Saying "Buh-Bye" To The Web?"

He summed up the key findings for me in an interview yesterday:

"What really surprised me in this story was the number of people who use the Net on a regular basis and who travel often but who have stopped using the Internet for travel related planning or buying. In 2005 and 2006, about 20 percent of frequent Internet users and regular travelers had stopped using travel websites. But this year, the number had jumped to 30 percent."

About 30 percent of frequent Internet users had in effect thrown their hands up in the air and said they'd rather call a reservations agent or a travel agent to book their trips.

In short, the Internet is failing a large number of travelers. These are savvy people—who regularly shop online and who often have broadband Internet connections at home. And these are people who are comfortable traveling and who hit the road frequently. To lose these people's business is a terrible waste for everyone concerned.

Henry said that the surveyed travelers weren't singling out the online travel agencies, such as Expedia, Travelocity, and Orbitz. Travelers were damning all types of travel booking websites—run by agencies like Expedia, airlines like American, hotels like Sheraton, and meta-search sites like Sidestep. (Those are my examples of companies, not Henry's examples.)

Nine percent fewer people booked trips online this year than did a couple of years ago, according to the survey of about 60,000 Internet users by Forrester Research, which is a technology consultancy.

Another top consultancy, PhoCusWright noted a similar drop, plus a 6 percent jump in the number of people making travel plans without the Internet during roughly the same period as the Forrester survey.

Now, Henry makes two qualifications. While four out of every ten frequent Internet users are disappointed with travel websites, about six out of ten—or the majority—of frequent Internet users are happy with researching and booking travel on the Web. What's more, travel websites continue to rake in money. That's partly because they're becoming better at getting their wealthy customers to increase the amount of money that they spend buying airfares, hotel reservations, and other travel products online.

EARLIER: Our readers share which travel websites they use most.

Plan Your Next Getaway
Keep reading
Inspiration

The Museum of Chinese in America

The newly renamed Museum of Chinese in America (MOCA) will move to a different location in New York City next fall, and last night I attended a dinner that helped to raise funds for the new, Maya Lin-designed structure. Formerly called the Museum of Chinese in the Americas, MOCA is seeking submissions for its StoryMap moca.localprojects.net, an online archive that links personal stories with Google Maps. The website has already drawn stories and photos from people who immigrated from mainland China, Hong Kong, Cambodia, South Korea, and Ecuador. There are also submissions from ABCs (American-Born Chinese). The new 14,000-square-foot gallery space will occupy the 200 block on Centre Street between Chinatown and Nolita, increasing the size of the museum by more than five times. The existing venue at 70 Mulberry St. will be converted into an archival research center. MOCA is also planning to digitize its collection of 60,000 letters, photos, and artifacts. Until the new building is finished, MOCA is still open Tuesdays through Saturdays from 12 to 6 p.m. at 70 Mulberry St. The museum also offers weekly Chinatown walking tours in English. Tours can be given in Chinese upon request. 1 p.m. Saturdays, $12 adults, $10 students/seniors. 212/619-4785, mocanyc.org, admission $2 adults, $1 students, $1 seniors 65 plus, free for children under 12 and on Fridays. MORE BY AMY CHEN A visit to the Balloon Fiesta. Photo by MarcalandDavis via Flickr and Creative Commons

Inspiration

Tokyo's dynamic fashion districts

Hitting bookstores today, The Tokyo Look Book offers a colorful peek at what the kids are wearing these days on the sidewalks and catwalks of the capital city. Check out our slide show of images from the book. It captures the agony and ecstasy of high school, with a uniquely Japanese twist. The author, British anthropologist Philomena Keet, recently stopped by our office to chat about the making of the book ($30, barnesandnoble.com). Keet listed for us the must-see neighborhoods for travelers who want to see Tokyo's street styles for themselves. Here are the areas to head for and what to expect when you get there: Shibuyu and Harajuku are the main centers of Tokyo's youth fashion scenes. Weekends—when all the kids change from school uniforms to full subculture gear—are especially vibrant. Make sure to check out the groups standing on Jingubashi Bridge next to the Harajuku station, wander around the backstreets of Harajuku, and visit Shibuyu 109 mall, where many of the trendiest boutiques are located. As a little antidote to all the frills and youth of Harajuku, check out the nearby Aoyama area; you'll find avant garde high fashion boutiques, such as the Japanese label, Comme des Garçons. Keet also recommends the districts of Daikanyama and Naka-Meguro for great street style without the tourists and wannabes that now clog Harajuku's sidewalks. Marunouchi is where to find a lot of sophisticated, high-fashion, international boutiques (think Louis Vuitton) and salary, or business, men and women. Ginza is another upscale neighborhood to spot more high-end fashion. Akihabara is where the otaku, or geek subculture, like to hang out. It is also know for its high concentration of "maid cafés," a business phenomenon in which male customers are served obsequiously by women dressed as French maids. Another phenomenon, particularly popular in the Shinjuku and Raponggi neighborhoods, is the host club, a nightclub that's the inverse of a geisha house. Women pay extravagant cover fees and drink prices to exchange pleasantries with good-looking, well-dressed, entertaining young men. Keet warns travelers that an evening's bill might easily be over a thousand dollars. "Typically, the clientele for host clubs are women who are night workers themselves. They pay to be treated well, and are often the only ones who can afford it." Luckily, passing these hosts on the street, as one often does in these neighborhoods, is entertainment enough—and free. You can find a lot of vintage stores—often stocked with t-shirts imported from the United States—in Koenji and Shimokitazawa. Youth decked out as rockabillies hang out in Yoyogi Park, during its famous Sunday flea market. MORE ON TOKYO:Dining in Tokyo slide show. Tokyo Air/Hotel for $929 per person, including five nights' accommodations, and sightseeing, for travel by Dec. 5, 2007.

Inspiration

Free ice-skating returns to Manhattan

Workers out in midtown yesterday afternoon may have been surprised to find Bryant Park, a popular lunchtime retreat, transformed into a scene recalling Will Ferrell's hit comedy, "Blades of Glory." Professional skaters were decked out in characteristically sparkly costumes to perform for the grand opening of the Pond at Bryant Park, a small seasonal rink surrounded by trees and gleaming skyscrapers. First up was a pair of lively ice dancers from the country of Georgia, Isabella Tobias and Otar Japaridze, who zipped and toe-picked to what sounded like Georgian folk music. Sinead and John Kerr, four-time British ice dance champions from Scotland, also drew on their roots. They skated to traditional Scottish melodies—including strains of Auld Lang Syne—while sporting a highly untraditional take on tartan... Silvia Fontana, who skated for Italy at the 2006 Turin Olympics, chose a power ballad (Christina Aguilera's "Hurt"), as did Michael Weiss, the first American to land a quadruple toe loop in competition ("I could be your hero, baby"). At the Pond, whose ice can be choppy and prone to puddles, Weiss opted instead for two mid-air flips—not quite as life-threatening as Ferrell's Iron Lotus move, but close! After a number by native New Yorker Kyoko Ina and her partner John Zimmerman, the skating concluded with the crowd-pleasing Haydenettes, a troupe of peppy synchronized skaters who would likely meet the Rockettes' approval. It was neat to be so close to the performers, many of whom are on the Stars on Ice national tour. You can see shots of them in all their glory by clicking on our slide show. Beyond the splashy opening ceremony, the Pond wins kudos for being the city's only rink with free admission—skate rentals will set you back $10—and for its lovely setting. As the holidays approach, more than 100 artisans set up festive stalls in the park (Nov. 17-Dec. 30). The sooner you can take a spin, the better: In mid-January, months before rivals like Rockefeller or Wollman, the Pond closes to make way for the white tents of Fashion Week. Photo of the dramatic Georgian duo Isabella Tobias and Otar Japaridze by Kate Appleton. RELATED: Top 10 Ice-Skating Rinks and Trip Coach: Romantic New York City.

Pain at the gas pump

The average price for self-serve regular gasoline is now between $2.85 and $2.87, according to two national surveys of thousands of stations. That's the highest level since Aug. 6. For comparison sake, the current average gas price is about $1.35 more per gallon now than in April 2003. The lowest price is $2.49 in North Ridgefield, Ohio, and the highest price is $3.59 in New York City, according to a survey of about 7,000 stations by GasPriceWatch.com. Hawaii, California, and Nevada are the states where gas is generally most expensive. So, how can you save gas money on a road trip? U.S. News & World Report has a list of 10 ways to cut your fuel costs. Their tenth tip is to shop online for gas. This is more practical when you're taking a road trip to an unfamiliar area than when you're simply traveling around your hometown. As this blog has previously reported, it's easier than ever to find stations selling cheaper gas. Several online mapping services, such as Mapquest and www.aaa.com/gasprices, now let people print out driving directions that mark the locations of gas stations on maps—and say what the latest gas prices are at those stations. Mapquest recently added gas stations—and their prices—to its service. Find it by clicking here. If you prefer Google Maps, consider using this "mash-up" Google map here. AAA has begun to let nonmembers use its online mapping tool to find the cheapest gas stations for any road trip. AAA has long offered printable maps and driving directions, but in the past year it has added to its maps the locations of gas stations—and even the per-gallon prices for gas at these stations. AAA's online service is fast, free, and easy to use. Visit AAA's main website, click on the TripTik link, and then enter your zip code and itinerary. The site will fetch turn-by-turn driving directions, detour suggestions, and other travel information. Next, look at the top left-hand corner of the screen and click on the button that says Show. From the drop-down menu that appears, select Gas. Now you'll see gas stations along your route when you scan your online map displaying turn-by-turn directions. If you wave your cursor over any gas station icon on the map, the recent per-gallon price for gas at that station will appear. (AAA, like Mapquest, uses daily data from OPIS, a service that collects and provides fuel price data.) Click on the gas stations that will make the most convenient pit stops. The website will add those gas stations to your printable map.