The Impact of the Always Connected Traveler

October 25, 2011

Kevin May,Tnooz editor / moderator

Poll no. 1

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Oct 25

Brian Beard

The Always Connected

TravelerTnooz Webinar

Information

Always Connected Traveller

Traveler

Connectivity

DEVICE

Overview

Transportation

Air Bus Car Rail

Travel PhasesPre TripOn Trip Post Trip

InfluencersBandwidthInterface

Input MethodPerformance

Value DriversTimely

Accurate Actionable

Personalized

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Always Connected Traveler

1M The number of presale orders for the Apple iPhone 4GS

428 Millions of mobile devices sold in Q1 of 2011

85% Projected Smartphone sales growth year over year ‘10 to ‘11 (Q2)

12

Billions of people projected to have broadband access to the internet in 2016

Statistics

Global Rank of the US in measuring countries with the Fastest Broadband speeds

The Numbers

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Floppy Disks

Always Connected Traveler

Hard Drives

eMail

Internet

eCommerce

Mobile eMail

Mobile Internet

Smart Phones

Speech interface in Mobile Devices

Smarter Devices + GPS

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Convergence (Humans become the device)

Macro Trend – Effort Between Human / Device Interaction

1980s

1991

1994

1995

1997

1998

2002

2007

2008

2011

Device HumanEFFORT

Today

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Always Connected TravelerGDS 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 accurate information from GDS systems

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Always Connected TravelerPredictions

• 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

• Out There• The device and the traveler will be come more

Integrated (wearable devices, speech interface)

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Always Connected TravelerOpportunities 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”

“Personal video conferencing reaches mass adoption, travel spend increases”

Poll no. 2

Travel Leaders Corporate

David Holyoke

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.

Beacon Flight Notification Technology

Flight Disruption

Beacon Monitoring

Proactive Agent Intervention

Automatic traveler alerts

Information sent directly to mobile, smart phone, PDA

Agents continuously monitor at-risk reservations to search cost effective alternatives

Proactive airline re-protection

Precautionary hotel booking

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

Interacting on the Go - Mobile Technology

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.

Receive a Change Notice from Travel Leaders “Accept” the Change or

Email the Travel Agent

Poll no. 4

The Always Connected Traveler:Challenges for the Lodging Industry

Rain FletcherVice President, Application Development and Architecture

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 gamingo investment in smart TVs with web connections now wastedo hotels need to think about shorter investment cycles (3 to 5 years)

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 communicationo Reservations are "organic" not "static"o Customers have ubiquitous mobile accesso Big challenge, but also an opportunity

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

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 securityo authenticationo investment (e.g., re-keying of rooms)

Q & A

Thank You!

Webinar replay will be available on www.tnooz.com

Please send questions and comments to Kevin May, kevin@tnooz.com