the future of travel - consumer trends, technology and payments
TRANSCRIPT
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Innovation and the Future of Travel
4 June 2015Amsterdam
Dan Greaves
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In 2030 there will be:
• 1 billion more people
• 300 million more over-60 year olds in China
• 200 million more people travelling
• Double the number of airplanes in operation
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The world is changing
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Old-style segmentations have “atomized” into multiple Traveller Tribes
• Business / Leisure• Age• Socio-demographic
groupings
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When payment is separate from reservation
“When will the airline charge my debit card?”
“I’m scared to book a trip that hasn’t been fully paid for”
“Ticket issued but CC charge is still pending, for over a week”
“Double charged CC but no e-ticket confirmation”
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The way we experience the internet has also “atomised”
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The travel product itself has “atomised” into components
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“As the traveller journey extends with mobile devices
and global wireless connectivity, the number of potential
touchpoints becomes virtually unlimited.”
Traveller Tribes 3030
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And this creates multiple moments of payment
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But not all customer preferences are the same…This framework allows for a more advanced segmentation strategy to better meet the needs and desires of travellers
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Internet Smartphone0%
10%
20%
30%
40%
50%
60%
70%
8%
23%
10%
27%
11%
65%
Internet & smartphone net new users y-o-y
2014 2013 2012
Which “touchpoint devices” do we need to add to this picture…?
2.1bn
2.8bn
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_ Take payments from multiple payment options
_ …at multiple times throughout the traveler lifecycle
_ ..through multiple channels and cater to multiple preferences
_ …and do all this while providing a booking experience that gets you into social media for the right reasons
Travel merchants need to…
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MerchantEnvironment
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Integrating travel payment processing
200 countriesAll channels 300 MOPs
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Global Omni-channelIntegrated
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