The World Travel & Tourism Council (WTTC) unveiled its newest report, exploring the important hole between travellers’ need for sustainable choices and their precise behaviour. Launched at FITUR 2025, Madrid, the report Bridging the Say-Do Gap: How to Create an Effective Sustainability Strategy by Knowing Your Customers was developed in collaboration with WTTC data associate YouGov.
The report explores the disconnect between what travellers say about sustainability and the alternatives they finally make.
It offers actionable steering to Travel & Tourism companies on how they’ll deal with this hole by providing options that make sustainable travel each extra accessible and extra engaging, finally balancing financial development and environmental duty.
The examine, drawing on a survey of greater than 10,000 respondents, categorised travellers into six client segments, starting from the eco-conscious “Hopeful Worriers” to the disengaged “Climate Change Agnostics”. Each group comes with distinctive behaviours, priorities, and obstacles to deciding on sustainable selections.
Understanding these numerous views is important for companies to craft efficient sustainability methods that resonate with their viewers and drive actual impression.
According to the information, cost and high quality stay the dominant priorities for travellers, outweighing sustainability concerns. Across all client segments, greater than 50% say cost is a very powerful issue influencing buying choices, whereas round 30% prioritise high quality.
In stark distinction, sustainability is a major issue for under a small minority, starting from 11% to 7%, even among the many most environmentally aware teams.
A scarcity of visibility additionally stays a big barrier to progress. Over 10% of respondents reported no publicity to sustainability messaging or data via any channel, together with mainstream media, social platforms, or community-driven initiatives.
Julia Simpson, WTTC President & CEO, stated: “Travellers care about sustainability but when buying travel, cost and quality are king. Customers expect businesses to create affordable sustainable options. But many WTTC companies inspire change – whether that is regrowing coral reefs or reducing food waste. Customers engage with brands that have strong values.
“I am delighted to collaborate with YouGov for such a crucial piece of work. By closing the say-do gap, we not only protect the planet but ensure more rewarding experiences for customers and a brighter and more resilient future for our planet.”
Research was additionally carried out by WTTC Member, Trip.com, culminating in The Sustainable Travel Consumer Report 2024. Trip.com’s report helps WTTC findings, noting the significance of cost and making sustainability hassle-free, encouraging shoppers in the direction of extra sustainable motion.
Business Recommendations
WTTC’s report presents seven key suggestions to assist the business bridge this divide, calling on companies to steer by instance, partnering the place attainable with different companies and governments on sustainability initiatives.
To drive actual change, the report recommends highlighting the financial and private advantages of sustainable travel, guaranteeing eco-friendly choices are easy and handy for shoppers, and introducing tiered reward programmes to encourage motion in any respect ranges.
Tailored advertising and marketing that speaks on to the values and wishes of particular person shoppers has been proven to considerably enhance engagement throughout completely different segments. Designing out unsustainable choices to make sustainability the default selection can facilitate the decision-making course of and enhance the general expertise.
Many Travel & Tourism corporations are actively adopting sustainable practices and speaking them to shoppers.
Intrepid Travel prominently labels journey itineraries with their carbon impression and offsets
emissions mechanically. Iberostar leverages AI expertise to cut back meals waste in its lodges and prioritises underutilised fish shares. Hilton has geared up over 1,800 lodges with EV charging factors, with almost a 3rd of its EMEA properties powered solely by renewable power.
As local weather motion turns into an crucial somewhat than an possibility, this report equips companies with the instruments and insights they should thrive in a quickly altering world.
WTTC urges all Travel & Tourism enterprise leaders to leverage this report back to encourage innovation and chart a sustainable path ahead.
