Engaging the 24/7 On-the-Go Traveler Jeff Ulrich, Sr. Manager – Innovation, United Airlines                       @united ...
SIZING UP OUR OPERATION
#MobiU2012, @unitedOur Global Operation•   376 Airports Worldwide•   5,656 Flights Daily•   Approximately 400,000 customer...
#MobiU2012, @united                  80 Million + Members•Elite   Levels   •   Premier Silver   •   Premier Gold   •   Pre...
A HISTORY OF SELF SERVICE
UA / CO Self Service        1995 – 1st airline to introduce eTicket self check-in        2002 – TripAlert launches (email ...
THE SURVEY SAYS…
#MobiU2012, @unitedFlightView Survey – Business and Leisure•   Survey of over 2,600 travelers    •   93.6% want flight sta...
#MobiU2012, @unitedBusiness Travelers – What do they want?             They all want information!  •   94% want flight sta...
KNOW YOUR BUSINESS
#MobiU2012, @unitedUse your own tools – buy your own product•   Sign up for all your Company    communications•   Actively...
#MobiU2012, @united
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 V...
CHOICE
#MobiU2012, @unitedDevices, devices, devices – and it’schanging!
#MobiU2012, @unitedm.united.comText Version   Smartphone
#MobiU2012, @united
TRAFFIC
#MobiU2012, @unitedDevices accessing m.united.com
#MobiU2012, @unitedBrowsers accessing m.united.com
THE MOBILE APP
#MobiU2012, @unitedCirca 2010 iTunes Comments•   Was hoping to see an easy app, that would allow me to    directly check a...
#MobiU2012, @united2010 Continental App Requirements•   Check-in•   Mobile Boarding Pass Storage•   Flight booking – basic...
#MobiU2012, @unitedMobile App•   iOS•   Android
#MobiU2012, @unitedMobile App – the basics•   Full Featured•   Native – iOS / Android    •   Speed    •   Customization   ...
#MobiU2012, @unitedThe basics continued…•   Native Booking    •   Award travel too!•   Wallet•   MP Account access
#MobiU2012, @unitedAccount information•   Balance•   Status•   Activity•   Upcoming Travel
#MobiU2012, @united
#MobiU2012, @unitedTools for the Business Traveler•   Flight Status    •   Upgrade list    •   Standby list    •   Flight ...
#MobiU2012, @united
#MobiU2012, @unitedMore Tools for the Business Traveler•   Check-in    •   Mobile Boarding Pass    •   Auto return check-i...
#MobiU2012, @united
#MobiU2012, @united
#MobiU2012, @united
#MobiU2012, @unitedand more…•   United Club Sales
EXTENDING OUR REACH
#MobiU2012, @united
#MobiU2012, @united What’s on my Radar?What’s on my radar?• Location, Location, Location• Wallets and Payments• Tablets, P...
MobiU2012 Summit: The 24/7 On-the-Go Consumer by United Airlines
MobiU2012 Summit: The 24/7 On-the-Go Consumer by United Airlines
MobiU2012 Summit: The 24/7 On-the-Go Consumer by United Airlines
MobiU2012 Summit: The 24/7 On-the-Go Consumer by United Airlines
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MobiU2012 Summit: The 24/7 On-the-Go Consumer by United Airlines

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MobiU2012 Summit: The 24/7 On-the-Go Consumer by United Airlines

  1. 1. 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
  2. 2. SIZING UP OUR OPERATION
  3. 3. #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
  4. 4. #MobiU2012, @united 80 Million + Members•Elite Levels • Premier Silver • Premier Gold • Premier Platinum • Premier 1K • Global Services
  5. 5. A HISTORY OF SELF SERVICE
  6. 6. 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
  7. 7. THE SURVEY SAYS…
  8. 8. #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
  9. 9. #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
  10. 10. KNOW YOUR BUSINESS
  11. 11. #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
  12. 12. #MobiU2012, @united
  13. 13. So what have we deployedtargeting the BusinessTraveler?
  14. 14. GATE INFORMATION DISPLAY ANDTRANSPARENCY
  15. 15. MOBILE TOOLSINFORMATION IN YOUR HAND 24/7
  16. 16. #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
  17. 17. CHOICE
  18. 18. #MobiU2012, @unitedDevices, devices, devices – and it’schanging!
  19. 19. #MobiU2012, @unitedm.united.comText Version Smartphone
  20. 20. #MobiU2012, @united
  21. 21. TRAFFIC
  22. 22. #MobiU2012, @unitedDevices accessing m.united.com
  23. 23. #MobiU2012, @unitedBrowsers accessing m.united.com
  24. 24. THE MOBILE APP
  25. 25. #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.
  26. 26. #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
  27. 27. #MobiU2012, @unitedMobile App• iOS• Android
  28. 28. #MobiU2012, @unitedMobile App – the basics• Full Featured• Native – iOS / Android • Speed • Customization • Better User Experience
  29. 29. #MobiU2012, @unitedThe basics continued…• Native Booking • Award travel too!• Wallet• MP Account access
  30. 30. #MobiU2012, @unitedAccount information• Balance• Status• Activity• Upcoming Travel
  31. 31. #MobiU2012, @united
  32. 32. #MobiU2012, @unitedTools for the Business Traveler• Flight Status • Upgrade list • Standby list • Flight Status Notification
  33. 33. #MobiU2012, @united
  34. 34. #MobiU2012, @unitedMore Tools for the Business Traveler• Check-in • Mobile Boarding Pass • Auto return check-in• Kiosk Check-in • Dom <20% • International <30%
  35. 35. #MobiU2012, @united
  36. 36. #MobiU2012, @united
  37. 37. #MobiU2012, @united
  38. 38. #MobiU2012, @unitedand more…• United Club Sales
  39. 39. EXTENDING OUR REACH
  40. 40. #MobiU2012, @united
  41. 41. #MobiU2012, @united What’s on my Radar?What’s on my radar?• Location, Location, Location• Wallets and Payments• Tablets, Phoneblets, Convergence

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