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Hotels May Lose Repeat Business with Poor Wi-Fi Service According to iPass Hospitality Survey Findings

Hotels May Lose Repeat Business with Poor Wi-Fi Service According to iPass Hospitality Survey Findings

iPass findings illuminate how poor Wi-Fi service at hotels can drive 36 percent of business travelers away

REDWOOD SHORES, Calif., — December 15, 2010 — iPass Inc. (NASDAQ: IPAS), a leading provider of enterprise mobility services, today released survey findings that indicate hotels are potentially losing lucrative business travel customers with bad Wi-Fi offerings, whether it is a paid or free Wi-Fi service.

While over 50 percent of business travelers inform the front desk when they have connectivity issues, the survey results show that for nearly 36 percent of business travel hotel guests —a bad experience affects whether they book that specific hotel. For a further 16 percent, a bad Wi-Fi experience influences their decision on whether to book with the same hotel chain again.

A report earlier this year from J.D Power & Associates indicated that Wi-Fi was a “top five ‘must-have’” amenity for hotel guests. “With hotels constantly reviewing their repeat hotel occupancy, it is increasingly important to ensure that internet connectivity for hotel guests works consistently,” said Marcio Avillez, vice president of supply management at iPass. “The business traveler needs high-quality internet connectivity at hotels, whether it’s an additional service fee, or free. Hotels cannot afford to overlook Wi-Fi quality as nearly 80 percent of business travelers return to the same destination. A bad Wi-Fi experience impacts half of the business traveler’s decision to re-book at the same hotel or hotel chain.”

The iPass Hospitality survey findings are based on nearly 1,200 business travelers from around the globe. 48 percent of respondents were surveyed in Europe and Asia while 47 percent of respondents were from North America. To access the report visit

About iPass Inc.

Founded in 1996, iPass (NASDAQ: IPAS) is a leading provider of enterprise mobility services with 3,500 customers, including more than 420 of the Forbes Global 2000. Additional information is available at or on Smarter Connections, the iPass blog.