PowerPoint Presentation

Steven Ratcliffe, VP Product, Travelport Digital, Thursday, 23 February 2017

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What makes a great mobile offering in business travel and how best to prioritize mobile and digital investments?

Steven RatcliffeVP Product, Travelport Digital

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We live in a digital world that is on-demand, connected & personal

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87% of people always have their smartphone at their side night and dayOn average we check our phones more than 150 times per day The mobile phone is the #1 most indispensable item travellers carry with them

Mobile is Omnipresent

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Local travel agencyTravel Retail as leisureOnline Mobile

Me

1970s1980s1990s20102020

The Way We Travel Has Changed

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The digital landscape is evolving and so too are the needs of your travellers

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[Seamless]

[Now]

[Me]

[Trusted]

[Delights]Connected

Immediate

Personal

Reliable

Engaging

They Expect An Experience That Is..

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Going from limited engagementTrip research Travel BookingInformation Desk Information Desk Email Support PRE-TRIPAT THE AIRPORT

AT DESTINATION

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Prompt: Plan Your TripSearch Best Fares & BookOrganize Airport TransportUpgrade Your Seat Or Add LuggageAirport Guidance: Proceed To Security etc Mobile Itinerary UpdatesPrompt: Flight CancelledMobile BoardingPrompt: Purchase In-flight Wi-fiPrompt: Go To Baggage Belt 10

Feedback On Your Experience

.to multiple touchpoints for engagementMobile Check-inReal-time Agent AssistancePRE-TRIPAT THE AIRPORT

48 HRS BEFORE

IN-FLIGHT

AT DESTINATION

POST-TRIPFuture Trip RecommendationsTrack Your FlightFind A HotelMobile Itinerary Updates

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Staying Relevant & Connected to the Business Traveller

Reducing Operational CostsKeeping Pace With TechnologyCounteracting Pressure From Intermediaries

Mobile solutions to real business challenges for TMCsOwning The Brand Experience

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Great mobile experiences drive business traveller engagement that yields

Greater Brand EquityDifferentiationNew Revenues

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Introducing the Evolution of Mobilein Business Travel

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Introducing EVOM - Evolution of Mobile TravelTravelport Digital Confidential13

Our framework helping TMCs to align and prioritise digital investments to support their key digital goals and objectives.

Not strictly linear, but later functionality should not take wholesale precedence over preceding stages.

Balanced FunctionalityFOUNDATIONREVENUEACQUISITION & ENGAGEMENT SERVING THE TRAVELLERMOBILE FIRST

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The Evolution of Mobile TravelTravelport Digital Confidential14

FOUNDATIONACQUISITION & ENGAGEMENT REVENUESERVING THE TRAVELLERMOBILE FIRST

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Which pillar do you most associate your mobile strategy with today?

FoundationRevenueAcquisition & EngagementServing the TravellerMobile First

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Pillar 1 EVOMTravelport Digital Confidential16

FOUNDATION

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Getting the key functionality right achieving sleek simplicity and a seamless experience in search, booking, flight status

Delighting business travellers with user-centric design and leveraging OS technology for speedy, seamless usage

Should incorporate good use of UI and UX

Avoid user frustration and meet business travellers minimum expectationsFoundation - the price of entryTravelport Digital Confidential17

FOUNDATION

Multi-platform Availability

Great Visual Design

Basic Itinerary Services

Basic In-App Messaging

Trip History

Email Parsing

Flight Status Alerts

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Foundation work is mandatory

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Users will abandon any service they cannot figure out or that doesnt perform to standard.

88% of travellers with smartphones would switch to another site or app if yours does not satisfy their needs.

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The itinerary is where it all comes together

V

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Travelport Digital Confidential2195% of BCD Travels TripSource users returnOur Take: Beautifully designed itineraries that have a great user experience and easily consumed travel details,will attract and keep users.The TripSource app incorporates a user-friendly concept of a trip envelope full of cards related to different trip segments

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High utility features will in time move to foundation pillarEmail parsing: forward emails to trips@xyzcompany.comFlight Status AlertsSuccess breeds expectation22

Our Take: What was once innovation quickly becomes the standard. This is the pace of change of todays digital travel landscape.

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Summary Foundation

Customers expect great foundation featuresSimplicity is often difficult to achieve but must be the aimUltra-connected travellers demand a seamless digital experience.In the UK alone, travel companies lost 2.7 billion in 2014 due to a poor mobile experience (Tnooz, August 2015)

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Pillar 2 EVOM24REVENUE

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Improve your Hotel Attach rates and commissions

Use smart user experience to drive loyalty to the travel program, policy adherence, and repeat bookings

Generate revenue streams through unique TMC value in the mobile channelRevenue Focus for TMCs25

REVENUEClient Business Rule Driven MessagingTraveller Check-in / Safety Notifications

Hotel booking

Flight rebooking

VIP Red button services

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TMC Example: Corporate Messaging26Timely contextual messaging can make the difference in supporting travel programs and savings to their bottom line.

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TMC Example: Reducing Friction27Hotel Booking on TripSource

ElegantDeceptively simplePainless payment

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Mobile is accounting for more travel revenue YoY28

51% Of US travellers prefer to book on a mobile device

Tnooz June 2016

57%Apps accounted for 57% of all mobile travel bookings in the first quarter of 2016.

Criteo Travel Flash Report, May 2016

$348BnOf global travel sales are expected to come from mobile in 2019.

Statista/eMarketer, 2017

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Our Take Revenue

Mobile revenue presents opportunity if you have great executionContextual, in-flow ancillaries will drive revenueA great user experience will drive engagement and conversionsNever underestimate the power of intelligent push messagingSuccess in the revenue EVOM pillar will allow for investment

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Pillar 3 EVOM30ACQUISITION & ENGAGEMENT

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Consistently driving app downloads

Engaging existing customers with features that encourage repeat use

Consistency across platforms

Developing an app that knows its users

Saved profiles and personalisationAcquisition & Engagement31

Omni-channel Support

Social Sharing / Auto-sharing

In-trip awareness

Saved profiles and preferences

Personalisation of In-App Experience

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Money Cant Buy Promotion of Your App 32Our Apps have reach 96 number 1 travel app positions in App Store & Google Play

774 App Store promotions in the last two years

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The Importance of MarketingTravelport Digital Confidential33

Iris:go - Capita Travel & Events App Promotion on WebsiteDedicated Website for Tripsource by BCD TravelEtihad Airways Prominent App Promotion on Homepage

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Video is a key medium34

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Smart Marketing35BCD Travel Tripster email to promote usage of Tripsource app to all business travellers

easyJet Mobile Mondays promotion to drive bookings and use of Apple Pay

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Our Take Acquisition & Engagement

App marketing is often an afterthoughtConsistent planning on acquisition and engagement is requiredShow your business travellers that you know them and they will reward youThis pillar is in the centre because it supports all of the others dont under-estimate its importance

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Pillar 4 EVOM37SERVING THETRAVELLER

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End-to-End Travel Experience:

Delivering a great experience across all possible touchpoints is key to serving the business travellerA door-to-door travel companionAdded-value contentServing the Traveller38

SERVING THE TRAVELLERClick to call / email / textOut of program alerts

Mobile Chat with dedicated agents

BOTs / Virtual Travel Agents

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Google Owning the Traveller

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Day of Travel Support is in Demand4076% of travellers would use real-time mobile baggage notifications if available

SITA Passenger IT Trends 201674% Would use flight and gate updates on their mobile if available

SITA Passenger IT Trends 2016

65% Would access entertainment services on-board via their own devices

SITA Passenger IT Trends 2016

Travellers Crave Mobile Assistance

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Our Take: Business travellers want timely and personalised end-to-end communication and updates throughout their journeyMobile Assistance41Transform the travel experience by proactively providing travellers with personalised and contextual travel updates, airport guidance and destination information

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Our Take: Mobile is a way to dramatically scale customer service

Extend agent activities to the device42

A TMCs digital strategy should amplify and extend agent expertise into mobile moments that make the business travel experience smoother

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Our Take: Bots are the next step to creating a 5 star service experience while decreasing your costs.The Bots are coming43Easily repeatable actions can be performed by a virtual agentBetter profiles and rich content keeps the experience aliveAny complex discussion is sent to a live agent to consult, yet in a seamless way to the user

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Summary Serving the Traveller

Everyone wants to own the end-travellerYou must understand the business travel journey and create opportunities to add value throughoutGive your business travellers a reason not to delete your appSucceed here and engagement and revenue will follow fast

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Pillar 5 EVOM45MOBILE FIRST

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Mobile first is a mindset and business strategy

Maximum use of device potential

Always thinking whats next

Using mobile to delight business travellers

Becoming a one-stop-shop for all business traveller needsMobile in its purest form46

MOBILE FIRST

Extended, relevant content and services

Flight Radar

Fingerprint ID

Predictive Instructions

Apple Pay / Google Pay / VCNs

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Our Take: A TMCs digital strategy should amplify and extend agent expertise into mobile moments that make the business travel experience smootherLeverage Advancements to Handsets & Operating Systems47Itinerary apps have to catch up to the market in this area.

If they do, they can differentiate to a market lead.

Fingerprint IDGoogle NowSiri link to app

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Some of our examples48IFE Companion AppSingapore Airlines

Apple PayeasyJetApple WatchSingapore Airlines & easyJet

3D TouchBCD Travel TripSource

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TripSource - A True Mobile First Brand49From Apps to Responsive Web

First launched iOS app, then Android with sophisticated mobile itinerary management

Responsive Website Followed to provide a true end-to-end Digital Travel Offering

Travellers can:Add customiseduser-generated trip detailsuse Outside of TMC Booking cards,add followers to trips

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You can do things on mobile that you cannot on other channels

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Mobile Only.LOCATION OMNIPRESENTVOICEINSTANT MESSAGINGCAMERA / SCANNING MULTI-MEDIA

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Our Take Mobile First

Its not easy to create a mobile-first mindsetOther pillars may require more attentionHowever, if you are serious it should be the ultimate goalSet yourself a mobile first deadline

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An EVOM Focused Mentality53

Always thinking mobile first & pushing boundaries

Ongoing competitive analysis and benchmarking

Customer experience at the heart of the process

Board level support

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The Evolution of Mobile Travel54

FOUNDATIONACQUISITION & ENGAGEMENT REVENUESERVING THE TRAVELLERMOBILE FIRST

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Rank the following pillars in order of your business priorities:

FoundationRevenueAcquisition & EngagementServing the TravellerMobile First

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Purely Mobile

Visit us at the Travelport Booth B1040 for a demo of our mobile solutions for TMCs

www.digital.travelport.com

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Thank you. Questions?

Steven Ratcliffe, VP Product, Travelport Digital

Email: steven.ratcliffe@mttnow.com

www.digital.travelport.com

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