LCC Global Customer Survey for publication

LCC Global Customer Survey Results Survey was conducted 20 May- 12 June 2020

2288 feedbacks 1089 corporate | 1199 leisure 2

LCC Global Customer Survey - Corporate Travel 2020 1089 answers in total 20.05.2020-12.06.2020 3

Corporate Survey Gender 100% 55% 44% 0% 90% 80% Female Male Other 70% 60% 50% 40% 30% 20% 10% 0% 4

I have booked travel with a Lufthansa City Corporate Survey Center travel agency before: 23% 100% 32% 45% 90% Not yet 80% Yes Yes, repeatedly 70% 60% 50% 40% 30% 20% 10% 0% 5

What is your role in your company? Corporate Survey 100% 27% 9% 27% 37% 90% 80% Travel Manager Procurement Traveller Others, please specify 70% 60% 50% 40% 30% 20% 10% 0% 6

How much will your travel activities be Corporate Survey impacted by COVID-19? 65% 100% 5% 7% 23% 90% Even more 80% 0% 20% 50% 70% 60% 50% 40% 30% 20% 10% 0% 7

How important is it for your business that Corporate Survey travel is possible? 100% 41% 42% 16% 2% 90% Very important Important I can work with video conferencing I don't know 80% 70% 60% 50% 40% 30% 20% 10% 0% 8

Within how many months are you planning Corporate Survey on travelling again? 5% 3. More than 12 months 100% 53% 34% 8% 90% 80% 3 months 6 months 12 months 70% 60% 50% 40% 30% 20% 10% 0% 9

Corporate Survey How do you see your travel budget changing over the next 12 months? 100% 32% 45% 14% 9% 90% 80% Same Less Significantly less More 70% 60% 50% 40% 30% 20% 10% 0% 10

What will be the expected volume of travel Corporate Survey after COVID-19 in 2020? 2% 100% 21% 50% 27% 90% More travel than before 80% 100 % same as before 50% of before 25% of before 70% 60% 50% 40% 30% 20% 10% 0% 11

What will be the expected volume of travel Corporate Survey in 2021? 10% 100% 38% 40% 12% 90% More travel than 2019 80% 100 % same as 2019 50% of 2019 25% of 2019 70% 60% 50% 40% 30% 20% 10% 0% 12

Corporate Survey How many trips will your company have in the next 12 months? 100% 41% 31% 17% 6% 5% 90% 80% Less than 25 26 -100 101-500 More than 1000 501-1000 70% 60% 50% 40% 30% 20% 10% 0% 13

Corporate Survey Which are the TOP 3 means of transportation you would prefer? 100% 97% 65% 56% 55% 25% 90% 80% Flight Own car Train Rental car Others 70% 60% 50% 40% 30% 20% 10% 0% 14

Will your travel policy change? Corporate Survey 100% 32% 17% 51% 90% 80% Yes No I don't know yet 70% 60% 50% 40% 30% 20% 10% 0% 15

Corporate Survey In what way will it change? 100% 73% 33% 9% 5% 90% 80% Health & hygiene driven Much more cost driven I don't know Others 70% 60% 50% 40% 30% 20% 10% 0% 16

Corporate Survey Which of the following online meeting software are you using to substitute face-to-face meetings? 100% 64% 52% 50% 47% 90% 80% Zoom WhatsApp Skype 13% 9% 4% 11% 70% 60% 2% Others 50% 40% None 30% 20% 10% 0% Microsoft Google Gotomeeting Slack Teams Hangouts 17

Corporate Survey To what extend will you substitute travel with virtual meetings in the future? 100% 14% 29% 37% 2% 18% 90% 80% 10% 25% 50% 100% I will not substitute travel with 70% virtual meetings 60% 50% 40% 30% 20% 10% 0% 18

Do you have an online booking tool in place Corporate Survey today? 15% 100% 25% 60% 90% I don't know 80% Yes No 70% 60% 50% 40% 30% 20% 10% 0% 19

Corporate Survey Which booking tool are you using? 100% 53% 90% 80% 12% 9% 5% 2% 1% 1% Other, please 70% specify 60% SAP Concur Atriis GTP/ Lucy Sabre Get There Egencia Deem KDS neo 50% Travel 40% 30% 24% 20% 10% 0% Amadeus Cytric 20

Are you planning to implement an online Corporate Survey booking tool? 51% 100% 9% 40% 90% I don't know yet 80% Yes No 70% 60% 50% 40% 30% 20% 10% 0% 21

Corporate Survey Would you expect your travel agency to provide you with services beyond the ones they already provide? 100% 50% 28% 90% 22% 80% Yes 70% No I don't know 60% 50% 40% 30% 20% 10% 0% 22

Corporate Survey Which additional services would you require? 100% 69% 45% 54% 90% 33% 80% Health formalities More intensified 24 hours 70% service Duty of care Consultancy for adapting the 3% 60% travel policy 50% Others 40% 30% 20% 10% 0% 23

Corporate Survey Are you willing to pay a small fee for specialist travel advice on health, travel restrictions or other services required due to COVID-19? 100% 25% 38% 36% 90% 80% Yes No I don't know 70% 60% 50% 40% 30% 20% 10% 0% 24

Corporate Survey Do you expect that your employees will go on long haul travel this year (2020), if allowed ? 100% 51% 30% 90% 19% 80% Yes 70% No I don't know 60% 50% 40% 30% 20% 10% 0% 25

Corporate Survey Do you expect that your employees will go on long haul travel next year (2021), if allowed ? 100% 75% 19% 90% 6% 80% Yes 70% No I don't know 60% 50% 40% 30% 20% 10% 0% 26

Corporate Survey Do you plan to make a difference in safety for your travellers between short haul and long haul ? 100% 48% 29% 90% 23% 80% Yes 70% No I don't know 60% 50% 40% 30% 20% 10% 0% 27

LCC Global Customer Survey - Leisure Travel 2020 28 1199 answers in total

Leisure Survey Gender 100% 58% 41% 0% 90% 80% Female Male Other 70% 60% 50% 40% 30% 20% 10% 0% 29

I have booked travel with a Lufthansa City Leisure Survey Center travel agency before: 41% 100% 33% 26% 90% Not yet 80% Yes Yes, repeatedly 70% 60% 50% 40% 30% 20% 10% 0% 30

To what extent will you travel compared to Leisure Survey last year? Compared to last year I will travel about... 100% 21% 13% 23% 24% 20% 90% 80% Same or more than last 25% less 50% less 75% less I will not travel at all 70% year 60% 50% 40% 30% 20% 10% 0% 31

How much money do you think you will Leisure Survey spend compared to last year? 11% 100% 58% 90% Nothing 80% 26% 4% 70% 60% Same as last year More than last year 50% 40% 30% 20% 10% 0% Less than last year 32

How much in % will you spend less in travel Leisure Survey in comparison to last year? 3% 100% 2% 29% 45% 20% 90% Other 80% 100% 75% 50% 25% 70% 60% 50% 40% 30% 20% 10% 0% 33

How do you plan to travel? Leisure Survey 100% 34% 48% 11% 90% 30% 80% Domestic I will not travel at all 70% Regional (minimum 1 border of two Intercontinental 60% countries) 50% 40% 30% 20% 10% 0% 34

When do you intend to travel? Leisure Survey Within the next.. 7% 100% 36% 32% 25% 90% I will not travel at all 80% 3 months 6 months 12 months 70% 60% 50% 40% 30% 20% 10% 0% 35

How many times do you expect to travel Leisure Survey this year ? 17% 100% 64% 15% 4% 90% I will not travel at all 80% 1-2 times 3-5 times More 70% 60% 50% 40% 30% 20% 10% 0% 36

How many days will you spend on the Leisure Survey longest vacation you intend to do this year ? 15% 100% 56% 28% 90% 1-3 days 80% > 7 days 4-6 days 70% 60% 50% 40% 30% 20% 10% 0% 37

Leisure Survey Are you interested in last minute promotions? 100% 56% 26% 90% 17% 80% Yes 70% 1% 60% 50% No I don't know Others 40% 30% 20% 10% 0% 38

Leisure Survey With whom are you going to travel? 100% 76% 26% 17% 5% 90% 80% With family With friends Alone Group travel 70% 60% 50% 40% 30% 20% 10% 0% 39

Leisure Survey Which TOP 3 means of transportation would you prefer? 100% 90% 73% 46% 43% 90% 80% Flight Own car 22% 70% 14% 60% 50% 6% 3% 40% 30% 20% 10% 0% Train Rental car Bus Cruiseship Others Own boat 40

Leisure Survey Where are you most likely to stay during your journey? 100% 68% 29% 90% Hotels 24% 80% 15% 70% 60% 7% 4% 5% 50% Camping Farm & Ranch Others 40% 30% 20% 10% 0% Vacation rental Staying with Owned vacation relatives & friends home 41

Leisure Survey Are you willing to pay a small fee for specialist travel advice on health, travel restrictions or other services required due to COVID-19? 100% 43% 33% 90% 24% 80% Yes 70% No I don't know 60% 50% 40% 30% 20% 10% 0% 42

Leisure Survey Where do you want to travel to? 100% 62% 54% 90% 33% 33% 80% Coast 70% City Country side Mountains 4% 60% 50% Other 40% 30% 20% 10% 0% 43

Leisure Survey What kind of activities or special interests do you have for the next 6 to 12 months during your journey? 100% 69% 58% 90% 80% Beach 27% 70% 18% 60% 50% 11% 40% 5% 30% 20% 10% 0% Culture Health & Wellness Sports Charity work Others interests such as… 44

Leisure Survey What kind of place, source do you prefer to get food during your journey? 100% 52% 63% 90% 40% 80% Supermarket & self 70% cooking 23% 2% 60% 50% Take away from Others 40% restaurant 30% 20% 10% 0% Restaurants Restaurant within the hotel 45

Leisure Survey Do you believe, once there is a vaccine, you will travel in the same way as before? 100% 75% 17% 90% 9% 80% Yes 70% No I don't know 60% 50% 40% 30% 20% 10% 0% 46

83% 43% 53% are ready to travel in the next 3 Prefer travelling over Are willing to pay an extra fee months (corporate),36% in the next 3 months video conferencing for health and safety (leisure) consulting (leisure) (corporate) 25% corporates 41% 90% of leisure customers have not yet booked with an LCC of leisure customers still prefer aircraft as means of 23% corporates 47 transport in future, followed by car