Survey: A Poor Website or App Is More Frustrating Than the TSA

smartphoneAmericans are so reliant on websites and apps for holiday travel, that more than half (57%) say that a poorly performing website or app would be more frustrating than dealing with the TSA (Transportation Security Administration), SOASTA reports in its Holiday Travel Behavior Study. The number one frustration is app failure when checking flight status.

The research revealed that 41 percent of Americans are planning holiday travel this year, and they will be turning to websites and mobile apps for everything from booking their travel to upgrading seats. 

SOASTA said “ the new research confirmed that the majority of Americans will be booking their holiday travel through a website (34%) or mobile app (23%). However, nearly one-third of Americans (31%) say they are worried about experiencing technical problems when booking travel through a website or app, including:

  • Slow loading (18%)
  • Unresponsiveness (18%)
  • Crashing (17%)

Americans are also using websites and apps to upgrade their flights. For nearly half (45%) of holiday travelers, upgrading their flight would be the best way to improve their holiday travel experience, SOASTA reports.

Americans listed satisfying a need to unwind following a stressful holiday as the #1 reason (21%) they would move to premium seating. Avoiding sitting next to rambunctious or loud children (17%) ranked as the second most popular motivation, followed by to cheer themselves up before seeing relatives (10%). 

The research revealed that three out of four Americans would consider delaying their flight arrival during the holidays by 24 hours or more for an incentive, with the #1 incentive being a free flight (63%). 41% of Americans said the possibility of a first-class travel upgrade could be enough incentive to delay their flight arrival during the holidays by 24 hours or more.  

Other popular incentives for delaying flight arrival include:

  • Free hotel stay near the airport (38%)
  • Discounted future travel (30%)
  • Extra reward points (20%)
  • A chance to sit next to Renee Zellweger (6%)

The survey was conducted online within the United States by Harris Poll on behalf of SOASTA and Switchfly from Oct. 29-31, 2014 among 2,022 adults ages 18 and older. SOASTA is a cloud testing and technology company.

Visit www.soasta.com