transforming the day-of-travel experience with mobile services

Transforming the day of travel

with intelligent mobile services

Webinar

12 March 2015

K

Nick Vivion

Global Events Lead,

Reporter & Moderator

Tnooz

Gene QuinnCEO, co-founder & ProducerTnooz

Your hosts

K

Patrick Monaghan

Product Manager

Mobile Travel Technologies

Your presenter

5:11 pm

Copyright © Mobile Travel Technologies Limited

Transforming the ‘Day of Travel’ with Intelligent Mobile Services

Patrick Monaghan

+353 1 485 3452

[email protected]

5Copyright © Mobile Travel Technologies Limited

Agenda

Introduction to MTT

• The ‘Day of Travel’ pain points and MTT’s research

• Latest trends in mobile improving the ‘Day of Travel’

• The battle to ‘Own the Passenger’

• Demo of MTT Concierge Live, an intelligent mobile travel assistant


MTT’s Mobile Travel Platform (MTP)

and Mobile Travel Product Suite

Provide world class mobile solutions

at a fraction of the cost and

significantly reduced time to market

For leading airlines and travel

companies

MTT Overview

• Team of ~130 mobile travel experts (the largest in the world)

• Corporate headquarters and core engineering located in Dublin

• One product dev team and a business office in London; satellite resources in Manila

• Investors - venture capital, led by DFJ


MTT Customers Serve hundreds of millions of travellers each year

Europe’s 4th Largest

Carrier

Flag Carrier for Kingdom

of Saudi Arabia

Latin America’s Largest AirlineWorld’s 3rd Largest TMC


MTT Customers Serve hundreds of millions of travellers each year

One of the world’s

most respected

travel brands

One of the most

luxurious hotel

groups worldwide

Leisure carrier of the Air

France KLM

Group

Largest regional

airline in Europe

The Problem – ‘Day of Travel’ Frustrations


The Problem

Travel is stressful.

Passengers are nervous, anxious,

stressed and worried. They feel alone

and like they have no support.


The Problem

MTT Research


MTT Market Research

MTT carried out extensive market research into ‘Day of Travel’ frustrations to discover the pain points that travellers experience prior to flying and in airports.

The MTT study included:

• An online survey with 650 travellers across Australia, Canada, Singapore, UK & USA

• Airport observations

• One-on-one interviews with travellers


MTT Research – Airport Observations

Over 25% of travellers

needlessly queued at the

check-in desk when they had

already checked-in online

Many unknowingly stood in the

wrong queue only to be

directed to another queue in

the same terminal

Almost 50% of questions to

ground staff were for airport

directions.


MTT Research – One-on-One

Interviews

Underlying every pain point was a common theme …

… the fear of the unknown …

Travellers lack a feeling of peace of mind throughout their trip


MTT Research – Online Survey

Source: MTT Research

Top Travel Concerns Before Leaving for the Airport


MTT Research – Online Survey


Top Travel Concerns at the Airport


MTT Research – Changing

ExpectationsWhat are the most important mobile services your airline and airport could

provide you with on your day of travel to make your travel experience better…

Info & notifications

on flight

disruptions Baggage

tracking

Live flight

status

Notifications for

check-in open, gate

open, etc.

Info on

security, gate

and check-in

queue times Mobile check-in &

boarding passTravel time

& traffic to

airport

Info on

connecting

flights

Airport

navigation

How to manage

disruptions, e.g.

rebook flights



Third Party Research

Sources: SITA IT Trends / FlightView Passenger Survey

Information Travellers Expect to Receive on

their ‘Day of Travel’ Top ‘Day of Travel’ Concerns


Address Customer Pain Points

Customers are voicing the

same pain points in numerous

surveys

In MTT’s online survey, 67% of

travellers said they would take

more trips if the airport and

overall travel experience were

to be improved

Airlines and travel brands have

a great opportunity to do this

New Wave of Mobile Travel


Data Snacking – A New Form of Interaction

RISE OF

DATA

SNACKING

THE AGE OF

ENGAGEMENT

A big trend in mobile is the idea

that apps no longer need to be

opened to be experienced

Apps can now sit in the

background and push content

into a central experience

Rise of ‘data snacking’ –

invisible apps, quick

notifications, home-screen

widgets and glances


Card-Based Design

– Atomic Units of Information

Source: Image from Intercom.io


Travel 2.0 – The Biggest Update Yet

Context is King!

Mobile home screens becoming

completely context and location

aware

Travellers want information

without having to ask for it –

‘search without search’

Owning the Passenger


Planning

Booking

Pre-Trip

In Airport [Dep.]

In Flight

In Airport [Arr.]

In Destination

The Travel Lifecycle – Airport Apps

Airport apps offer a select group of features but at a

critical point in the travel lifecycle


Planning

Booking

Pre-Trip

In Airport [Dep.]

In Flight

In Airport [Arr.]

In Destination

The Travel Lifecycle – Airline Apps

Airline apps have the opportunity to offer a much

broader range of features, across the full lifecycle


The Rise Of The Intelligent Airport

The new always-connected traveller is looking

beyond the simple book flights and check-in app

• iBeacons

• Wayfinding & Indoor Navigation

• Augmented Reality

• Queue times, gate information, flight tracking…

The air travel market is crowded by highly advanced

airport apps trying to own your passenger!


CPH Airport

The most advanced airport app

in the world:

• First to do 360 degree wayfinding

• Wait times (passport control)

• Integrated airline check-in

• Distance and time to gates

• Airport offers via iBeacon

messages

• Augmented reality airport maps


The Google Now Effect

Android & Google Now are attempting to fill the

biggest travel gap of all for Google, ‘trip management’


It is time to take back ownership of

the passenger!

The Solution


The Solution

Inform – give customers all the transparent

information they need to feel in control.

Guide – deliver information to the

customer exactly when they need it to

complete the next step of their journey.

Assist – provide instructions and

assistance, especially if things change or

go wrong.


The Solution – A Powerful Widget


The Solution – MTT Concierge Live


MTT Concierge Live

Scenario – Before Trip

Check-In prompt Pre-trip checklist Baggage allowance Airport journey time Alarm reminder


MTT Concierge Live

Scenario – Travel to Airport

Live traffic en route to

the airport

Map and average journey time

to airport


MTT Concierge Live

Scenario – At the Airport - Landside

Welcome message Bagdrop location

and queue timesWayfinding Security queue times


MTT Concierge Live

Scenario – At the Airport - Airside

Promotion of airport

restaurants & retailDirections to coffee shop

and walk times

Gate number update

and directions to gate


MTT Concierge Live

Scenarios – Gate & Flight Connection

Gate update and

weather at destination Information and directions to gate for flight connection


To Summarise …

There are now more touch points with travellers than ever before. Airlines need to be at each one

It’s not just about the booking and check-in process anymore, the travel cycle is a very long tail

Airlines and other travel companies need to deliver a contextual, personalised and relevant experience wherever the traveller is and when

It’s about owning the passenger again, taking that relationship back, there shouldn’t be 3 in this marriage!

Thank you!

Send your questions and comments to

[email protected]

Replay and presentation of webinar will be available

tomorrow on www.tnooz.com

mailto:[email protected]

http://www.tnooz.com

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