Customer Journey of an Online Traveler 01/23/11

When it comes to booking flights, airline websites have become predominant for 64% of travelers in the past two years, compared to 60% in 2007 and 2008. Booking through the office jumped from 2% to 10% in the same time period, while travel agents fell from 17% to 10%. A 64% majority report using their frequent flier miles to book free flights, while 28% use them for upgrades - Zagat.com 2010 US & International Airline Survey. Building a picture of the Online Traveler's Customer Journey from travel desire through...