August 16, 2012
--- Memo to airport and
airline execs: Business travelers want mobile app notification, reliable WiFi
and self-service boarding options. ---
It’s time to get on
board with advanced travel technology, said more than 600 business travelers in
a survey conducted by FlightView, whose website provides flight tracking. Almost
all business travelers want a flight status sent to their
phones. About two-thirds want to be notified by phone of seat upgrade
availability, and nearly three-quarters would like to receive an alert when
their flight is boarding.
Airport and in-flight WiFi is a nightmare, according to survey respondents, who
described it as unreliable, limited and
need to go mobile. More than 80% of business travelers who lacked access to
mobile boarding passes said they would have used them. Rebooking on another flight
should be possible using a mobile app, said 70% of travelers, and standby
status and terminal maps should be accessible by phone or mobile device.
The vast majority of
travelers want the status and gate location of their next flight pushed to their
phones when they’re on the first leg of a connecting flight. About half said
walking directions to the next gate would be helpful when rushing to make that
Other items on the
business traveler’s wish list are purchasing ticket upgrades and booking ground
When flights are significantly
delayed or canceled, conflicting flight information is the No. 1 source of
frustration, followed by inaccurate or unavailable updates on new departure
times, and having no insight into the plane’s location and when it will arrive
at the gate.
In the face of
significant delays and holdups, the experience could be improved with free
WiFi, access to airline lounges and displays showing the location of a plane
when it's not at the gate, business travelers said.
pressed for time, want access to new tools and technologies that make traveling
easier and more efficient,” said Mike Benjamin, chief executive of FlightView.
“Every time an airport or airline rolls out a new offering, it raises
travelers’ expectations, which, in turn, puts pressure on others in the
industry to quickly adopt and integrate new technologies.”