Delivering Frictionless Journeys Across The Travel Industry

Delivering Frictionless Journeys Across The Travel Industry
Delivery & Logistics

Travel brands are introducing seamless services that offload logistics and help travelers through each step of their journey

PSFK Labs
  • 16 march 2018

A great travel experience can be so easily ruined by a single negative occurrence, such as losing your tickets or getting hung up by unforeseen delays at the airport. Travel brands are trying to change that by introducing seamless services that offload logistics and help travelers through each step of their journey.

At the root of this has been better utilization of mobile technology, which has liberated consumers from the burden of many physical things. Today’s travelers can leave leave their house with little more than their phone and know that they are prepared for anything. The coming evolution will even supplant the phone entirely, as biometrics like facial recognition and embedded sensors replace the need for tickets, wallets and eventually IDs. Travel providers are tapping into these tech advances to offer their customers streamlined, hands-free journeys, enabling them to access the services they need without any of the hassles and always be treated like a recognized VIP.

As Pierre Charbonneau, Director Of Passenger And Facilitation, at IATA describes, “Passengers have never been as empowered as they are today. Passengers want to use mobile devices to control their travel experience. They expect easy access to the information they want, exactly when they need it in the travel process.”

Brands are quickly catching on to the power of new tech. Not only is greater efficiency better for the traveler, it is also better for the bottom line for almost any travel provider. PSFK researchers examined these changes as part of a larger trend we are calling Frictionless Journey, featured in the Travel Debrief. Here are some of our favorite examples from the report of brands making travel more seamless:

Swedish rail company SJ is offering passengers the option to use a biometric chip implanted into their hand in lieu of a paper or mobile train ticket. The chip incorporates Near Field Communication (NFC) technology to enable conductors to scan passengers’ hands. Customers buy tickets in the traditional fashion by logging onto the website or mobile app, with their membership number, which is the reference code for the ticket, being linked to their chip.

If biometric implants seems a bit to sever, the Known Traveller Digital Identity, a joint venture between the governments of Canada and the Netherlands, will allow people to cross international borders more quickly if they create a digital profile with all of their personal information on their mobile devices. User profiles are automatically updated as they move around the world. The more borders they cross, the more trusted they will become.

Finally, to make the car rental process better, Avis created a smartphone app that enables customers to operate keyless cars. Users simply download the Avis app, which displays the available vehicles in a lot, and order or pay for the vehicle. After the customer orders the car, Avis authorizes the transaction and transmits the customer’s ID to the vehicle’s transponder. Then, using the visual controls on the app, users can unlock the car.

These changes are happening all across the travel industry, and they are happening fast. According to a recent survey from Oracle, 72% of hotel operators believe that guest recognition via facial biometrics will be in use within the next five years.

A great travel experience can be so easily ruined by a single negative occurrence, such as losing your tickets or getting hung up by unforeseen delays at the airport. Travel brands are trying to change that by introducing seamless services that offload logistics and help travelers through each step of their journey.

+Airports
+apparel
+Automotive
+biometrics
+Canada
+Delivery & Logistics
+Europe
+Fashion
+fashion / apparel
+home
+hospitality
+hotel
+loyalty
+loyalty & membership
+Luxury
+mobile
+Personalized Loyalty
+technology
+travel
+Travel Debrief 2018

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