Mobile can reap rewards for travel firms

The shift towards online booking and online check-in has enabled the airline and hotel sectors to drive down costs. However, travel companies must now look beyond the internet to achieve further benefits in streamlined operations and improved customer service.

Mobile technology offers opportunities to improve communication and increase customer loyalty. For example, airlines can use text messages to notify passengers of cancellations and delays, itinerary changes and updates. Mobiles also have the potential to hold boarding passes, baggage tracking information and payment data, making travel truly paperless and location independent.

As the travel industry faces its toughest financial challenge in decades, those firms that embrace mobile technology will be best placed to improve brand interaction, drive down customer service costs and improve the entire travel process from booking to arrival and beyond.

Gary Corbett, Chairman, Oxygen8 Communications

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