ONE FOR ALL
CAN ONE APP EVER SUPPLY ALL A BUSINESS TRAVELLER NEEDS?
AS THE CONCEPT OF A ‘CONCIERGE’ APP takes hold in the hotel sector – allowing customers to access information about their accommodation, and even check in while on the move – a similar but wider-ranging service for the business traveller could soon be available. One where everything, from flight changes and room upgrades to car selection and minibar choices, will be available in one place: a one-stop-shop mobile tool. Speaking at a recent ‘question time’
event hosted by tech consulting firm Data Art, Paul Saggar, group director of IT at the Maybourne Hotel Group, said in his previous role at HRG he looked at estab- lishing a “universal PNR” [passenger name record] mechanism. Various suppliers came together, said
Saggar, but everyone “wanted to own the company, and push the communication”. The panel, which included Jason Jefferys, chief executive at hotel app specialist Iris Software Systems, argued that if there was greater collaboration between suppliers, the traveller could be better served. For example, a flight is delayed and the hotel is automatically notified of the new estimated check-in time, while the car hire company automatically prepares a higher-category vehicle to greet the weary VIP traveller at the updated arrival time. Many apps cater for itinerary manage-
ment, but how many automatically – and proactively – amend details across the sup- plier chain? “Hotels don’t know anything about the guests until they arrive, because the airlines don’t want the hotel to ‘own’ the data,” argues Iris’s Jefferys. “It’s a challenge, when we build systems, to understand the customer and what they like. Airlines should start teaming up with hotels; but the biggest problem is data protection. For example, we work with Starwood and we can pass the data to other Starwood hotels, but not to Marriott.” Christopher Schyma is vice-president at customer service technology firm Twenty Four Seven. Branded as [24]7, it counts Expedia, Avis Budget Group, United
22 BBT SEPTEMBER/OCTOBER 2015
Airlines and Copa Airlines as customers. Schyma claims [24]7 is the first to offer “speech to screen”. He illustrates this concept using the example of a traveller delayed by weather disruption. “There would be an automated call if a flight is cancelled. A voice will offer you three options, which you’ll see on the screen, too. The traveller can then say: ‘Show me the flights for tomorrow’. It’s then easy for
BUYINGBUSINESSTRAVEL.COM
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