Travel Industry Mobile Computing

Don’t Believe that Mobile Computing Has the Power to Change Everything? Just Look at Its Impact in the Travel Industry

The whole world is going mobile. The Nielsen group predicts that smart phone sales will outpace regular mobile phone sales in 2011, driving an insatiable appetite for mobile offerings that let users do more right in the palm of their hands.

So now is the time to get on board with rolling out IT services that reflect that reality.

The travel industry is a perfect case in point: 77% of frequent business travelers and 67% of travelers overall bring their internet-enabled mobile devices with them. This state is driving 73% of airports to invest in mobile-based services and 56% of airlines to anticipate an increase in IT spending.

Most enterprise IT organizations have yet to realize that the changes in technology adoption and the move to a mobile customer base are coming faster than a text message on a 4G network. Look to the travel industry for proof that the revolution is taking off now. Buckle your seat belt. You are now on the plane of possibilities.

What will your mobile-enabled workforce look for?

Instant access to even more information
Greater ability for self-service
Personalized communication

Here’s a look at how these expectations are transforming the travel industry and what enterprise IT needs to start planning for now.

Users crave real-time information. Now.

We can check flight status and receive alerts when disruptions occur, find airport parking options and parking rates, get directions to the airport along with current traffic conditions, and check the weather at our destination on our mobile devices now. Soon we’ll be able to check security wait times at the airport before we leave and determine current upgrade options on our flights.

In the future airlines will provide “roaming” agents with tablets to better serve travelers on-the-spot, with updated delay information or even checking passengers in to reduce long-line wait times.

Self-service benefits everyone.

Travelers want to be empowered, and that benefits the industry as well. Airports and airlines can save money by letting travelers help themselves. We’ll see more travelers using mobile boarding passes checking their bags, and even tracking baggage on their mobile devices.

More airlines will allow passengers to purchase upgrades, day passes to airport lounges, and other ancillary services via their mobile devices once they’re at the airport. Not only will airports and airlines benefit from revenue, travelers will have freedom to purchase at their discretion without needing a sales agent or stand in a line. Airports will help travelers with way-finder terminal maps accessible on mobile devices for easy navigation as well as additional gift shop and restaurant sales.

There will be easier and more instant trip planning and re-planning while travelers are on the go. They’ll be able to book and re-book their transportation and hotel reservations while they are at gate departure in the airport or even while in-flight.

Beyond consumers, mobile technology is also transforming the business travel industry. Through mobile devices, road warriors are better able to manage travel itineraries, track expenses and reserve ground transportation. In most cases, these mobile platforms are connected with corporate systems, and only allow users to book air, hotel and ground transportation with company-approved vendors. The result: higher compliance rates to corporate policies and as a result, lower business travel expenses.

Let’s get personal.

In the near future, we will see use of Near Field Communications (NFC) or Wi-Fi passenger tracking, which can send reminders to travelers who are not near their gate that is soon boarding. In addition to happier travelers, this may mean that airports will build more amenities –such as work centers, shopping, beauty salons and even fitness facilities – to entertain travelers and provide additional revenue.

Rather than confirmation number codes and paper vouchers, cancelled flights and notifications of automatic rebooking will be sent directly to travelers’ mobile devices. This will surely lead to happier travelers and increased airline loyalty. With the explosion of location-based services, NFC will send e-coupons to travelers for shops and restaurants that are only located in the passenger’s immediate area. This technology can target them wherever they are in the airport, even if they are not the terminal that their flight will depart from.

You have arrived at your destination.

Of course there’s a lot to be said for the benefits of mobile in a consumer-driven market. At the same time, enterprise IT organizations will see these trends spill over into expectations for the workplace. As companies increasingly embrace mobile and remote workforces as a way to lower costs and increase flexibility, enterprise IT needs to be positioned to meet those needs and user requirements. Focusing on the end-user experience, and ensuring that applications and resources are mobile-enabled now – so that work continues uninterrupted will go a long way toward securing the value IT delivers in the future.

Mike Benjamin is CEO of FlightView. With a 30-year track record of providing airports and airlines with accurate and visually appealing flight information, FlightView is in a unique position to help airports quickly implement mobile solutions. The company’s already-built mobile framework is tailored specifically to deal with the nuances of flight tracking and is a cost-effective and proven alternative to third-party Web developers. Learn more at FlightView.com