travelport @ dbta, online and technology … · source: travelport digital 2016, localytics 2016....
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Travelport @ DBTA, Online and TechnologyPeter Cramon & David Conlon
6%➤15%➤25%➤45%% of Millennials in civilian labor force
2000 2005 2010 2015
Incremental Passenger Numbers
North America651m 3.3%
Latin America328m 4.4%
Africa190m 4.9%
Middle East250m 5.1%
Europe577m 2.6%
Asia Pacific1,753m 4.9%
Global3,749m 4.0%
4.0% Annual average growth in global air passenger journeys over next 20 years
2.2X The number of air passenger journeysIn 2034 compared with today
2014
2015
2016
2017
2018
2019 259
225
188
153
126
96
Global mobile travel value sales (US$bn)
2014
2015
2016
2017
2018
2019 25.0%
23.0%
20.5%
18.0%
15.5%
12.5%
Global mobile share of total online sales
Readily Available AI + Open Messaging Platforms =AI Powered SMS Interfaces
Forvirrende Tech. Trend slide
Teknologi ogde rejsendesbehov og for-ventninger
Information
Planninginspiration
Searchshop
Book
Payment
Pre-trip preparation
Traveling
Post-trip
Evaluation
VIL påvirke alleinteraktioner
mellem jer ogjeres rejsende
Mere håndgribelig slideom rejselivscyklus
“It’s not just mobile-first, but experience-first. Mobile is merely the latest disruptive channel to shake things up”.
Atmosphere Research group
“We live in a world where brands and loyalty are defined by the experiences they deliver where every customer has a smart phone in their pocket”.
Gordon Wilson
Travelport CEO
“Travel experience” er en grundpille
Innovation i øjenhøjde med den rejsende
Open Platform/App Store
Travelport Digital
Travelport Digital
David ConlonSolutions Account Manager
13 years, 100s of releases and 33 mil. downloads
We are experts at delivering customer-centric mobile travel solutions that drive end-traveller engagement
5
50
330
0
50
100
150
200
250
300
350
2005 2012 2017
Headcount Growth
Travelport confidential
The shifting digital landscape
The ‘Mobile Culture’ Of Today Didn’t Exist 5 Years Ago
Technologies Behaviours
We now live in an engagement economy
87% of people always have their smartphone at their side night and day
On 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 in our world today
Bringing you from limited engagement…
Trip Research
Corporate Booking
Tool
InformationDesk
InformationDesk
Fax/Email Support
PRE-TRIP AT THE AIRPORT AT DESTINATION
To mobile opportunities at every step
Prompt: Plan Your Trip
Search Best Fares & Book
Organize Airport Transport
Upgrade Your Seat Or Add Luggage
Airport Guidance: Proceed To Security etc
Mobile Itinerary Updates
Prompt: Flight Cancelled
Mobile Boarding
Prompt: Purchase In-flight Entertainment
Prompt: Go To Baggage Belt 10
Book Your Hotel
Feedback On Your Experience
MobileCheck-in
Real-time Agent Interaction
PRE-TRIP AT THE AIRPORT48 HRS BEFORE IN-FLIGHT AT DESTINATION POST-TRIP
Personalised Trip RecommendationsTrack Your
Flight
Travelport confidential
Engagement makes business sense
27% of global travel
bookings were through mobile in Q1
2016
87% of business travelers
interact with multiple
devices to plan trips
30% of travelers are likely to buy ancillaries within 48
hours of flying
In 2015 IROPs cost
airlines $450M to
resolve
46% of travelers
expected to use mobile
apps while in-flight
60% of last minute hotel
bookings are made via mobile
25% of travelers are
open to receiving
offers after their trip
Our data shows great mobile experiences deliver engagement and value
3xMore user sessions with
push enabledEngagement using real-time
messaging
+300%
Source: Travelport Digital 2016, Localytics 2016
Engaging through great ‘user’ experience
Engaging through personalised experiences
Engaging through innovative experiences
How to win in the engagement economy
Transactions Engagement
Tech
no
logy
Use
r Ex
per
ien
ce
€ €€
€€ €€€Increasingly
valuable relationships
Travelport Trip Assist
A mobile engagement platform built for every agency
The mobile influence:
Fully branded mobile app in your traveller’shands at all times
Real-time comms that keep your brand front of mind at all times
Providing a one stop solution for trip management
How can I improvebrand awareness among travellers?
• Extend t
More functionality: Extend proposition beyond ticketing and service requests
Access to timely and accurate trip information
Empower the travellerto self serve on the go
How do I reduce the likliehood of travellers using other services?
Using flexible technology that can scale to meet the needs of the corporate
Increase visibility & influence on traveller behaviour and spend
Provide better service for travellers on the go
How do I differentiate our service to win more business with corporates?
Engaging them where they are most comfortable
Instant access to the content they want, when they need it
Better customer service while they are on the go
How do I keep travellers engaged post booking and keep them in the program?
Real-time trip specific travel alerts that reduce the need for agent calls
Provide more self serve capabilities that give the travellermore autonomy
How can I reduce the cost of servicing the traveller?
A solution built to address your challenges
Fully branded mobile experience
Flexible theming engine
Messaging to keep you front of mind
Elevate your
brand awareness
among travellers
Seamless log-in with TouchID
Add new trips
Detailed trip segments
Native mapping & directions
Calendar synch
Ensure travellers
use your service
over others
Corporate messaging & reminders
Global risk alerts & traveller updates
User behavior insights
8 week product upgrade cycle
Differentiate your
service to win more
corporate business
End to end itinerary management
Automated itinerary updates
Timely & contextual trip alerts
Keep your travellers
engaged post
booking and in the program
Real-time flight status alerts
Self serve capabilities
Immediate agent assistance
Reduce the cost
to service the
traveller
Improve engagement with the right customer insights
Report Investigate Predict Optimize
What happened in the past?
Why did it happen?
What may happen in
future?
What is the best that could
happen?
Helping you build more valuable relationships with your customers
“Selecting Travelport Trip Assist for our mobile solution and roadmap will enable us to lead the way when providing innovative mobile travel services in our market that make every stage of travel more efficient, seamless and enjoyable. ”
Marco Ciocchetti, CEO of the XL Travel Group
“Excellent app for staying ahead of your travel needs.”
XLGO, Android User, Carol Bayne
“Fabulous and easy to use.”
XLGO, Android User, Juan Bedser
“New Travel app set to revolutionize travel.”
Independent Online, May 2017
“New Travel Itinerary App With New Trip Assist Technology For Travellers In South Africa.”
IPMI Magazine, June 2017
A page to get you started…
http://digital.travelport.com/news-resources/resources
Resources and guides
TakThank you
Håber at se jer ved vores stand senereHope to see you at our stand later