MobiU2012 Summit: The 24/7 On-the-Go Consumer by United AirlinesPresentation Transcript
Engaging the 24/7 On-the-Go Traveler Jeff Ulrich, Sr. Manager – Innovation, United Airlines @united Event hashtag #MobiU2012 Presented by the Heartland Mobile Council
SIZING UP OUR OPERATION
#MobiU2012, @unitedOur Global Operation• 376 Airports Worldwide• 5,656 Flights Daily• Approximately 400,000 customers daily• 74,000,000 bags / yearly - over 200,000 daily• Approximately 300,000 operational messages daily
#MobiU2012, @united 80 Million + Members•Elite Levels • Premier Silver • Premier Gold • Premier Platinum • Premier 1K • Global Services
A HISTORY OF SELF SERVICE
UA / CO Self Service 1995 – 1st airline to introduce eTicket self check-in 2002 – TripAlert launches (email & voice) 2003 – Online check-in is launched 2004 – International self check-in introduced – Check-in reminders (email) 2005 – Offshore kiosk deployment begins 2006 – 1st airline to introduce baggage service kiosk 2007 – Self check-in goes mobile (and green)! 2007 – Self service reaccommodation begins 2007 – Check-in becomes automatic – SMS launched 2008 – Voice check-in launched 2008 – Enhanced flight information (mobile) 2009 – Gate Information Displays8
THE SURVEY SAYS…
#MobiU2012, @unitedFlightView Survey – Business and Leisure• Survey of over 2,600 travelers • 93.6% want flight status information • 73.2% want boarding alerts • 57.4% want upgrade information • 39.8% want stand-by status updates
#MobiU2012, @unitedBusiness Travelers – What do they want? They all want information! • 94% want flight status • 70% would like mobile alerts • 63% want to see seat upgrade availability. -FlightView
KNOW YOUR BUSINESS
#MobiU2012, @unitedUse your own tools – buy your own product• Sign up for all your Company communications• Actively solicit feedback on all fronts • Internal / External forums • Twitter / Social • App stores, etc.• Use your own web sites / apps / tools
So what have we deployedtargeting the BusinessTraveler?
GATE INFORMATION DISPLAY ANDTRANSPARENCY
MOBILE TOOLSINFORMATION IN YOUR HAND 24/7
#MobiU2012, @unitedGoing Mobile – m.web AND app.Extending key website tools to the mobile channel•m.united.com • Text Version • Smart Phone Version•Mobile App • iOS • Android
#MobiU2012, @unitedDevices, devices, devices – and it’schanging!
#MobiU2012, @unitedm.united.comText Version Smartphone
#MobiU2012, @unitedCirca 2010 iTunes Comments• Was hoping to see an easy app, that would allow me to directly check availability, cost, book flights, check-in, and make itinerary changes mid trip…This app does none of these things.• How about push notices for flight status changes?• …a good start. But basically this is just a giant bookmark that happens to remember your xx.com username and password. All the actual transactions take place via mobile safari…• …no real app, just a launcher for their mobile site. This is too weak for a global player like XX.
#MobiU2012, @united2010 Continental App Requirements• Check-in• Mobile Boarding Pass Storage• Flight booking – basic• Flight Status (same detail as /info sites today)• OnePass account status• My reservations• Push trip-alert notifications• Club Locations / Wayfinding
#MobiU2012, @unitedMobile App• iOS• Android
#MobiU2012, @unitedMobile App – the basics• Full Featured• Native – iOS / Android • Speed • Customization • Better User Experience