SlideShare a Scribd company logo
1 of 27
Always Connected
Manoj Jasra
• Travel Journey >> Micro Journeys
• Optimizing the Ancillary Funnel
• User-Centric Approach to
Communication
17% of
all flight
bookings
are now
mobile
Across all verticals, mobile travel booking
continues to rise
Surprised?
Stage of Travel Journey
StressLevel
In-Flight
Major
Flying
Anxiety
To Airport
Dream Research Book Plan To Airport
At Airport In-Flight Arrival Destination Home
Dream Research
#MicroJourney
To Airport At Airport
#MicroJourney
Airport In-Flight
#MicroJourney
Communication
Enterprise
Communication
Platform
Platform-Agnostic Communication
Interpretation
Layer
Approach to Ancillary
$60 Billion in
Airline Ancillary
Revenue in 2015
Traditional Booking Path
Results ConfirmationPayment
Guest
Info
Email
Itinerary
Intelligent Booking Path
Results ConfirmationPayment
Guest
Info
Email
Itinerary
- Family of 5
- Hawaii
- 60 Days Out
- 10 Day Trip
- Gold Tier
- Tablet Booking
CRM / Analytics / Cross-Channel Data
Days
Out 30 7 3 <24 Hours
Refine Based on
Guest Journey & Data
Wrapping Up…
Contextual
Experiences are
Essential
Contextual Moments
The Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel Experience

More Related Content

What's hot

What's hot (20)

Webinars: They're Not Just For Leads Anymore
Webinars: They're Not Just For Leads AnymoreWebinars: They're Not Just For Leads Anymore
Webinars: They're Not Just For Leads Anymore
 
Healthcare SEO
Healthcare SEOHealthcare SEO
Healthcare SEO
 
digital_foundation_pov_2021_fr (1).pptx
digital_foundation_pov_2021_fr (1).pptxdigital_foundation_pov_2021_fr (1).pptx
digital_foundation_pov_2021_fr (1).pptx
 
Food Startups Ecosystem
Food Startups Ecosystem Food Startups Ecosystem
Food Startups Ecosystem
 
How to Build Great Products by Dan Olsen
How to Build Great Products by Dan OlsenHow to Build Great Products by Dan Olsen
How to Build Great Products by Dan Olsen
 
Data driven story-telling
Data driven story-tellingData driven story-telling
Data driven story-telling
 
Is Content The King In Modern SEO?
Is Content The King In Modern SEO?Is Content The King In Modern SEO?
Is Content The King In Modern SEO?
 
What's a Growth Stack? And why you should build one.
What's a Growth Stack? And why you should build one. What's a Growth Stack? And why you should build one.
What's a Growth Stack? And why you should build one.
 
How We Built 1,000+ Links Per Month With This 6-Month Sprint.
How We Built 1,000+ Links Per Month With This 6-Month Sprint.How We Built 1,000+ Links Per Month With This 6-Month Sprint.
How We Built 1,000+ Links Per Month With This 6-Month Sprint.
 
What is SEO | Complete Details about SEO
What is SEO | Complete Details about SEOWhat is SEO | Complete Details about SEO
What is SEO | Complete Details about SEO
 
How to Lead Customer Value Creation by Dan Olsen at Leading the Product Melbo...
How to Lead Customer Value Creation by Dan Olsen at Leading the Product Melbo...How to Lead Customer Value Creation by Dan Olsen at Leading the Product Melbo...
How to Lead Customer Value Creation by Dan Olsen at Leading the Product Melbo...
 
digital advertising in a cookieless world.pdf
digital advertising in a cookieless world.pdfdigital advertising in a cookieless world.pdf
digital advertising in a cookieless world.pdf
 
Scaling Sales: Growth Strategies Of The Fastest Growing Internet Retailers
Scaling Sales: Growth Strategies Of The Fastest Growing Internet RetailersScaling Sales: Growth Strategies Of The Fastest Growing Internet Retailers
Scaling Sales: Growth Strategies Of The Fastest Growing Internet Retailers
 
How to Save on Holiday Travel
How to Save on Holiday TravelHow to Save on Holiday Travel
How to Save on Holiday Travel
 
Webinar - GA4 vs MATOMO.pdf
Webinar - GA4 vs MATOMO.pdfWebinar - GA4 vs MATOMO.pdf
Webinar - GA4 vs MATOMO.pdf
 
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika AldabaLightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldaba
 
The Future of Everything
The Future of EverythingThe Future of Everything
The Future of Everything
 
Measurefest - GA4 From Migration to Measurement - The Key To Success.pptx
Measurefest - GA4 From Migration to Measurement - The Key To Success.pptxMeasurefest - GA4 From Migration to Measurement - The Key To Success.pptx
Measurefest - GA4 From Migration to Measurement - The Key To Success.pptx
 
Measure Your Way to Success by Sephora's former Dir. of Product
Measure Your Way to Success by Sephora's former Dir. of ProductMeasure Your Way to Success by Sephora's former Dir. of Product
Measure Your Way to Success by Sephora's former Dir. of Product
 
3 Marketing Automation Strategies Reduce User Drop Off for EarlySalary
3 Marketing Automation Strategies Reduce User Drop Off for EarlySalary3 Marketing Automation Strategies Reduce User Drop Off for EarlySalary
3 Marketing Automation Strategies Reduce User Drop Off for EarlySalary
 

Viewers also liked

A 2012 marketing plan for travel professionals
A 2012 marketing plan for travel professionalsA 2012 marketing plan for travel professionals
A 2012 marketing plan for travel professionals
Vacation Side Travel
 
Travel Company presentation
Travel Company presentationTravel Company presentation
Travel Company presentation
guest1ad9bf
 
Finance Symposium - Digital Transformation UK
Finance Symposium - Digital Transformation UKFinance Symposium - Digital Transformation UK
Finance Symposium - Digital Transformation UK
Lionbridge
 
Website Localization Pro Tips Series: Finalizing your website localization ef...
Website Localization Pro Tips Series: Finalizing your website localization ef...Website Localization Pro Tips Series: Finalizing your website localization ef...
Website Localization Pro Tips Series: Finalizing your website localization ef...
Lionbridge
 
Lionbridge business to human
Lionbridge business to humanLionbridge business to human
Lionbridge business to human
Lionbridge
 

Viewers also liked (20)

Travel Tech Trends 2016
Travel Tech Trends 2016Travel Tech Trends 2016
Travel Tech Trends 2016
 
2016 Travel Trends
2016 Travel Trends 2016 Travel Trends
2016 Travel Trends
 
A 2012 marketing plan for travel professionals
A 2012 marketing plan for travel professionalsA 2012 marketing plan for travel professionals
A 2012 marketing plan for travel professionals
 
11 International Road Trips You Can Take From India
11 International Road Trips You Can Take From India11 International Road Trips You Can Take From India
11 International Road Trips You Can Take From India
 
6 Foodie Vacations You Should Take In 2016
6 Foodie Vacations You Should Take In 2016 6 Foodie Vacations You Should Take In 2016
6 Foodie Vacations You Should Take In 2016
 
How Online Travel Booking Websites Could Benefit From In-App Messaging
How Online Travel Booking Websites Could Benefit From In-App MessagingHow Online Travel Booking Websites Could Benefit From In-App Messaging
How Online Travel Booking Websites Could Benefit From In-App Messaging
 
Travel & Tourism
Travel & TourismTravel & Tourism
Travel & Tourism
 
Travel Company presentation
Travel Company presentationTravel Company presentation
Travel Company presentation
 
Software Localization: What You Need to Know to Effectively Go Global
Software Localization: What You Need to Know to Effectively Go GlobalSoftware Localization: What You Need to Know to Effectively Go Global
Software Localization: What You Need to Know to Effectively Go Global
 
LinkedIn for Freelance Translators and Interpreters
LinkedIn for Freelance Translators and Interpreters LinkedIn for Freelance Translators and Interpreters
LinkedIn for Freelance Translators and Interpreters
 
Webinar: Marketing and Technology Strategies Transforming Travel
Webinar: Marketing and Technology Strategies Transforming TravelWebinar: Marketing and Technology Strategies Transforming Travel
Webinar: Marketing and Technology Strategies Transforming Travel
 
Growing your Global Brand: Lionbridge Webinar
Growing your Global Brand: Lionbridge WebinarGrowing your Global Brand: Lionbridge Webinar
Growing your Global Brand: Lionbridge Webinar
 
Women in Localization 2017 "Be Bold for Change" Award Winners
Women in Localization 2017 "Be Bold for Change" Award WinnersWomen in Localization 2017 "Be Bold for Change" Award Winners
Women in Localization 2017 "Be Bold for Change" Award Winners
 
Moving the first steps: how to win new clients
Moving the first steps: how to win new clientsMoving the first steps: how to win new clients
Moving the first steps: how to win new clients
 
Finance Symposium - Digital Transformation UK
Finance Symposium - Digital Transformation UKFinance Symposium - Digital Transformation UK
Finance Symposium - Digital Transformation UK
 
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
 
Website Localization Pro Tips Series: Finalizing your website localization ef...
Website Localization Pro Tips Series: Finalizing your website localization ef...Website Localization Pro Tips Series: Finalizing your website localization ef...
Website Localization Pro Tips Series: Finalizing your website localization ef...
 
Lionbridge business to human
Lionbridge business to humanLionbridge business to human
Lionbridge business to human
 
The Ins and Outs of Doing Business in Quebec
The Ins and Outs of Doing Business in QuebecThe Ins and Outs of Doing Business in Quebec
The Ins and Outs of Doing Business in Quebec
 
Lionbridge desacoplamiento del marketing
Lionbridge desacoplamiento del marketingLionbridge desacoplamiento del marketing
Lionbridge desacoplamiento del marketing
 

Similar to The Future of the Connected Traveler & Smart Travel Experience

Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse
 
Why up-selling in travel is key to long-term revenue growth and loyalty
Why up-selling in travel is key to long-term revenue growth and loyaltyWhy up-selling in travel is key to long-term revenue growth and loyalty
Why up-selling in travel is key to long-term revenue growth and loyalty
Kevin May
 

Similar to The Future of the Connected Traveler & Smart Travel Experience (20)

The Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel ExperienceThe Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel Experience
 
Manojjasra eyefortravel-2016-160321022943
Manojjasra eyefortravel-2016-160321022943Manojjasra eyefortravel-2016-160321022943
Manojjasra eyefortravel-2016-160321022943
 
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
 
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
 
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
 
Building the design discipline at Finnair
Building the design discipline at FinnairBuilding the design discipline at Finnair
Building the design discipline at Finnair
 
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
 
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
 
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
 
Why up-selling in travel is key to long-term revenue growth and loyalty
Why up-selling in travel is key to long-term revenue growth and loyaltyWhy up-selling in travel is key to long-term revenue growth and loyalty
Why up-selling in travel is key to long-term revenue growth and loyalty
 
Loyalty: How to attract & retain customers via mobile. (Vueling)
Loyalty: How to attract & retain customers via mobile. (Vueling)Loyalty: How to attract & retain customers via mobile. (Vueling)
Loyalty: How to attract & retain customers via mobile. (Vueling)
 
Travel and hospitality industry - 2017 analytics landscape
Travel and hospitality industry - 2017 analytics landscapeTravel and hospitality industry - 2017 analytics landscape
Travel and hospitality industry - 2017 analytics landscape
 
Online travel commerce in India
Online travel commerce in IndiaOnline travel commerce in India
Online travel commerce in India
 
Seattle Technical Forum-Insights of Travel
Seattle Technical Forum-Insights of TravelSeattle Technical Forum-Insights of Travel
Seattle Technical Forum-Insights of Travel
 
Travel tech trends by Matt James
Travel tech trends by Matt JamesTravel tech trends by Matt James
Travel tech trends by Matt James
 
The march of the IoT - Maurice Jenkins, Miami International Airport
The march of the IoT - Maurice Jenkins, Miami International AirportThe march of the IoT - Maurice Jenkins, Miami International Airport
The march of the IoT - Maurice Jenkins, Miami International Airport
 
Future Travel Experience Asia
Future Travel Experience Asia Future Travel Experience Asia
Future Travel Experience Asia
 
Pioneer the futuristic customer journey - Airlines & Travel
Pioneer the futuristic customer journey - Airlines & TravelPioneer the futuristic customer journey - Airlines & Travel
Pioneer the futuristic customer journey - Airlines & Travel
 
Innovation in make mytrip
Innovation in make mytripInnovation in make mytrip
Innovation in make mytrip
 
Design de serviços digitais - Mariana Cavalcanti
Design de serviços digitais - Mariana CavalcantiDesign de serviços digitais - Mariana Cavalcanti
Design de serviços digitais - Mariana Cavalcanti
 

Recently uploaded

Travel Guide_ Albania by in terms of European trip
Travel Guide_ Albania by in terms of European tripTravel Guide_ Albania by in terms of European trip
Travel Guide_ Albania by in terms of European trip
BuhvtaiSuwan
 
Présentation About Algiers City (noureddine boureneb)
Présentation About Algiers City (noureddine boureneb)Présentation About Algiers City (noureddine boureneb)
Présentation About Algiers City (noureddine boureneb)
klaisaci
 

Recently uploaded (13)

Tourist Places to Visit in Darjeeling Article.docx
Tourist Places to Visit in Darjeeling Article.docxTourist Places to Visit in Darjeeling Article.docx
Tourist Places to Visit in Darjeeling Article.docx
 
Travel Guide_ Albania by in terms of European trip
Travel Guide_ Albania by in terms of European tripTravel Guide_ Albania by in terms of European trip
Travel Guide_ Albania by in terms of European trip
 
Everything you need to know about adventure tourism in Nepal
Everything you need to know about adventure tourism in NepalEverything you need to know about adventure tourism in Nepal
Everything you need to know about adventure tourism in Nepal
 
Dummy Ticket l Dummy Flight Ticket l Get At $5/INR350
Dummy Ticket l Dummy Flight Ticket l Get At $5/INR350Dummy Ticket l Dummy Flight Ticket l Get At $5/INR350
Dummy Ticket l Dummy Flight Ticket l Get At $5/INR350
 
Présentation About Algiers City (noureddine boureneb)
Présentation About Algiers City (noureddine boureneb)Présentation About Algiers City (noureddine boureneb)
Présentation About Algiers City (noureddine boureneb)
 
Pune Baramati Visit Education Tour Report
Pune Baramati  Visit Education Tour ReportPune Baramati  Visit Education Tour Report
Pune Baramati Visit Education Tour Report
 
🕉️MAHANAVABHARATAADISREERAMAYANAGH.docx
🕉️MAHANAVABHARATAADISREERAMAYANAGH.docx🕉️MAHANAVABHARATAADISREERAMAYANAGH.docx
🕉️MAHANAVABHARATAADISREERAMAYANAGH.docx
 
Business Tourism Market in Katowice in The Year 2023.
Business Tourism Market in Katowice in The Year 2023.Business Tourism Market in Katowice in The Year 2023.
Business Tourism Market in Katowice in The Year 2023.
 
about Nitin Gadkari(roads and transport highway minister)
about Nitin Gadkari(roads and transport highway minister)about Nitin Gadkari(roads and transport highway minister)
about Nitin Gadkari(roads and transport highway minister)
 
Expect On a Voodoo Cemetery Tour in New Orleans.pptx
Expect On a Voodoo Cemetery Tour in New Orleans.pptxExpect On a Voodoo Cemetery Tour in New Orleans.pptx
Expect On a Voodoo Cemetery Tour in New Orleans.pptx
 
Unveiling the National Logistics Policy (NLP) and navigating India's economic...
Unveiling the National Logistics Policy (NLP) and navigating India's economic...Unveiling the National Logistics Policy (NLP) and navigating India's economic...
Unveiling the National Logistics Policy (NLP) and navigating India's economic...
 
Sinister History Exploring Austin’s Past Through a Night Walking Tour
Sinister History Exploring Austin’s Past Through a Night Walking TourSinister History Exploring Austin’s Past Through a Night Walking Tour
Sinister History Exploring Austin’s Past Through a Night Walking Tour
 
Unveiling New Mexico Santa Fe and Taos Adventures Await.pptx
Unveiling New Mexico Santa Fe and Taos Adventures Await.pptxUnveiling New Mexico Santa Fe and Taos Adventures Await.pptx
Unveiling New Mexico Santa Fe and Taos Adventures Await.pptx
 

The Future of the Connected Traveler & Smart Travel Experience

Editor's Notes

  1. - The growth of 9% in 2014 to 23% in Q2 last year - Mobile flight-related queries on Google.com are up 33% year over year, while mobile hotel queries are up 49%.
  2. Example of a user researching a vacation over the 2 months Mobile dominates the research process How important mobile should be as an assisting platform on the attribution matrix
  3. These numbers are likely not very surprising for a savvy crowd like yourself I could have started with this slide and mentioned mobile is huge and it also would have resonated
  4. - Ultimately as the owners of digital strategy (specifically in the travel space) one of our key goals is to reduce as much stress as possible during the guest journey
  5. In my experience this how I generally see stress as it relates to the guest journey As you get closer to time of travel / take off the stress continues to build Key areas such as travel to the airport, at airport and all the way up until you’re sitting on the plane the stress continues to build For some anxious travellers stress sky rockets even in-flight
  6. This is a classic guest journey map as we see it from an airline travel perspective As thorough as it looks with the 10 various stages I think there is opportunity for our digital and mobile strategy to focus even tighter
  7. This chart is a study from Google from mid 2014 showing leisure vs. business traveller and confirms that mobile is important to all major parts of the guest journey Leisure travellers used mobile 67% of the time vs. business travellers at 78%. This number likely now exceeds desktop today Mobile is most heavily used during the actual travel phase for both leisure and business travelers
  8. Micro Journeys are the smaller experiences we have between 2 major part of the travel journey. In this case between Dream and Research As marketers and strategists are we truly understanding how our customers are interacting with experiences (especially via mobile) and are we part of the equation? While watching TV, in-bed, chatting / sharing with friends, in the washroom
  9. Again study from mid 2014 from Google But really helps build my case for the Micro Journey between dreaming and researching 69% of people use smart phones during spare moments such as waiting and commuting 56% use mobile for travel inspiration while doing other activities, ie: watching TV, eating
  10. Here’s the micro journey between “To the Airport” and “At the airport” Customers have all sorts of key decisions with travel time, traffic, parking and mode of transportation. Mobile plays a huge role in all of these decisions.
  11. Here’s the micro journey between “At the Airport” and “In-Flight” Where are the gates located, where are the washrooms, how long are the security lines ups and will I make it to the gate on time, do I have time to make it to the lounge for a snack or finish some work The integration of airports (via way finding and data services) into airline apps will continue to play a major role in this stressful part of the journey. London Gatwick - EasyJet
  12. Communication, especially via mobile, is obviously immensely critical to any part of the travel journey Users are communicating much differently even vs. 5 years ago
  13. Before I make my point for some background whatsapp now has 1 Billion active users (as of Feb) 42B messages sent every day in 53 languages completely on mobile
  14. This the overall Facebook ecosystem slightly older data than the previous slide However Facebook messenger now has 800+ million users using it each month with the majority on mobile
  15. With a variety of very dominant communication platforms we as the owners of the mobile and digital experience need to allow guests to communicate with us in the platform of their choice Only having Contact Us Pages, Phone Numbers, Live Chats are platforms of the past SparkCentral: Twitter/Instagram/Facebook do this already via smart routing with the ability for fairly large teams to collaborate Unified Customer View to understand engagement and loyalty no matter how a customer wants to engage
  16. Moving away from self-service into a revenue for a quick minute to look at opportunity with ancillary Which for airlines is such a huge opportunity as we are a very low margin industry on our core product $60B in ancillary revenue in 2015
  17. - I am going to start with the traditional booking path for airlines but the concept should resonate with any type of travel provider and check out flow
  18. Start with understanding intent – in this case we look at 6 key variables Hence we offer a van, family insurance and options of condos knowing it’s Hawaii and we do this post booking so we can better guarantee the air ticket Something we’re really looking at testing is can we improve the conversion of ancillary when we offer it at the right moment vs all ancillaries being offered all the time Important of CRM / Analytics / Cross- Channel Data is so important CRM / Cross-channel data for orchestration, loyalty and understanding of what interaction happened before or after Analytics data for the real time UX customization
  19. Looking at a mobile specific booking We believe there is huge opportunity to offer ancillary post booking via push notifications or contextually in-app. In this example a booking was made >30 days out, @7 Days offer them hotel (based on the type of trip we’d even consider moving this to 24 hours ala hotel tonight), at 3 days offer car, and 24 hours offer a upgrade or Pre-reserved seat
  20. Context is and will continue to remain ultra important Knowing what stage a customer is in and further emphasizing the identification of this for them goes a long way to reducing stress Both the Trip Case and Delta Apps do a really good job of calling this out. Trip case via their itinerary planner and Delta via their ‘Day of Travel’ part of their app
  21. - A very intuitive strategy to deliver context is via cards, you saw Delta do it and here is United and the Google now app showing contextually relevant data in easy to digest information cards.
  22. Understanding context Go on journeys yourself, rather than traditional training why not book a trip where you take 3 different airlines and book 2 different hotel chains and 1 airbnb rental, with 1 car rental, 1 taxi experience and 1 uber. Take a close look at all of the various companies handle context and what do they do really make the experience seamless.
  23. - In some cases travelling for leisure for business is very much the same and some cases it can be so different but again this provides you with a different angle of context to make fine tune your experiences
  24. References: https://skift.com/2015/11/10/airline-fee-revenue-expected-to-reach-nearly-60-billion-in-2015/ http://www.hopper.com/corp/insights/cheat-sheet-5-charts-that-show-the-biggest-airline-market-trends-in-2015 https://www.thinkwithgoogle.com/articles/travel-trends-4-mobile-moments-changing-consumer-journey.html http://www.tnooz.com/article/travelports-mtt-talks-mobile-app-strategy-for-tmcs-and-itself/ https://storage.googleapis.com/think/docs/2014-travelers-road-to-decision_research_studies.pdf