Two new research reports reveal high traveler expectations for travel-related mobile services and present opportunities for airlines and airports to generate ancillary revenue while providing best-in-class customer service.
The rapid proliferation and capabilities of mobile technology in recent years has made smartphones and other mobile devices as important to travelers as credit cards and identification. Of the 2,600 business and leisure travelers surveyed by FlightView Inc., 80% use a smartphone and more than 35% use a tablet and/or laptop while in the air.
Today’s travelers want to access timely, relevant day-of-travel information via their mobile devices to help smooth travel disruptions and aid better decision making. Also, they are more comfortable with self-service options since it’s often faster and easier to access information or complete transactions online than to wait in an actual line to speak with a live person.
Here’s how airports and airlines can keep travelers happy by providing the information they want while generating ancillary revenue that keeps balance sheets in the black.
What airlines and airports can do today.
With airports and flights more crowded than ever coupled with extreme weather events, travel disruptions are all too common. Keeping travelers informed about delays or other events lets them act immediately to lessen the negative impact, reduce their stress, or even improve their experience. What information is most valuable to travelers that airports and airlines can deliver via mobile devices?
A good starting point for change are the inefficient pre-departure processes travelers must undergo – a whopping 72% of travelers surveyed cited those annoying and time-consuming series of ordeals as their main gripe with airports.
The good news? Amadeus is betting that in the very near future technology can eliminate most if not all of these travel headaches, creating a better passenger experience that’s miles away from the current situation.
Here’s a look at how the airport experience can evolve in three key areas – check-in/baggage, security screening and boarding.
Check-In/Baggage. Bar coded boarding passes and the ability to check-in online via computer or mobile device are the status quo, but as early as 2015 designated check-in areas of the airport could be obsolete as travel documents enabled with RFID automatically check-in passengers upon airport arrival. Baggage checking is increasingly becoming self-serve, but there’s room for improvement – 57% of frequent fliers surveyed requested permanent electronic bag tags allowing for faster, more secure handling.
Strange Random Airport Quote:
“Anything to declare? the customs inspector said.
“Two pound of uncut heroin and a manual of pornographic art,” Mark answered, looking about for Kity.
All Americans are comedians, the inspector thought, as he passed Parker through. A government tourist hostess approached him.
“Are you Mr. Mark Parker?”
― Leon Uris, Exodus
- Boy boards plane without passport (bbc.co.uk)
- I’ve changed my mind – we do need a new airport (standard.co.uk)
- Two New Ways To Avoid Airport Lines (forbes.com)
- Maldives Not Planning On Drowning After All! (stevengoddard.wordpress.com)
- At the airport? Beat the impulse buy bug! – Confused.com (confused.com)
More and more businesses are embracing the technology, using 3D for adverts on giant screens and cereal boxes, or by helping you pick furniture through an immersive online 3D experience. It is also appearing on mobile devices – the first 3D advert has recently been launched for the iPad.
Despite being around for decades, companies are constantly looking for new ways to make customers relate to 3D.TVs, cinemas, and more recently digital billboards in airports and bus stops have all been bombarding users with three-dimensional content.
But some firms have more innovative solutions to try to engage the viewer.
Strange Random Marketing Quote:
“We’re obviously going to spend a lot in marketing because we think the product sells itself.” – Jim Allchin
- 3D vision (bbc.co.uk)
- BBC to give reporters custom iPhone app to broadcast live news (thenextweb.com)
- App Wrap: ‘i3D’ and ‘SpeedX3D’ (charlotte.news14.com)
- iPad 3D mock-up demoed in Taiwan (thenextweb.com)
- [New App] BBC News Worldwide Now Available In The Android Market For Users Outside Of The UK (androidpolice.com)
- TurboViewer 3D DWG Viewer Hits the iPad with Hot Tech (solidsmack.com)