Airlines to Market More Services via Mobile

It’s hard to think of a consumer group that relies more on mobile technology and feels more captive to a service provider than today’s business travelers. These consumers often build their schedules around tight connections and rely on flawless air travel service to help them achieve their goals. When the system fails, air travel service providers have an opportunity to redeem themselves by combining marketing and technology.

According to a new FlightView survey, both airlines and airports can improve their use of technology. Here’s what business travelers are looking for with respect to airlines and mobile devices:

  • Flight status messaged to them: 94%
  • Seat upgrade availability: 63%
  • Alert when plane is boarding: 70%

Mike Benjamin, CEO of FlightView, notes that “our survey found that only 25 percent of business travelers regularly fly first or business class, which makes finding new ways to generate revenue and keep customers – like selling seat upgrades through mobile devices – even more critical.” This survey revealed that over 80% of business travelers would like access to mobile boarding passes.  And over 1 in 3 of these travelers also wants to purchase ticket upgrades and book ground transportation via mobile devices.

Airports can also make their offerings more attractive to travelers. For example, only 32% of travelers are happy with the state of WiFi at most airports.  And, at least 57% would appreciate having terminal maps available on their mobile devices.

Mobile devices are a key part of the business traveler’s daily routine. Airlines which promote their services through mobile, in addition to making sought-​after information easy to find, will be rewarded with higher sales.

[Source: Airlines & Airports Face Increased Pressure. FlightView​.com. 23 Jul. 2012. Web. 31 Jul. 2012] 
Kathy Crosett
Kathy is the Vice President of Research for SalesFuel. She holds a Masters in Business Administration from the University of Vermont and oversees a staff of researchers, writers and content providers for SalesFuel. Previously, she was co-​owner of several small businesses in the health care services sector.