Travel m-Commerce

Wireless, what implication does this have for the business traveller

Panel Topics

What Applications What Technology Will Business Travellers Pay ?

Quick SITA Intro

Created in 1949, by 11 member airlines Owned by the air transport community Global reach, co-operation and neutrality Membership and customers across the industry (includes Airlines/GDS/Aerospace)
SITA Paris operations centre c.1950

SITA SC (Société Co-operative) and SITA INC (Information Networking Computing)

SITA and Wireless Services
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Global SMS access service (launched Q1 2002). m-Commerce Application Development  Proven skills in web enabling legacy systems and development of new solutions  Ability to deliver robotic applications that overcome many of the existing limitations of WAP  Existing SITA Internet products built to enable mobile access

Wireless Applications for Business Travel
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Travel industry an early adopter Recognition of value to customers and staff Airlines using wireless data devices at airports since the early 90’s

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Still in ‘Pioneering Phase’ same phase as Internet in the mid 90’s Current economic slow-down will not affect long-term growth Short-term refocus towards SMS based services

What do travellers want ?
A recent survey*of business travellers in Europe asked what was the most important use of wireless technology
HIGH Flight Delays Traffic Situation Weather / Road Hotel Phone Nos. E-Mail (send) Flight Schedules Check e-mail box News Headlines MEDIUM Restaurant Info What’s on tonight Train schedules Driving Directions Room Availability Exchange Rates Change Flight Book Hotel Room Book Flight
* Research Centre of Bornholm, Denmark

LOW Share Prices Hotel Amenities Train Reservations Bonus Points Buy/Sell Shares

What airlines are offering

Wireless Applications for Business Travel
Sample Applications  Timetable Information (Air and Rail)  Arrival and Departure Information (Air)  Flight Delay Alerts  Seat Selection / Check-in (Air)  Flight Availability  Flight Booking / Rebooking  Frequent Flyer Statements  Lost Baggage  Car Rental Information / Booking  Hotel Room Information / Booking  Travel Information

Arrival and Departure Information

Various sources of data. Indicating such things as:  Departure / Arrival Scheduled Time  Status  Expected Time  Actual Time  Gate / Terminal Information Who offers this service ? – Airlines – Airport Operators: http://www.baa.co.uk/main/airports/heathrow – GDS

Flight Delay Alerts
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Tuesday 5th February 2002

Extension of Arrivals and Departures Information  Data ‘Pushed’ to end user e.g. via SMS  A premium service (time = money)  Example. www.baa.com/mobile Typically a software robot application  Monitoring known passengers’ flights  Validating scheduled vs. predicted/revised times  Where different sending SMS to a mobile address
06:50 BA072 06:50 EK611 07:55 08:35 09:20 BA176 AA066 AA132 NEW YORK NEW YORK

MUSCAT VIA ABU DHABI MUSCAT VIA ABU DHABI

EXPECTED 2008

4

EXPECTED 2008

4

CANCELLED LANDED 1307 LANDED 1037

4 3 3

CHICAGO

Seat Selection / Check-in (Air)

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Extension of Telephone Check-in and Seat Reservation Service Always limited, e.g. no guarantee on seats available and with cut-off times to enable airline flight operations staff to manage final boarding Offered to both passengers with or without baggage Often available to frequent flyers only

Flight Availability
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Useful for the road warriors Usually limited (normal indicators are space available by cabin but not at any particular fare) Two paths offered for making a booking  Connect to Call Centre  Go to an online booking facility

Flight Booking/Rebooking

Examples to-date are usually for:  Limited Routes  Limited Fares  Selected Travellers Target user is the Corporate Traveller where no documentation or immediate payment required, or for ‘Shuttle’ type routes

Technology & Application Developments
Wireless Technology  Wireless PDAs  2.5G – 4G. From 9.6kbps to 30mbps  Buttonless Wireless Applications  Mobile Phone used as identification (e.g. for e-tickets / boarding pass). Example: Lufthansa m-Barqs service. A barcode boarding pass delivered to mobile phones  Data / Voice mixed delivery  Mobile Payment.  Fire and Forget. Trigger actions via a service robot. Example: Rebook (next flight/flight at x time/flight x time, day)

Is the business traveller willing to pay ?
Its all about value Some services save suppliers money and will be expected by consumer Other services have clear customer value but are costly to suppliers Getting the balance right will dictate which services become mainstream

Final Thought – Wireless technology is great but you need to know where you are going !