Young woman in international airport looking at the flight information board holding passport in her hand checking her flight
5 days ago
 

Travelport helps passengers with mobile rebooking technology

Travelport is claiming a first with the launch of Resolve, technology for airlines to help passengers with hotel rooms and flights during disruption.

According to a statement the Resolve product helps with the sourcing of hotel rooms, air re-booking and meal and transport requirements.

The mobile-based technology, being trialled with a “major US-based airline” is designed to get in touch with passengers when an itinerary changes so they can make local hotel arrangements via their mobile devices.

The service grew out of an idea that originated at the Travelport Labs accelerator.

In the statement, Derek Sharp, Travelport’s air commerce senior vice president and managing director, says:

“With a few simple touches on their mobile device, Travelport helps disrupted passengers to by-pass the frustration of hotel and meal voucher lines and quickly be on their way to a comfortable hotel room.”

The Resolve technology also provides airlines with data on irregular operations such as passenger status and provides them with an analysis of the real cost of disruption.

Further developments to come include predictive capabilities to help carriers recognise potential disruption situations and provide them with a view on local events which may mean limited hotel availability.

Travelport is not the only distribution player trying to address disruptions.

Amadeus has spoken in the past about using mobile devices to address disruption. Although it initially unveiled a mobile disruption companion in 2014, the service was subsequently shelved.

A white paper it published last year to stimulate discussion around disruption put an annual figure of about $60 billion as the cost to the industry.

Amadeus launched its Schedule Recovery technology for airlines in 2015 with Qantas as the launch customer.

The technology helps carriers analyse data during disruption and hopefully improve operations.

Swiss become a customer for the passenger recovery element of the technology last year.

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About the Writer :: Linda Fox

Linda Fox is deputy editor for Tnooz. For the past eight years she has worked as a freelance journalist across a range of B2B titles including Travolution, ABTA Magazine, Travelmole and the Business Travel Magazine.

In this time she has also undertaken corporate projects for a number of high profile travel technology, travel management and research companies.

Prior to her freelance career she covered hotels and technology news for Travel Trade Gazette for seven years. Linda joined TTG from Caterer & Hotelkeeper where she worked on the features desk for more than five years.

 

Comments

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  1. Riaan van Schoor

    Wow. If I’m an agent, the alarm bells should be ringing here, loud and clear. Whilst it’s kudos to Travelport for addressing an actual problem (where few agents seem to be interested in stepping in) Travelport is helping the Airline (again) with a solution, not the Agent. I’ve been quite vocal about my concern that agents are loosing the customer during trip with airlines using customer’s emails and mobiles (required for checkin, frequent flyer programs etc) and do business with them during trip, and this makes it even easier for them to do so.

    Again, this is a solution that is required – I don’t dispute that – but why not a solution that could also work for an agent? The customer experience with something like this could very, very easily lead to the customer booking direct with the airline next time, or completely forgetting what service the agent provided for the trip, or what the agent’s relevance is.

    Very concerning!

     
    • Chris Boba

      Hi Riaan,
      Great to see that you appreciate how Travelport Resolve is helping address the problems faced by passengers through travel disruption. Although Resolve is primarily focused on airlines at this time, we do understand that agencies are a vital part in the passenger experience. We are continuing to evolve Travelport Resolve and agency focused features that help keep relationships with travelers are on our road-map for the future.

      In addition, we recently also released Trip Assist. A mobile engagement platform for agencies to better manage the travel experience for and build stronger relationships with travelers by providing the agencies with more opportunities to connect, support and engage end-travelers at every stage of their journey.

      Please see here for more information: https://www.travelport.com/trip-assist

       
 
 

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