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Transforming the day of travel
with intelligent mobile services
Webinar
12 March 2015

2.
K
Nick Vivion
Global Events Lead,
Reporter & Moderator
Tnooz
Gene Quinn
CEO, co-founder &
Producer
Tnooz
Your hosts

3.
K
Patrick Monaghan
Product Manager
Mobile Travel Technologies
Your presenter

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5:11 pm
Copyright © Mobile Travel Technologies Limited
Transforming the ‘Day of Travel’ with
Intelligent Mobile Services
Patrick Monaghan
+353 1 485 3452
patrick.monaghan@mttnow.com

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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

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6Copyright © Mobile Travel Technologies Limited
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

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7Copyright © Mobile Travel Technologies Limited
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

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8Copyright © Mobile Travel Technologies Limited
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

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The Problem – ‘Day of Travel’ Frustrations

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10Copyright © Mobile Travel Technologies Limited
The Problem
Travel is stressful.
Passengers are nervous, anxious,
stressed and worried. They feel alone
and like they have no support.

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11Copyright © Mobile Travel Technologies Limited
The Problem

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MTT Research

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13Copyright © Mobile Travel Technologies Limited
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

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14Copyright © Mobile Travel Technologies Limited
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.

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15Copyright © Mobile Travel Technologies Limited
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

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16Copyright © Mobile Travel Technologies Limited
MTT Research – Online Survey
Source: MTT Research
Top Travel Concerns Before Leaving for the Airport

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17Copyright © Mobile Travel Technologies Limited
MTT Research – Online Survey
Source: MTT Research
Top Travel Concerns at the Airport

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18Copyright © Mobile Travel Technologies Limited
MTT Research – Changing
Expectations
What 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
Source: MTT Research

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19Copyright © Mobile Travel Technologies Limited
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

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20Copyright © Mobile Travel Technologies Limited
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

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New Wave of Mobile Travel

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22Copyright © Mobile Travel Technologies Limited
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

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23Copyright © Mobile Travel Technologies Limited
Card-Based Design
– Atomic Units of Information
Source: Image from Intercom.io

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24Copyright © Mobile Travel Technologies Limited
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’

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Owning the Passenger

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26Copyright © Mobile Travel Technologies Limited
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

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27Copyright © Mobile Travel Technologies Limited
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

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28Copyright © Mobile Travel Technologies Limited
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!

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29Copyright © Mobile Travel Technologies Limited
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

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30Copyright © Mobile Travel Technologies Limited
The Google Now Effect
Android & Google Now are attempting to fill the
biggest travel gap of all for Google, ‘trip management’

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31Copyright © Mobile Travel Technologies Limited
It is time to take back ownership of
the passenger!

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The Solution

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33Copyright © Mobile Travel Technologies Limited
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.

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35Copyright © Mobile Travel Technologies Limited
The Solution – A Powerful Widget

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36Copyright © Mobile Travel Technologies Limited
The Solution – MTT Concierge Live

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37Copyright © Mobile Travel Technologies Limited
MTT Concierge Live
Scenario – Before Trip
Check-In prompt Pre-trip checklist Baggage allowance Airport journey time Alarm reminder

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38Copyright © Mobile Travel Technologies Limited
MTT Concierge Live
Scenario – Travel to Airport
Live traffic en route to
the airport
Map and average journey time
to airport

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MTT Concierge Live
Scenario – At the Airport - Landside
Welcome message
Bagdrop location
and queue times
Wayfinding Security queue times

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MTT Concierge Live
Scenario – At the Airport - Airside
Promotion of airport
restaurants & retail
Directions to coffee shop
and walk times
Gate number update
and directions to gate

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41Copyright © Mobile Travel Technologies Limited
MTT Concierge Live
Scenarios – Gate & Flight Connection
Gate update and
weather at destination
Information and directions to gate for flight connection

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42Copyright © Mobile Travel Technologies Limited
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!

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5:11 pm
Copyright © Mobile Travel Technologies Limited
Thank You
Patrick Monaghan
+353 1 485 3452
patrick.monaghan@mttnow.com

43.
Q & A

44.
Thank you!
Send your questions and comments to
nvivion@tnooz.com
Replay and presentation of webinar will be available
tomorrow on www.tnooz.com