A few weeks ago, Econsultancy posted a survey on what customers say they want from travel websites.

As the survey outlined, 85% of respondents use the web to research or book holidays, which underlines the importance of the web to the travel sector.

However, there are a few areas where the online user experience on travel sites could be improve, so we decided to take a closer look at what users actually do when booking holidays.

Econsultancy asked several users to test two of the UK’s largest travel companies’ websites: Thomas Cook and Thomson, to look for a suitable family holiday, and we reviewed the videos of their tests and analysed the results.

The findings list behaviours that travel websites should not seek to mitigate but rather that their designs, back end databases and content should actively seek to support.

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