We then asked respondents to give dierent sub-sectors an individual score for how they
handled the pandemic. (If the respondents had no experience with a certain provider, they
were invited to select the ‘Not Applicable’ answer choice. These answers were excluded to
present the table below.)
Travel agents and vacation rentals receive the highest score, a B+. Online booking platforms,
restaurants, hotels and tour operators all receive a B. Airlines and car rental companies receive
a B-, and cruise companies receive a C+.
Table 24: More specifically, what grade would you give each of the following family travel
providers for how they handled the pandemic? If you have no experience with a certain
provider, please select ‘Not Applicable’ (N/A).
Travel Provider A B C D F Average
Travel agents 52% 30% 14% 3% 2% B+
Vacation rentals 47% 36% 14% 2% 1% B+
Online travel booking 44% 39% 12% 2% 2% B
Restaurants 41% 40% 16% 2% 1% B
Hotels 39% 43% 14% 2% 1% B
Tour operators 39% 35% 20% 4% 3% B
Airlines 30% 37% 21% 7% 4% B-
Car rental 30% 31% 21% 8% 10% B-
Cruise companies 25% 20% 23% 15% 16% C+
Finally, we asked respondents what they need or expect from the travel sector to make them
feel safe on their next trip. A text box was provided for respondents to type in their answers.
Common themes are:
• Cleanliness and hygiene: travelers expect frequent, visible cleaning of common areas and
often-touched surfaces. Despite the recent criticism that some of this is ‘hygiene theatre’,
this was one of the most common requests for this question.
• Clear and reliable communications: travelers ask that travel companies provide them with
an honest and clear assessment of what they can expect at the destination in terms of
amenities and health protocols.
• Flexible cancellation and refund policies are often mentioned as important considerations
for family travel.
• When it comes to masks and vaccines, respondents were split, as indicated earlier in this
survey. A large group of respondents advocate for vaccine and mask requirements, and
stronger consequences for non-compliance of health protocols. They express concerns
for their younger children who are unvaccinated. A smaller but still sizable group feel
strongly that vaccines and masks should not ne required, and that many existing health
protocols are too restrictive. Some comment that they explicitly choose destinations
where the health protocols are more relaxed. This amplifies the importance of the
prior point on clear communications: as travel businesses cannot satisfy both groups
simultaneously, it is vital that they are transparent in their expectations and requirements
prior to the traveler’s arrival.
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