1Copyright © Mobile Travel Technologies Limited3 May 2023
26th January | @tvptdigital | #mobiletravel2017
MOBILE PHONE PROTOTYPE
1973
FIRST COMMERCIAL MOBILE
1983
AIRLINE MOBILE CHECK-IN
1999
IPHONE RELEASED
2007
APP STORE OPEN TO THIRD PARTY
2008
NATIVE SEARCH & BOOKING
2010
IPAD RELEASED
2010
PASSBOOK LAUNCHED
2012
TOUCH ID
2013
MOBILE PASSPORT SCANNING
2014
ANDROID WEAR
2014
FLIGHTRADER24 INTEGRATION
2015
APPLE WATCH LAUNCHED
2015
ANDROID INSTANT APPS
2016
268 MILLIONmobiles accessing
the internet in
2007
IPHONE RELEASED
2007
ANDROID ANNOUNCED
2007
AIRBNB LAUNCHED
2008
GOOGLE MAPS (MOBILE) RELEASED
2009
UBER LAUNCHED
2010
3.6 BILLION
mobiles accessing the internet in
2017
Our Methodology
Surveyed 45 airlines and TMCs around the worldAdditional insights from 20 travel industry leaders
Q) Which of the following statements best describes your organisation’s level of investment in your mobile strategy?
1. We are investing a lot as mobile is a big focus for us2. We are investing enough to keep up with the competition 3. We are investing but not enough4. We are not investing in mobile at all
LIVE Poll
‘More than 33,000 business bots have
launched on Facebook Messenger since April
2016’
Source: Facebook Nov 2016
Bots
“Bots need to understand context and history and ultimately need to act as collaborators on more multi-layered and complex travel challenges, rather than simply responding to basic commands.”- BRENDAN BOURKE - Digital Consultant at Travelport Digital
“Looking at 2017, it will be very likely that travel companies will start investing into conversational user interfaces, or embracing the endless potential of the new chat apps that passengers will be using for search, purchase, usage and support of the travel services.”- ROY SCHEERDER- Digital Strategist at Fjom “Bots will increase
customer satisfaction.”- THIERY S. HUGUENIN- Business Aviation Consultant at TSH Aviation LLC
Travel Industry Take
43% of TMCs intend to invest in chatbots in 2017Source: 2017 Trends Survey
Social Take
Disruption, IROPs 36%Customer Service 10%
Destination Guide 15%
What would you use a chatbot for when travelling?
Travel info (status, gates, boarding) 39%
OUR TAKEBots will become more firmly established within the
complete travel cycle in 2017. But success will only be achieved with a deeper understanding of context, location
and ultimately the traveller themselves
“It’s about enabling personalised experiences across multiple touch points and multiple devices that travellers engage with.”- STEVEN RATCLIFFE- VP at Travelport Digital
“Artificial Intelligence (AI) and personalisation are two key areas of technology investment and focus for 2017 among travel providers”- HENRY H. HARTEVELDT- Travel industry analyst and advisor at Atmosphere Research Group
“The trend would be to add more and more value in a personalised manner and keeping in mind the preferences of the traveller.” - SANDY & VYJAY- Owners at IM Voyager
Travel Industry Take
58% of airlines feel their ability to deliver personalised interactions to travellers as very important to the success of their mobile strategy.
Social Take
No 8% 36%Wouldn’t change my usage 15%
If an app presented content or offers that were more personalised to your preferences, needs or location would you use that app more?
Yes 66%
OUR TAKEDelivering relevant and personal interactions via mobile will
become increasingly important for airlines to help build a true one-to-one connection that can ultimately win their loyalty over
the long term.
The more data TMCs can get by extending traveller profiles, the more equipped they will be to service business travellers. TMCs can build up unique insights into the travellers profile which can
be a source of competitive advantage if used correctly.
“For airlines & TMCs to succeed they need to realise that their branded consumer app is only a part of a larger mobile customer engagement strategy that has to include chat, email, SMS, mobile web, and enterprise apps for customer facing employees.”- MARK LENAHAN - Travel Industry & Travel Technology Specialist at CJ Ignition
“Apps are no longer just the little icons we carry around in our pockets, they are things we wear, things we touch (virtually) things we message (artificially) and even things we talk to in our living rooms.”- GLENVILLE MORRIS- Director of Consulting & Digital Insights at Travelport Digital“This we believe will be
a new trend that will emerge in 2017, largely thanks to Instant Apps and mobile optimized web apps.- GERRY SOEJATMAN- Aviation Consultant at Communicavia & Gerry Airways
Travel Industry Take
OUR TAKEAirlines & TMCs need to take their digital
experience to where the user is and that’s not just in app folders anymore, they need to start
thinking outside the icon ‘box’.
Q) Which trend that we've discussed today will make the biggest impact in 2017?
1. Bots2. Personalisation3. Beyond the Homescreen
LIVE Poll
Closing Thoughts
In SummaryOur mobile landscape is changingNew technologies and new platforms are creating a myriad of opportunities for the travel industryThe demands of today’s ultra connected traveller are evolving