Labs: How Travelport is redefining the airline customer experience David Gomes Commercial Director, Air Commerce
Travel Commerce Platform GDS GDS GDS Empowered selling Unrivalled content Platform FIS has demonstrated the ability to deliver with multiple regional projects completed successfully Travelport Smartpoint Rich Content and Branding Broad geographic coverage Corporate booking tool Ancillary content Access to corporate travelers Low cost carrier application programming interface content and connectivity Strong local capabilities and presence in EMEA. Self sufficient local Omni-channel delivery resource deliveryand technology Highly experienced accessin migrating large switching customers using phased rollout plan and approach
An evolving landscape
Incremental Passenger Numbers North America 651m 3.3% Global 3,749m 4.0% Latin America 328m 4.4% 2.2X 4.0% Europe 577m 2.6% Africa 190m 4.9% Middle East 250m 5.1% Asia Pacific 1,753m 4.9% Annual average growth in global air passenger journeys over next 20 years The number of air passenger journeys In 2034 compared with today 2018 2017 2016 2015 2014 Global mobile travel value sales (US$bn) 2019 259 96 126 153 188 225 Global mobile share of total online sales 2019 25% 2018 2017 2016 2015 2014 12.5% 18% 15.5% 23% 20.5% % of Millennials in civilian labor force 6% 15% 25% 45% 2000 2005 2010 2015
Convergence of airline models Hybridization
Growing importance of brand differentiation...
and the introduction of fare families
I n b i l l i o n s Ancillaries: can you afford to ignore them? $80 Global Ancillary Sales $60 $40 $59.2 $24.2bn in 2015 $20 $- $22.6 2010 2015 Source: IdeaWorksCompany
Merchandising: our response
Travelport Merchandising Suite Enables airlines to sell how they want to sell Enables agents to book how they want to book
Travelport Aggregated Shopping Airlines Travelport response Travel agent benefits Increased choice of full service vs low cost carrier content Aggregated Shopping Easy access to additional airline content that travelers demand Ability to compare and book full service airlines and over 100 low cost carriers side by side, within their workflow Increased choice, efficiency and productivity at the click of a mouse
Travelport Ancillary Services Airlines Travelport response Travel agent benefits Unbundling of airline products and services, e.g., paid bags, paid seats, meals, sports equipment Ancillary Services Easy access to a comprehensive range of airline content Seamless integration of ancillary sales within their workflow Increased revenue growth opportunities Enhanced customer service and loyalty Increased choice, efficiency and productivity at the click of a mouse
Rich Content and Branding
Value Make your brand stand out Unlock the power of segmentation Unlock the value of visualization with your own imagery, product descriptions, and sales messages Achieve your away region revenue targets Deals / net rates / promotional fares segmented per agency / PCC / IATA / aircraft type / codeshare Sell more than just a seat, sell an experience CONTINUOUS INNOVATION TAILORED OFFERS Be strong at home, be strong away Shopping results return a price for the next available branded fare in a fare family Full comparison of features available Sales messages on upgrade benefits Achieve your away region revenue targets Achieve the ultimate in personalization in 18 languages
Travelport Rich Content and Branding Airlines Introduction of complex products, including fare families, branded fares, fares by cabins, upsells Travelport response Rich Content and Branding Travel agent & traveler benefits Access to similar content as travelers on airline.com Access to graphical seat maps and extras to help sell more quickly Opportunity to tailor offers to customer needs Ability to upsell through easy access to detailed product and fare information Ability to deliver an exceptional travel retail experience
Tailored offers another unique differentiator Travelport has further expanded its product set to include tailored offers Tailored offers include negotiated deals between corporates and airlines, available through self-booking tools and to travel agencies Tailored merchandising available through our universal API (uapi) technology Tailored merchandising made real today within our award-winning Travelport Smartpoint point-of-sale No other competitor has this unique and cutting edge capability
Tailored offers
180+ airlines available to book
Labs: Travelport Resolve
Travelport Resolve merges airline and existing capabilities to provide end-to-end traveler care during IROPs to benefit the traveler, the airline and the hotel Shop & Book Inventory Visibility & Management Payments Meal & Transportation Vouchers Support Network Reporting
Key benefits For the passenger: Skip the hotel voucher line Mobile device Hotel of choice (already contracted) Confirmed booking confidence room will be available upon arrival Automated bookings reduce check-in time by 80% Hotels offered are consistent with loyalty level *As reported by hotels
Key benefits For the airline: Improved brand reputation CEEAir has made a stressful situation better Reduce the chaos during irregular operations Airport staff can focus on passengers with complicated needs Lower overtime needed during an irregular operation Minimize lines get people out of the airport Improve visibility into IROPs Cost of IROP Room usage Patterns of usage/activity Access to over 400,000 hotels globally
Travelport Resolve: continuously innovating Payments Hotel network Vouchers Predictive Analytics
Labs: the digital transformation journey
The secret ingredient is the mobile moment. that moment where a customer gets what they want, immediately, and in context...
Embracing digital & mobile Pre-flight Over 80% of digital travel moments happen on mobile At the Airport Over 1.5 bn boarding passes will be delivered via mobile by 2019 Onboard / Inflight 46% of travelers are expected to use mobile apps while on board the aircraft $65 bn of online booking sales in 2016 will come from mobile IROPS Over 80% of digital travel moments happen on mobile Destination Opportunity 40% year on year increase in mobile searches for destination activities
Delivering value by transforming your mobile & digital strategy Driving revenue growth Enabling cost savings Real-time customer engagement IROPs and disruption handling Keeping pace with technological change Removing friction from the customer journey
Our app is widely recognised to be amongst the best in the industry and we are now seeing some 35% of digital hits coming through our mobile channel, a massive shift in less than three years. The award-winning app has now been downloaded by over 11 million people, and the use of its services, including mobile boarding cards, continues to grow. Carolyn McCall Chief Executive easyjet
We strive to provide innovative solutions that ensure our guests enjoy a seamless world-class service. We are confident that our guests will be delighted with the speed of the app, its ease of use and its considerable functionality. Peter Baumgartner Chief Commercial Officer Etihad Airways