The report summarises user expectations from travel websites in India. The report is based on analysis of 47,984 user conversations. It has considered the most spoken about Travel website brands in India - Make My Trip, Yatra, Cleartrip & Expedia.

1. User Expectations from Travel Websites
By Clootrack
Travel Websites - India
Deep Insights To Your Customer Behaviour, Driven By Proprietary AI Algorithms.
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2. www.clootrack.com
How Do We Do Brand
Conversation Analysis
We analyze user conversations for brands in a category
across the web
We identify category conversations for each brand from user
conversations.
We identify Must Have, Delighter and Indifferent aspects
for a category as per customers.
We rank brands vis a vis competitors based on aspects
users feel important.

3. www.clootrack.com
Definitions
Must Have Factors
Must have factors are those which users
feel a brand should definitely have. The
absence of these will create high user
dissatisfaction.
Good to Have Factors
Good to have factors are those the
presence of which will wow users. At the
same time, the absence of these will not
create high user dissatisfaction.
Need Not Have Factors
Need not have factors do not bring in
satisfaction or dissatisfaction. So you need
not spend time and resource on these.
Note:
The exercise can be run for any competitor you
specify, and for the duration you choose.
Make My Trip
Yatra
Cleartrip
Expedia
Brand &
Competitors

4. www.clootrack.com
Must Have
Factors
Factors users feel are must
haves in your brand.
01 Booking & Search
Search booking, search options, filter time, filter provider, advanced search,
proper search
Wallet pay, net banking, card payments, refund process, charges reverse
Proper pricing, correct pricing, no hidden charges, convenience fee, total charges,
all in price
Resolve complaint, unhappy customer, not solved, no answer, long procedure
Honest Ratings, fake ratings, not correct, bad service, no delivery
02 Payment Options
03 Pricing
04 Customer Service
05 Ratings
Based on 47,984 User Reviews

5. Booking & Search
www.clootrack.com
Must Have Factors - Detailed
32%
22%
21%
19%
16%
8%
Advanced
Search
Search Booking
Filter Time
Search Options
Filter Provider
Proper Search
Features that are discussed the most by users in Booking & Search
Based on 47,984 User Reviews
Top requests by users on above features across brands
Allow for more booking choices like connecting flights, terminal interchange times
Search options to include baggage allowance, visa needed
More options on time of day, x hours of target time
Choose by brand/frequent flyer options
Search suggestion to be saved for later
Avoid impossible suggestions like over lapping flights, hotel and airline rules clashing, in
ordinate wait time compared to journey time. Offer undesirable options only on request.

6. Payment Options
www.clootrack.com
Must Have Factors - Detailed
Based on 47,984 User Reviews
28%
25%
21%
17%
16%
Card Payment
Refund Process
Net Banking
Charges
Reverse
Wallet Pay
Features that are discussed the most by users in Payment Options
Top requests by users on above features across brands
Faster refund/instant refund
More net banking options including UPI
Lesser charges on refund
Refund to payment sources to be transparent

7. Pricing
www.clootrack.com
Must Have Factors - Detailed
Based on 47,984 User Reviews
31%
23%
22%
17%
17%
16%
Convenience
Fee
No Hidden
Charges
Proper Pricing
Correct Pricing
Total Charges
All in price
Features that are discussed the most by users in Pricing
Top requests by users on above features across brands
All in price to be shown upfront, no surprises
Clear break up to be shown
Convenience charges to be displayed clearly at search time itself

8. Customer Service
www.clootrack.com
Must Have Factors - Detailed
Based on 47,984 User Reviews
59%
22%
18%
17%
16%
Resolve
Complaint
Long Procedure
Not Solved
No Answer
Unhappy
Customer
Features that are discussed the most by users in Customer Service
Top requests by users on above features across brands
Quick complaint resolution, shorter call times
Faster escalation and resolution
Proper feedback handling and callback

9. Ratings
www.clootrack.com
Must Have Factors - Detailed
Based on 47,984 User Reviews
Top requests by users on above features across brands
Ratings and experience need to be checked randomly
Should handle bad service by external brands
Refund for non delivery of inclusions
18%
18%
18%
17%
11%
Honest Ratings
Not Correct
No Delivery
Bad Service
Fake Ratings
Features that are discussed the most by users in Ratings

10. Competitor
Analysis
www.clootrack.com
Must Have Factors
4.8
4.93
4.77
4.71
4.93
4.84
4.92
4.68
4.72
4.9
4.88
4.95
4.94
4.63
4.89
4.87
4.92
4.83
4.57
4.83
Booking &
Search
Payment
Options
Pricing
Customer
Service
Ratings
Make My Trip Yatra Cleartrip Expedia
The numbers denote user happiness score out of 10.
Based on 47,984 User Reviews
Important Insight:
From user perspective, all
existing brands fare
almost equally in
delivering the must have
factors.

11. www.clootrack.com
Good To Have
Factors
Factors a buyer feel will
delight him.
01 Packages
Tour package, honeymoon package, pilgrimage package, LTC package
Save search, save preference, preferred provider, add frequent flyer number, use
profile, hold price
Trip suggestions, travel guide, location guide, near by booking, link to booking,
user suggestions
02 Personalisation
03 SuggestionsBased on 47,984 User Reviews

12. Packages
www.clootrack.com
Good To Have Factors - Detailed
Based on 47,984 User Reviews
Top requests by users on above features across brands
Provide city and local tour bookings
Provide local taxi and guide combinations
Provide local city highlights, food options
Help book darsan tickets
23%
19%
18%
17%
Honeymoon
Package
Tour Package
Pilgrimage
Package
LTC Package
Features discussed the most by users in Packages

13. Personalisation
www.clootrack.com
Good To Have Factors - Detailed
Based on 47,984 User Reviews
Top requests by users on above features across brands
Allow saved searches
Allow favourite trips to be saved
Set up fare watch alert for a future trip
Allow blocking without pay
22%
17%
16%
15%
14%
12%
Save
Preference
Save Search
Add Frequent
Flyer No.
Hold Price
Use Profile
Preferred
Provider
Features discussed the most by users in Personalisation

14. Suggestions
www.clootrack.com
Good To Have Factors - Detailed
Based on 47,984 User Reviews
Top requests by users on above features across brands
Suggest local sight seeing
Suggest food and entertainment during visit
Allow user to suggest new facts about location or new facility for booking
18%
15%
15%
14%
13%
13%
Travel Guide
Near By
Booking
Link To Booking
Trip
Suggestions
Location
Suggestions
User
Suggestions
Features discussed the most by users in Suggestions

15. Competitor
Analysis
www.clootrack.com
Good To Have Factors
4.81
4.71
4.83
4.77
4.7
4.73
4.62
4.8
4.74
4.91
5.24
4.84
Packages
Personalisation
Suggestions
Make My Trip Yatra Cleartrip Expedia
The numbers denote user happiness score out of 10.
Based on 47,984 User Reviews
Important Insight:
Expedia has a slight edge
in personalisation

16. www.clootrack.com
Need Not
Have Factors
Your buyer does not
worry about these.
01 Loyalty Programs
Cashback, eCash, Earn points, VIP user, preferred user
Mail reminder, complete booking reminder, offer reminder
02 Reminders
03 Discounts
Coupon codes, discount offer, card offer, bank offer, limited deals
Based on 47,984 User Reviews

17. Loyalty Programs
www.clootrack.com
Need Not Have Factors - Detailed
Based on 47,984 User Reviews
Top requests by users on above features across brands
Control proportion of eCash to be spent
Pay up to 100% with points
Apply combination of miles and points
Allow reward points to be used
39%
29%
22%
21%
16%
Cashback
Earn points
Preferred user
eCash
VIP User
Features discussed the most by users in Loyalty Programs

18. Reminders
www.clootrack.com
Need Not Have Factors - Detailed
Based on 47,984 User Reviews
Top requests by users on above features across brands
Do not send reminders
Option to opt out from marketing
Allow alert settings
39%
19%
8%
Complete
booking
reminder
Mail reminder
Offer reminder
Features discussed the most by users in Reminders

19. Discounts
www.clootrack.com
Need Not Have Factors - Detailed
Based on 47,984 User Reviews
Top requests by users on above features across brands
Clear rules for ease of coupons
Multiple coupon use eligible
Stop saying discount upto
Show correct discount before pay
Do not add back charges
22%
21%
19%
18%
12%
Card offer
Discount offer
Coupon codes
Limited deals
Bank offer
Features discussed the most by users in Discounts

20. Competitor
Analysis
www.clootrack.com
Need Not Have Factors
4.39
4.48
4.5
4.32
4.59
4.07
4.55
4.6
4.32
4.74
4.71
4.61
Loyalty
Programs
Reminders
Discounts
Make My Trip Yatra Cleartrip Expedia
The numbers denote user happiness score out of 10.
Based on 47,984 User Reviews

21. www.clootrack.com
Other
Interesting
Insights
01 Users are indifferent to loyalty programs as they are not trust worthy.
02 Overall service quality affects rating of mobile app.
03 Quality of represented brands will reflect on brand image – especially hotels
and airline experience.
Based on 47,984 User Reviews
04 Customer loyalty is not permanent, with customers opting for multiple
Providers.
05 People care about pricing, but not about discounts. It is because of unclear
terms and conditions.

22. www.clootrack.com
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