MARLTON, N.J. – Survey data released by the National Limousine Association (NLA) – an organization responsible for and dedicated to representing the interests of the ground transportation industry at the global, national, state, and local level – shows an overwhelming desire from consumers for strict safety protocols to be followed (92 percent) and reliability among transportation providers (91 percent) they and their families use. The survey also indicates most Americans (77 percent) are willing to spend more for travel companies when it equates to a better service experience.
The survey, conducted online by The Harris Poll on behalf of the NLA in January 2023 encompassing over 2,000 U.S. adults ages 18+, also breaks down cancellations by transportation category in 2022 and illustrates consumer transportation demands and concerns regarding potential delays and cancellations impacting travel plans in 2023.
Key survey results reveal:
- 92% of Americans say it is important that any company transporting them and their family is following strict safety protocols.
- 91% of Americans say it is important to them to have reliable companies transporting them and their families when they travel in 2023.
- 77% of Americans say they are willing to pay more for travel companies when it equates to a better service experience.
- 65% of Americans say they are concerned about potential delays/cancellations impacting their travel plans this year.
Americans indicated the following types of transportation companies cancelled their pre-booked travel plans in 2022:
- 8% airlines
- 8% ride-hailing services
- 6% taxi services
- 5% buses
- 5% trains
- 2% ferry services
- 2% chauffeured car services
“It is no surprise that most Americans are looking for reliability from their transportation providers, especially after the countless instances of travel chaos we’ve witnessed that caused a ripple effect throughout the entire travel industry,” said Robert Alexander, President of the NLA. “To see that chauffeured car services were cancelled for only 2% of Americans last year clearly demonstrates our industry’s resilience and reliability.”
The NLA is committed to raising existing accepted standards in safety, reliability and service across the ground transportation industry. The organization has actively promoted its Passenger Bill of Rights and Driver Duty of Care across the ground transportation industry since 2015.
Alexander continued: “It is also unsurprising to see that safety is top of mind among consumers, with important legislation like Sami’s Law recently making national headlines for the new safety protections it provides to ride-hailing passengers. The NLA has always prioritized safety and service as two primary pillars, and we strongly encourage the entire ground transportation industry to adopt these guidelines to deliver a safe, reliable travel experience for consumers in 2023.”