The document discusses how airlines can supercharge their mobile revenues through increased customer engagement. It outlines how mobile has fundamentally changed customer expectations and behaviors, requiring airlines to engage customers throughout their travel journey. The solution presented enhances customer engagement across touchpoints like booking, airport navigation, and post-trip. It is designed to optimize customer yield, loyalty, and revenues through features like personalized recommendations, real-time messaging, and premium branding.

1. 1Copyright © Mobile Travel Technologies Limited25 May 2017
How to supercharge your airline mobile
revenues with engagement that really works
@tvptdigital

2. Your presenter today

3. We are experts at delivering
customer-centric mobile
travel solutions that drive
end-traveller engagement

4. What we’ll cover today
 Mobile success in today’s engagement economy
 The challenges we have heard from airlines
 How we can help with our enhanced airline mobile solution

5. 5
“We are moving from a world where computing
power was scarce to a place …where the true
scarce commodity is increasingly human attention”
Satya Nadella, CEO Microsoft

6. More than 55%
would rather
forgo dining out
for 12 months
More than 3/10
would stop
seeing their
friends in
person
Almost a 1/3 of
Americans
would rather
give up sex for
a year
45% said they
would put off
going on
vacation
46% would be
willing to give
up a day off
per week
Mobile has now become a primal need

7. iOS10
The ‘Mobile Culture’ of today did not exist 5 Years Ago
Apple Pay
Android Pay
Apple Watch
Samsung Gear
BOTs
Virtual Reality
Augmented
Reality
Technologies
Messaging
WhatsApp
Snapchat
Taxis
Uber
myTaxi
Lyft
Dating
Tinder
Behaviours

8. Local
travel agency
Travel Retail
as leisure
Online
(convenience)
Mobile
(immediacy)
Me
(my experience)
1970’s 1980’s 1990’s 2010 2020
Mobile is fundamentally changing
the travel industry

9. Airlines now operate in
an engagement economy
(and there will be winners and losers in this new economy)

10. [Seamless]
[Now]
[Me]
[Trusted]
[Delights]
Connected
Immediate
Personal
Reliable
Engaging
Travellers now expect an experience that is..

11. Effective engagement means being where
your customers are, when it matters most

12. Bringing you from limited engagement…
Trip
Research
Travel
Booking
Information
Desk
Information
Desk
Email
Support
PRE-TRIP AT THE AIRPORT AT DESTINATION

13. To multiple touchpoints for engagement
PROMPT
Plan Your Trip
Search Best
Fares & Book
Organize Airport
Transport
Upgrade Your Seat
Or Add Luggage
Proceed To Security
Mobile Itinerary
Updates
PROMPT
Flight Cancelled
Mobile
Boarding
PROMPT
Go To Baggage
Belt 10
Book Your
HotelMobile Check-in
Real-time Agent
Interaction
PROMPT
Purchase in-flight
Entertainment
PRE-TRIP AT THE AIRPORT48 HRS BEFORE IN-FLIGHT DESTINATION POST-TRIP
Personalised
Trips /Feedback
$3.50 avg. saving
per self service
check-in
30% of travellers are
likely to buy ancillaries
within 48 hours of flying.
In 2015 IROPs
cost airlines
$450M to resolve
60% of last minute
hotel bookings are
made via mobile
25% of travellers are
open to receiving offers
after their trip
27% of global travel
bookings were through
mobile in Q1 2016
46% of travellers
expected to use mobile
apps while in-flight

14. Lose engagement and you lose out

15. Our data shows great mobile
experiences deliver engagement and value
3x
More user sessions with
push enabled
Engagement using real-time
messaging
+300%
Source: Travelport Digital 2016, Localytics 2016

16. Some of the revenue challenges
we have heard from Airlines
(and how we approach them)

17. What we have learnt:
”My passengers are using mobile devices, but
revenue is behind that curve.” (Airline CCO)
Don’t recreate the web.
‘A mobile visitor is worth 3% more than a
desktop visitor.’
Give reason to re-engage.
‘Achieve >90% returning user traffic.’
Blitz the barriers.
‘easyJet generate 26% of bookings on mobile,
11% of iOS bookings through Apple Pay.’
Address the root cause.
‘1 in 3 respondents say they would spend
more money with an organisation if they had
a good mobile app.’

18. What we have learnt:
“How do I maximise revenue growth in the mobile
channel over the next 5 years” (Airline CEO)
Don’t think of it as just
a channel – it’s more.
‘easyJet generate 26% of bookings on mobile’
It’s a marathon, formed of sprints.
‘Travelport Digital customers average 4.3
releases per year.’
Explode the ‘Big Bang’ theory.
The only constant
is change.

19. What we have learnt:
“I believe we need to invest in mobile technology,
but the ROI is difficult to prove” (Airline CEO)
Focus on engagement KPI metrics.
‘Companies that set high goals for mobile customer
engagement and achieve those goals observe net
margins and revenue growth 5.1% and 6.1% higher
than their industry average.’
Do the foundations well.
‘29% of smartphone users will immediately
switch to another site or app if it doesn't
satisfy their needs (that is, they can't find
information or it's too slow.)’
A mobile mindset needs to come
from the top of the organisation.

20. What we have learnt:
“How to do I successfully extend my
brand reach” (Airline CMO)
Nurturing a new generation
of loyal advocates.
‘66 percent of companies that saw a decrease in
customer loyalty in 2016 do not have a mobile app.’
Mobile reaches customers that
wouldn’t typically engage.
‘The average person checks their mobile phone
over 150 times per day.’
Acquisition is an
ongoing effort.
Providing more contextual
communication improves engagement.
‘61% of smartphone users are more likely to buy from mobile
sites and apps that customize information to their location.’

21. What we have learnt:
“How do I ensure we are investing in
the long term” (Airline CIO)
Choose a platform
committed to delivering
ongoing value.
Actively track technology trends
but don’t invest in them all.
’Time to value’ is an ongoing
metric, not just an
implementation one.
Don’t plan for a castle,
plan for a road.

22. How our enhanced
Airline Mobile Solution can help

23. Our new airline mobile solution is
designed to help airlines increase the
value of every mobile customer
relationship.

24. A solution focused on optimising customer
yield, loyalty and revenues
More
Self Service
Real-time
Engagement
Greater
Personalisation
Tailored Trip
Enhancements
Premium Brand
Experience

25. A solution that will delight your customers

26. 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
A solution that engages customers at the right time
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

27. A solution that has evolved to meet market needs
(Available from July 2017)
WHAT WE’VE ALWAYS OFFERED
Market leading solutions
Data driven
consulting approach
Traveler engagement &
messaging platform
Strategic commitment to
airlines
300+ Travel experts
Proven airline track
record
Flexibility & customisation
Experience integrating
with major PSS
Flexible and Fast
Front-end changes
HOW WE’VE ENHANCED OUR OFFERING
Deployment within
weeks
Lower risk
Platform model, enabling all customers to
access ongoing innovation
Agile development with
frequent release cycles
Platform built to accommodate
customization if required
Global and scalable
Enhancements deployed
automatically

28. A mobile solution designed to
help airlines increase the value
of every mobile customer
relationship.

29. 29Copyright © Mobile Travel Technologies Limited25 May 2017
Questions?
Email: neil.laidler@travelportdigital.com
Phone: +44 7904 11 55 68
Skype: neillaidler
Why not book a full demo of our
Airline Mobile Solution today.
Go to: digital.travelport.com and select ‘Platform Demo’