EE--Travel ServicesTravel Services

How the story beginsHow the story begins……

What he already knewWhat he already knew……

74%74% of AIA passengers have access to internetof AIA passengers have access to internet

65%65% amongst Greek passengers amongst Greek passengers

84%84% visit internet on a daily basis visit internet on a daily basis

79%79% amongst Greek passengersamongst Greek passengers

49%49% visit internet for businessvisit internet for business

38%38% for informationfor information

13%13% for entertainment for entertainment

He was aware of eHe was aware of e--booking sharebooking share……

Greek residentsGreek residents2006:2006: 10% 10% 20072007: 18%: 18%

Foreign residentsForeign residents2006:2006: 27%27%2007:2007: 35% 35%

27%

EE--booking sharebooking share

19%

+42%

2006 2007

But these were not enoughBut these were not enough……

Sample:Sample: On On -- line survey to line survey to 31 airlines31 airlines

Objective:Objective: Examine current status and future plans of airlines with regard to electronic services

Sample:Sample: Face to face interviews to Face to face interviews to 510 510 passengers passengers

Objective:Objective: Monitor views of passengers using the electronic services provided by the airlines

CurrentlyCurrently……

AllAll the interviewed airlines offer e-booking2020 airlines already offer e-check in

Sales via eSales via e--bookingbooking

Globally 11%

Use of eUse of e--check incheck in

Locally4%

Globally 34%Locally

17%

““LocalLocal”” future plansfuture plans

37%

Next 2 years

49%

Next 5 years

17%

Currently

Sales via eSales via e--bookingbooking

4%

Use of eUse of e--check incheck in

Currently

21%

Next 2 years

36%

Next 5 years

““MobileMobile”” future plansfuture plans

4 airlines

no plans to offer

17 airlines

intend to launch

10 airlines

offer

20 airlines 20 airlines plan to launch mobile checkplan to launch mobile check--in at the local in at the local market within themarket within the next 2next 2--3 years3 years

Benefits of eBenefits of e--services for airlinesservices for airlines

56 votes on customer satisfaction47 votes on cost reduction

Benefits of eBenefits of e--services for airlinesservices for airlines

56 votes on customer satisfaction47 votes on cost reduction

EE--bookingbooking

1.1. Reduction of cost Reduction of cost (28)(28)2.2. Upgrade services for passengers Upgrade services for passengers (27)(27)3.3. Promotion of airlinePromotion of airline’’s image s image (6)(6)

EE--check incheck in

1.1. Upgrade services for passengers Upgrade services for passengers (29)(29)2.2. Reduction of cost Reduction of cost (19)(19)3.3. Better utilisation of staff Better utilisation of staff (7)(7)

Promotion of ePromotion of e--servicesservices

31

2420

1815

9 8 70

10

20

30

40

Air

lin

e’s

we

b s

ite

Inte

rne

t B

ann

ers

Ad

vert

ori

als

Ad

vert

isin

g in

mag

azin

es/

ne

wsp

ape

rs

Ad

vert

isin

g in

Air

po

rt’s

Tim

eta

ble

Ou

tdo

or

Rad

io

De

mo

nst

rati

on

at

airp

ort

42% web services42% web services40% printed material 40% printed material

Are passengers aware of eAre passengers aware of e--services?services?

55%

EE--check incheck in

22%

86%

Mobile check inMobile check inEE--bookingbooking

43% 11%

Airlines perception Pax actual awareness

How do they know about eHow do they know about e--services services ……

42% web services42% web services40% printed material 40% printed material

25%

14%10% 8% 7%

0%

10%

20%

30%

40%In

tern

etad

verti

sem

ents

/B

anne

rs

Airl

ine’

s w

ebsi

te

Prin

ted

mat

eria

l

Live

dem

onst

ratio

nat

the

airp

ort/s

taff

Trav

el a

gent

How do they know about eHow do they know about e--services services ……

25%

14%10% 8% 7%

0%

10%

20%

30%

40%In

tern

etad

verti

sem

ents

/B

anne

rs

Airl

ine’

s w

ebsi

te

Prin

ted

mat

eria

l

Live

dem

onst

ratio

nat

the

airp

ort/s

taff

Trav

el a

gent

36% 36% of passengers are aware of eof passengers are aware of e--services throughservices through““word of mouthword of mouth””

Use of eUse of e--servicesservices

23%

EE--check incheck in

19%

42%

Mobile check inMobile check in

1%

EE--bookingbooking

30%

Airlines perception Pax actual penetration

Ticket booking means Ticket booking means

34%

23%31%

42%

57%

69%

29%

21%17%

5% 3%

15%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Vis

it t

rave

lag

en

cy

Cal

l tr

ave

lag

en

cy -

Air

lin

ew

eb

site

Cal

l ai

rlin

e

Vis

it a

irli

ne -

E-

age

nci

es

(Ex

pe

dia

,tr

ave

lpla

ne

t24

etc

)

Ever used More often

Why preferring other eWhy preferring other e--agenciesagencies……

9%

48%

57%

0% 10% 20% 30% 40% 50% 60% 70%

Manage rest ofbooking s (hotels,car)

More choices on airroutes/airlines &

fares

Better prices/offers

Info via navigation on airlineInfo via navigation on airline’’s websites website……

4%

8%

10%

12%

36%

38%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Company's reputation

Aircrafts

Prog rams offered (frequent flyer)

Services offered

Ticket discounts/offers

Air routes/destinations

36% 36% do not navigate for further infodo not navigate for further info

Intention to use in the future Intention to use in the future

56%

EE--check incheck in

36%

68%

Mobile check inMobile check in

34%

EE--bookingbooking

50%

Airlines perception Pax actual intention

Pros & cons of ePros & cons of e--booking for passengers booking for passengers

Benefits Benefits

1. Time saving 2. Better prices

1. Time saving 65%2. Easy procedure 51%3. Better prices 42%

Concerns Concerns

1. Unfamiliar with technology 2. Unfamiliar with procedure

1. Do not trust internet 32%2. Unfamiliar with technology 28%3. Unfamiliar with procedure 19%

Pros & cons of ePros & cons of e--check in for passengers check in for passengers

1. Unfamiliar with technology 2. Unfamiliar with procedure

Concerns Concerns

1. Avoidance of queues2. Time saving

1. Time saving 64%2. Easy procedure 51%3. Avoidance of queues 23%

1. Unfamiliar with procedure 44%2. Unfamiliar with technology 19%3. Do not trust internet 19%

Benefits Benefits

Little did he knowLittle did he know……

PassengersPassengers already use already use and definitelyand definitely are willing to use eare willing to use e--

services in the futureservices in the future

Offer a Offer a smooth esmooth e--experienceexperience to passengers and they are to passengers and they are

going to going to discuss it with their friendsdiscuss it with their friends

Communicate Communicate ““time savingtime saving”” element of eelement of e-- services services

through through ““ee--servicesservices””

Educate Educate passengers to identify passengers to identify ““easiness of procedureeasiness of procedure””

Passenger self service:Enable the passenger to manage all appropriate departure and arrival processes through a range of self-service options.

Prior to travel e-services

FlightInformation

Bookingchanges

Ticketing Booking Planning

Web sites

Mobile internet

E-mail

Web check-in

Mobile check-in

E-tickets

3d bar code tophones

E-mail

Web changes

E-mail

SMS alerts

Web sites

E-mail

SMS alerts

Airport e-services

Boarding Security Lounge/retail

PassportControl

Check-in Transport

BiometricsBiometrics Return flight self check-in

SMS alerts

Self service KioskCUSS

Mobile check-in

Biometrics/API

Web sites

E-mail

Mobile internet

Biometrics

In flight e-services

Food &beverage

Flight attendants

Cabin/seat/IFE

Pre-orderWeb sites

Mobile internet?

Connecting flight information

SMS alerts?

Web sites

Mobile internet?

Connecting flight information

SMS alerts?

Post flight e-services

Transport Retail Baggage

Hall PassportControl

Web sites

Mobile internet

Connecting flight information

SMS alerts

Web sites

Mobile internet

SMS alerts

Post flight

E-mail

SMS

Biometrics Pre-order

EE--services trendsservices trends

IATAIATA’’ss Simplify the business programSimplify the business program

RFID for bagsE-freight

EE--ticketingticketing

Bar Coded Boarding PassesBar Coded Boarding Passes

BCBP Airline StatusDecember 2007

101

48

73

Bar Coded Boarding PassesBar Coded Boarding Passes

Number of airlines already BCBP capableDecember 2007

10 10

4

107 8

4

48

0

10

20

30

40

50

60

Africa Asia Pacif ic CIS Europe MENA North Asia TheAmericas

US

Mobile technologies: the next wave for travelMobile technologies: the next wave for travel

Weather Forecasts

Day/Night Map

World Clocks

Currency Converter

Itinerary Viewer Welcome Greeting

Flight Alerts

Meeting Notification

Outlook Add-On Website Access

Flight Status

Mapping

Travel DirectoryFlight Schedules

Integrated Experience Spanning Mobile, Web and Outlook

750K active users across all products/platforms

Over 100K new users acquired each month (as of December 2007)

2008 estimated distribution with carrier/handset partners- 25M units

Vodafone

Nokia

Motorola

RIM

Sony Ericsson

HP

Etc.

mobi-pass™ for Airlines

IATA Compatible. mobi-pass™ is compatible with existing airport scanning equipment installed for IATA bar-coded boarding passes. Supports agreed industry standards including DataMatrix, Aztec and QR.

Mobiqa’s mobi-pass™ offers huge benefits to airline operators and passengers without compromising airport security.

mobi-pass™ for Airlines

Common use self service: CUSSCommon use self service: CUSS

Future of ticketing & eFuture of ticketing & e--servicesservices

Biometrics Airline web sitecapability

EE--Travel ServicesTravel Services