Vietnam Online Travel Behaviors

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Nearly 80% respondents travel 2 times
and more in a year
.//01+2'3"%(%"%+,%4
Using both booking online and traditional
travel agents is users’ priority selection
!-3%4'/('/+&1+%'5//01+2
Combo hotel and flight package is the
best choice of online booking users
Easy to find in search, easy-to-use websites
are main factors of users’ selection.
6%#4/+4'7/'*4%
'())*$+
58% 59%
32% 31%
Hotel booking Hotel and
flight package
booking
Flight booking Optional tour/
entertainment
booking
21%
39%
40%
Once
annually
2 times
annually
3 times and
more annually
12% 15%
51% 50%
37% 35%
Hotel booking
(N=272)
Flight booking
(N=273)
I prefer to use the
online booking
I use both of travel
agency and online
booking
I prefer to use the
travel agency
45%
41%
41%
36%
Easy to find in search
Easy-to-use website
Good price / promotion of
the hotel
Good price / promotion for
the hotel / air combo
8+&1+%'7"#$%&'3/3*&#"17-
Traveloka is the dominant player, followed
by agoda.com and booking.com
42%
39%
38%
21%
21%
20%
18%
11%
Traveloka.com
agoda.com
booking.com
travel.com.vn
Use Use the most
8+&1+%'5//01+2',9#++%&4
Purchasing through websites (PC and
mobile) are the top channels
44%
62%
64%
Mobile app
Website
(mobile)
Website
(PC)

,--(*./0$*"#./1$#2(#-3+
Among online booking users, 79% travells more than
once per year.
!" #$%&'()*&+,'-.&/$&*$0&+1(2-3&,)&(&*-(14&51,2(+- +1,6. 789:;<=
21%
39%
40%
Once annually 2 times annually 3 times and more annually

Among online booking users, flight and hotel booking online is popular. For the package
travel, still the travel agency is the popular pick.
25%
60%
14%
Travel package
I prefer to use the travel agency
I use both of travel agency and online booking
I prefer to use the online booking
!-.%-#/0$*"#./4556%-7/8$#1#$#-3#9
!"&>?(+&(1-&+?-&'-+?$/&$@&*$01&+1(2-3&A$$B,)C&61-@-1-)D-4&#$+-3&$)3*&A$$B,)CE&F3,C?+ A$$B,)C 789GHI=
15%
50%
35%
Flight
12%
51%
37%
Hotel

!-.%-#/4556%-7 3:*--#.9
48%
64% 65%
27%
56%
61%
Mobile app Website (mobile) Website (PC)
Frequent travelers (N=252) Occasional travelers (N=66)
!"&#$%&/$&*$0&'(B-&A$$B,)C&+1(2-3&$)3,)-4&789:;J=
Booking via apps on mobile is widely used by frequent
travelers compared to occasional travelers.
Frequent traveller = Those who travel twice / annually and more.
Occasional traveller = Those who travel once / annually

!-.%-#/0$*"#./*7#-3%#9;/*&*$#-#99
60%
57%
55%
43% 41%
28% 27% 25% 25%
21% 21%
15% 14% 13%
10% 10% 9%
5%
3%
1%
25%
23%
25%
6%
22%
2%
4% 5% 5%
1% 2% 3%
1% 2%
3%
1%
6%
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Brand recognition Top-of-mind
9'/0&.)=/82)4-%/1)5/82)4%/,5%3))=",182)4%/'& #$&%4)(#%'&2)1,"E&5%/,5%'&2/..&5%F#)7G)*G
4",5H%),.",&%#'/0&.%<&3("#&(-%*)..)<&5%3;%#'/0&.82)480,%F>"&#'/0&.I(%),.",&%3))=",1%
7./#*)'4H
!"&>?,D?&$)3,)-&+1(2-3&(C-)D,-.&A-3$%&/$&*$0&B)$%&$@ 7KL=4E&53-(.-&3,.+&+?-&)('-&$@&+?-&$)3,)-&+1(2-3&A$$B,)C&.-12,D-.&+?(+&D$'-&06&$)&*$01&',)/ 7ML=4&789:;<=

!-.%-#/0$*"#./*7#-3%#9;/*&*$#-#99/< =+/0$*"#./1$#2(#-3+
9'/0&.)=/82)4%"(%#$&%4)(#%=,)<,%),.",&%#'/0&.%<&3("#& 3;%*'&J:&,#%#'/0&.&'(8 KL1)5/82)4M
"(%4)'&%=,)<,%3;%)22/("),/.%#'/0&.&'(-%*)..)<&5%3;%3))=",182)4%/,5%#'/0&.82)480,8
Travelo
ka.com
agoda.
com
bookin
g.com
mytour.
vn
travel.c
om.vn
Vntrip.
com
dulichvi
et.com.
vn
iVIVU.c
om
vietna
mbooki
ng.com
Hotels.
com
Tripadv
isor.co
m
chudu2
4.com
Airbnb.
com
Luxsta
y.com
Klook.c
om
expedi
a.com
gotadi.
com
bestpri
ce.vn
kkday.
com
Others:
Trivago
Total 60% 57% 55% 43% 41% 28% 27% 25% 25% 21% 21% 15% 14% 13% 10% 10% 9% 5% 3% 1%
Frequent travelers
(N=253)
63% 58% 56% 43% 40% 30% 28% 26% 24% 23% 22% 15% 15% 14% 11% 10% 8% 4% 2% 1%
Occasional travelers
(N=66)
45% 53% 50% 39% 47% 20% 23% 23% 29% 14% 17% 14% 8% 11% 6% 9% 11% 8% 3% 2%
!"&>?,D?&$)3,)-&+1(2-3&(C-)D,-.&A-3$%&/$&*$0&B)$%&$@ 7KL=4&#$%&'()*&+,'-.&/$&*$0&+1(2-3&,)&(&*-(14&51,2(+-&+1,6.&789:;<=

!-.%-#/0$*"#./*7#-3%#9 %-/(9#
9'/0&.)=/82)4%"(%#$&%4)(#%7)7:./'%),.",&%#'/0&.%<&3("#&-%*)..)<&5%3;%/1)5/82)4%/,5%
3))=",182)4%<"#$%CDN%/,5%@ON%'&(7&2#"0&.;8
!"&>?,D?&$)3,)-&+1(2-3&(C-)D,-.&A-3$%&?(2-&*$0&0.-/&A-@$1- 7KL=4 >?,D?&$)3,)-&+1(2-3&(C-)D,-.&A-3$%&?(2-&*$0&0.-/ +?-&'$.+&7NL=4&789:;<=
42%
39%
38%
21% 21%
13%
9% 9%
8%
7% 7% 7%
5%
4% 4% 4%
3%
2% 2%
1%
21%
20%
18%
8%
11%
2% 2%
6%
1%
3%
1% 1% 1% 2% 1%
1%
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Usage Use the most

!-.%-#/0$*"#./*7#-3%#9 %-/(9#/< =+/0$*"#./1$#2(#-3+
Travelo
ka.com
agoda.
com
bookin
g.com
travel.c
om.vn
mytour.
vn
dulichvi
et.com.
vn
Hotels.
com
iVIVU.c
om
Vntrip.c
om
expedi
a.com
Airbnb.
com
vietna
mbooki
ng.com
Luxstay
.com
Tripadv
isor.co
m
Klook.c
om
gotadi.
com
kkday.c
om
chudu2
4.com
bestpri
ce.vn
Others
Total 21% 20% 18% 11% 8% 6% 3% 2% 2% 2% 1% 1% 1% 1% 1% 1% 0% 0% 0% 1%
Frequent travelers
(N=253)
24% 21% 18% 9% 8% 5% 3% 3% 2% 2% 2% 1% 1% 0% 0% 0% 0% 0% 0% 0%
Occasional travelers
(N=66)
12% 14% 20% 21% 9% 9% 2% 0% 2% 2% 0% 3% 0% 2% 2% 2% 2% 0% 0% 2%
!"#$%&'(#)*'+,-.,/.%0,+'"%,12,3"%4/%56,6"#$%&%".,78-&%,6"#$%&)*'+)$5,-.,68%,6'9,
.%&%*6-'5,'3,'**#.-'5#&,6"#$%&%".)
!"&>?,D?&$)3,)-&+1(2-3&(C-)D,-.&A-3$%&?(2-&*$0&0.-/&+?-&'$.+&7NL=4 #$%&'()*&+,'-.&/$&*$0&+1(2-3&,)&(&*-(14&51,2(+-&+1,6.&789:;<=

>+8#9/51/4556%-7/"%*/5-.%-#/0$*"#.
The most popular use of booking types is hotel and flight
combination package with nearly 59% in both groups.
!"&>?(+&(1-&(663,D(A3-&+$&*$01&0.(C-&$@&+?-&.-3-D+-/&$)3,)-&+1(2-3&
.-12,D-4&789:;<=
58% 59%
32% 31%
59% 59%
33% 33%
55%
58%
30%
24%
Hotel booking Hotel and flight package
booking
Flight booking Other optional tour or
entertainment booking
Total Frequent travelers (N=253) Occasional travelers(N=66)
Frequent traveller = Those who travel twice / annually and more.
Occasional traveller = Those who travel once / annually

?#*95-9/15$/*7#-3%#9/9#.#30%5-/@ >50*.
45%
41%
41%
36%
34%
32%
30%
30%
29%
29%
28%
27%
27%
26%
Easy-to-use website
Good price / promotion of the hotel
Good price / promotion for the hotel / air combo
A variety of hotel room type
Good price / promotion for the transportation
Good mobile app
Support for the special deal
Good payment support
Recommendation from friends / family
Good customer support
A variety of option service in booking
A variety of travel package
Well known name
P/(;%#)%*",5%",%(&/'2$%&,1",&-%&/(;G#)G:(&%<&3("#&%/,5%1))5%7'"2&Q%7')4)#"),(%)*%$)#&.(%
/,5%*."1$#(%/'&%#$&%4/",%*/2#)'(%/**&2#",1%5&2"("),%),%),.",&%#'/0&.%(&.&2#"),%",%:(&8
!"&>?(+&(1-&+?-&1-(.$).&+?(+&*$0&0.-&+?-&.-3-D+-/&(C-)D*&+?-&'$.+&7KL=4&789:;<=
Blue = Easiness in search
Red = Price / Promotion
Green = Stock variety
Purple = Others

P/(;%#)%*",5%",%(&/'2$-%1))5%7'"2&Q%7')4)#"),(%)*%$)#&.(%/,5%&/(;G#)G:(&%<&3("#&(%/'&%#)7%
?%'&/(),(%(&.&2#%),.",&%#'/0&.%<&3("#&(%",%3)#$%*'&J:&,#%/,5%)22/("),/.%#'/0&.&'(8
43%
41%
38%
37%
37%
34%
Easy-to-use website
the transportation
Good mobile app
the hotel
Traveloka (N=68)
?#*95-9/15$/*7#-3+/9#.#30%5-/< =+/*7#-3+
!"&>?(+&(1-&+?-&1-(.$).&+?(+&*$0&0.-&+?-&.-3-D+-/&(C-)D*&+?-&'$.+&7KL=4&#$%&'()*&+,'-.&/$&*$0&+1(2-3&,)&(&*-(14&51,2(+-&+1,6. 789:;<=
54%
49%
41%
35%
32%
32%
Easy-to-use website
the hotel
Good mobile app
Good payment support
the transportation
Agoda (N=63)
53%
49%
44%
39%
36%
34%
the hotel
Easy-to-use website
Well known name
A variety of hotel room type
Booking.com (N=59)

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Vietnam Online Travel Behaviors

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