1.
@tvptdigital | #mobiletravel2018

2.
What we will cover today
• The changing digital landscape
• What our research is telling us
• Trends to watch out for in 2018
• Summary
• Q&A
@tvptdigital | #mobiletravel2018

3.
Travelport confidential
The changing
digital landscape

4.
Travelport confidential
This changed everything

5.
50%
75%
20%+
2.2 Billion Number of Annual Air Travellers2007
2007
2010
2010
A Decade of Change
4 Billion
Global Smartphone Penetration Rates
3%
% of Airlines Offering Mobile Check-In
20%
% of Passengers Using Mobile Check-In
1%
2017
2017
2017
2017

6.
The ‘Mobile Culture’ of today didn’t exist 5 years ago
Technologies Behaviours

7.
The industry take for 2018

8.
Mobile continues to
be a top priority for
travel brands
in 2018…

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The traveler take for 2018

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Why would you download a travel app and not just a website?
Native apps as a preferred platform for end-travelers

11.
Apps remain the ‘go to’ for traveler engagement

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WIN BIG or LOSE BIG through UX

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Trends to watch out for in 2018

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Mobile App Customer Journey…
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
Mobile
Check-in
Real-time Agent
Interaction
PRE-TRIP AT THE AIRPORT48 HRS BEFORE IN-FLIGHT AT DESTINATION POST-TRIP
Personalised Trip
RecommendationsTrack Your
Flight

15.
Car
Hotel
Airline
Customer
Other 3rd
parties
Customer
Satisfaction
The next level of development will be powered by data
Rail
IROP’s
Solutions
Ancillary
Revenues
Loyalty &
Retention
DATA CONSOLIDATION

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Offering passengers late
check in to their hotel with
a mobile room key, in the
event of flight delays.

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Optimising the experience
with targeted offers &
attractions

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Providing travelers with
useful information pre-trip

19.
20
Organise airport transport
from directly within
the app

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Using shared data from all travel segments to
deliver features & functionality will be key to
keeping travelers engaged with your app.

21.
Voice is booming…

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Developing markets are helping driving the
next wave of voice powered technology
Image source: WSJ.com

23.
In June 2017 easyJet had over 30,000 flight
status voice searches on their Alexa Skill
First U.S.-based airline to provide an
Alexa skill for Alexa-enabled devices

24.
Rather than trying to move 1.3 billion
Chinese to our app, we moved to WeChat.
We should be on apps that people really use! Not just do our own.
Tjalling Smit,
Senior VP of Digital
“ “

25.
330MN used messenger to
contact a business for the
first time this year
55K conversations in
just 90 days
1.4 million online boarding
passes issued via messenger

26.
The traveler of tomorrow will want and expect to,
engage with travel brands on whatever platform
they choose - be it voice, messenger or mobile.

27.
Native Apps
Upside Challenges
• Still provide superior performance
• They come built with NFC support
• Geo-fencing capabilities
• Can leverage a devices smart capabilities
• Higher quality control due to app stores
• They easily interact with other apps
• Multiple form factors and platforms,
• Approvals process of the app stores
• Support users on older app versions
• Build the inhouse teams
+ -

28.
Web applications that use
modern web capabilities
to deliver an app-like
experience to users

29.
The benefits of PWA’s:
• Maximizes your reach
• No installation required
• Responsive design & simplified code
• Great user experience
• More cost effective to build

30.
First airline globally
to release a PWA

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o Less than 3%
of the storage of their native app
o 75% uplift in tweets
o Visitors viewing 65% more pages
Source: developers.google.com

32.
PWA challenges
• Still have their limitations
• Apple & Safari still don’t yet fully support
• Push notifications and offline mode not fully
available in some cases
• Ditto NFC or Bluetooth support
• May not be able to deliver all your desired
app use cases

33.
Travel brands need to get the balance right
between improving the native app experience
and exploring new ecosystems that extend
beyond mobile apps.

34.
Introducing facial
recognition, making it
easier than ever to
check-in to your flight

35.
41
Streamlining the
travel experience
with automatic
check-in

36.
899%
increase in 5 star ratings in
the TripSource app

37.
2018 we will see the elimination of more
friction points as more capabilities are enabled
through a personalized experience

38.
Blockchain will open up new
opportunities to improve the
efficiency and security of services
such as booking , rebooking, baggage
tracking and traveler itinerary
information.

39.
Time
LocationContext

40.
Customer expectations have changed – the
requirement now is to predict the travelers
wants and needs before they even realise them.

41.
Changes in consumer behaviour mean mobile
payments will become the new commodity of
the commerce experience in 2018 and beyond.

42.
56
10%
of all transactions
through Apple Pay

43.
In summary

44.
Reservation solutions (SOR) Reservation solutions (SOR) Reservation solutions (SOR)
Pre-2008 Last 10 years Today
Voice
Desktop
Desktop
Mobile
Mobile
Native
Block
chain
Desktop
Mobile
PWA/App/Web
Chat/Bots Voice

45.
Where are you
investing this
year?

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Closing summary
‘Mobile’ is still key, but the travel journey is now multi-platform
Voice, messaging & bots offer major revenue and engagement opps
Customers expectations are higher than ever before – the experience needs to:
o Include less friction
o Incorporate greater personalisation
o Provide even more touchpoints for servicing the traveler

47.
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48.
Q&A
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