The mobile device is now part of everyday life and becoming the hub for all traveler activity, replacing PC, telephone, kiosk, boarding pass. The traveler’s handheld device is now an integral part of the entire journey, not just from pre-trip planning and booking, but through the actual trip itself. But what does this mean for the travel industry? What are suppliers and intermediaries doing to take advantage of this trend in traveler behavior? Panelists are: David Holyoke, Travel Leaders Corporate, president Rain Fletcher, Choice Hotels International, VP application development & architecture Brian Beard, Amadeus, executive travel technology consultant

1. The Impact of the Always
Connected Traveler
October 25, 2011

2. Kevin May,
Tnooz editor / moderator

3. Poll no. 1

4. Brighter, Bolder, Better
The Always
Connected
Traveler
Tnooz Webinar
Oct 25
© 2011 Amadeus IT Group SA
Brian Beard
4

5. Always Connected Traveller
Overview
Transportation
Travel Phases
Air
Pre Trip
Bus
On Trip Traveler Car
Post Trip
Rail
DEVICE
Influencers Connectivity Information Value Drivers
Bandwidth Timely
Interface Accurate
Input Method Actionable
Performance Personalized

6. Brighter, Bolder, Better
Always Connected Traveler
Statistics
The Numbers
1M The number of presale
orders for the Apple
iPhone 4GS
428 Millions of mobile of
devices sold in Q1
2011
85% Projected Smartphone
sales growth year over
year „10 to „11 (Q2)
Global Rank of the US in
12 measuring countries with
the Fastest Broadband
© 2011 Amadeus IT Group SA
speeds
Billions of people
5 projected to have
broadband access to the
internet in 2016
6

7. Brighter, Bolder, Better
Always Connected Traveler
Macro Trend – Effort Between Human / Device Interaction
Device EFFORT Human
1980s Floppy Disks
1991 Hard Drives Image 1
1994 eMail
1995 Internet
1997 eCommerce
1998 Mobile eMail Image 2
2002 Mobile Internet
2007 Smart Phones
2008 Smarter Devices + GPS
Image 3
© 2011 Amadeus IT Group SA
Today 2011 Speech interface in Mobile Devices
?????
?????
Convergence (Humans become the device)
7

8. Brighter, Bolder, Better
Always Connected Traveler
GDS Perspectives
• The core business of the GDS to consolidate
supplier information and process travel
transactions remains central to providing services
to the connected traveler
• The GDS’s must adapt a flexible approach to
Mobile technology
• As mobile devices get more sophisticated, the
connected traveler will demand more timely and
© 2011 Amadeus IT Group SA
accurate information from GDS systems
8

9. Brighter, Bolder, Better
Always Connected Traveler
Predictions
• Almost Certain
• Travel servicing interface from mobile devices will be
fully functional
• Wireless broadband will be available almost everywhere
• Proactive travel servicing will become the norm
• Online booking tools that don‟t have a fully functional
mobile interface will become obsolete
• Less Certain
• Traveler behavior will change with enhanced
connectivity, location based services and smarter
devices
• Your device becomes your credit card, making T&E
much easier to track
• Traveler privacy will become an issue
• Traveler productivity will increase significantly
© 2011 Amadeus IT Group SA
• Out There
• The device and the traveler will be come more Integrated
(wearable devices, speech interface)
9

10. Brighter, Bolder, Better
Always Connected Traveler
Opportunities and Disruptions
• Possible Headlines related to the connected
Traveler
“Mobile booking tools overtake traditional OBT‟s (PC/laptop) as
the booking tool of choice for the business traveler”
“Tablets and smartphone replace laptops as that device of choice
for business travel”
“As corporations let their travelers select their mobile
devices, travel managers are forced to adopt new practices”
“Rental cars now equipped with hi-speed wi-fi”
© 2011 Amadeus IT Group SA
“Personal video conferencing reaches mass adoption, travel
spend increases”
10

11. Poll no. 2

12. Travel Leaders Corporate
David Holyoke

13. Mobile Applications
► Travel Leaders Corporate provides our Customers with Options:
 Mobile Applications that are ingrained in the Online Booking Tools
 Beacon Flight Notification with itinerary monitoring
 Push Notifications for immediate access to support
 Support for a variety of mobile applications to fit our travelers‟ needs
Travel Leaders Corporate is currently testing a branded mobile
solution that will work with all our customers including those who do
not use an online booking tool.

14. Beacon Flight Notification Technology
 Automatic traveler alerts Flight Disruption
 Information sent directly to
mobile, smart phone, PDA Beacon Monitoring
 Agents continuously monitor
at-risk reservations to search
cost effective alternatives
Proactive Agent
Intervention
 Proactive airline re-protection
 Precautionary hotel booking

15. In the Next 60 Days
► In the next 60 days, Travel Leaders Corporate will be launching a new mobile
product that will allow interactive access to our agent and support specialists to
manage their travel during the planning stages as well as in transit.
Product Features Include:
 An application is available in iPhone or BlackBerry
and registered with Travel Leaders Corporate
 Immediate access to Travel Leaders‟ Agent Support Team
 Dynamic Itinerary Management Options
 Synchs with your Device Calendar
 Push Notifications – Flight Status, Gate Changes, and
Communications from Travel Leaders Corporate

16. Interacting on the Go - Mobile Technology
Receive a Change Notice
from Travel Leaders “Accept” the Change or
Email the Travel Agent
Through Travel Leaders’ new automation, the traveler will simply push a
button to accept any changes allowing us to confirm their peace-of-mind
without the need of a phone call.

17. Poll no. 4

18. The Always Connected Traveler:
Challenges for the Lodging Industry
Rain Fletcher
Vice President, Application Development
and Architecture

19. Big Issue 1: Guests Want Ubiquitous,
Fast Connectivity
 Guests check into room with their own devices –
often MANY devices ... and bring their own
content
 Customer expectation: fast, FREE wifi connection
… and everyone wants it at the same time
 Hotel's reality ...
o siphoning of revenues from in-room movies and gaming
o investment in smart TVs with web connections now wasted
o hotels need to think about shorter investment cycles (3 to 5 years)

20. Big Issue 2: Guests Want Myriad
Ways to Interact with Hotels
 Customers have an "always-connected"
expectation ...
o "I'm online ... why isn't my hotel?"
o Pre- and post-stay communication
o Reservations are "organic" not "static"
o Customers have ubiquitous mobile access
o Big challenge, but also an opportunity

21. Big Issue 4: New Opportunities
from New Connectivity with Guests
 Unprecedented opportunity at point-of-booking,
not just point of check-in
 Significant portion of reservations now same-day
 Same-day reservations at nearby geo-locations
 With channel management, more business
booked
 Great data from mobile connection to hotel

22. Big Issue 5: Looking Forward in
Hotel-Customer Relationships
 The new hotel kiosk = mobile phone: room keys
on handhelds?
 Mobile point-of-sale means ancillary products
and revenues
 Significant, but manageable, issues:
o security
o authentication
o investment (e.g., re-keying of rooms)

23. Q&A

24. Thank You!
Webinar replay will be available on www.tnooz.com
Please send questions and comments to Kevin
May, kevin@tnooz.com