Using mobile technology to improve the travel experience

Empowering the Connected Traveller Manoj Jasra Digital Director, WestJet Canada’s 2nd Largest & Most Preferred Airline 85+ Destinations, 100+ Aircraft 9th Largest Carrier in North America Stress Free Travel Overview Contextual Experiences Deep-linking Intelligent Integrations Leveraging Data Clear Communication Communication Considerations Growth of social messaging continues to sky rocket New channels for support and marketing have emerged Preferences vary across countries and demographics Research & Booking Guest Expectations I should be able to research & book however I want to I expect the experience to be intuitive and quick I expect you to remember me I don’t want to be treated like everyone else Multi-Screen Experience 156M People Engage with Travel Content Across Platforms Personas and Audiences “The Business Traveler” “The Experience Traveler” “The Thrifty Traveler” “The Family Traveler” Pre Trip Pre Trip Day of trip = day of frenzy Time to leave, time / map to airport Transportation / Parking Checklist (personal items, travel documents, etc…) At the Airport At Airport Way Finding / iBeacons Key Information: Boarding Passes, Flight Status, Gates Security lines Time until next event In Flight In Flight Airlines are innovating Enhanced Experiences Bring your own device Content / Streaming Media WiFi Payment Onboard Thank You [...]...Pre Trip Day of trip = day of frenzy Time to leave, time / map to airport Transportation / Parking Checklist (personal items, travel documents, etc…) At the Airport At Airport Way Finding / iBeacons Key Information: Boarding Passes, Flight Status, Gates Security lines Time until next event In Flight In Flight Airlines are innovating Enhanced Experiences Bring your own device Content / Streaming