As the world works to find innovative ways to safely reengage with others, mobile messaging will serve a pivotal role in making this possible. As someone who spent much of my time traveling and meeting with people in face-to-face, I’m eager to work with companies who are exploring new ways to make in-person activities normal again. That’s why I’m excited to collaborate with Carlyle Airport Group (CAG) to reimagine airline travel in the time of COVID. Join me on a trip exploring how Syniverse and CAG are making airline travel seamless, safe and secure.
Pre-Arrival to Airport
It’s 8 a.m. My bags are packed, and I’m looking forward to the next stop of my trip from New York to London. As I finish up my coffee, I see an email from my airline, asking if I would like to opt into a public service program related to notifications for my trip. I accept and hear my phone ping with a message alerting me of the heath and wellness standards for the airport and the state as well as information related to the construction happening at the airport.
While I’m contemplating the best way to get to the airport, I receive another SMS providing me with current traffic, schedules for several mass transit options and suggested departure times from my hotel. Based on these options, I decide to take a ride share to get me to the airport. After requesting a car, I gather my bag and do a last-minute check that I have everything. To assist me with this process, a text comes through reminding me of the needed documentation. Close call. While checking that I have my TSA-approved license, I realize that I took my personal credit card out of my wallet to order a gift for my granddaughter. Replacing the card in my wallet, I grab my bag, and my ride share pulls up.
In the car, I sift through some emails and receive a text outlining the upgraded sanitation and social distancing precautions the airport is taking. A follow up text comes in with an airport map, illustrating hand sanitizer stations, dining options and restrooms. Before my car gets to the airport and shortly after getting caught up on emails, a check-in reminder text is delivered with information related to the current TSA lines. Lines are short so I am cleared to go through security whenever I arrive.
Thus far, there have been seven interactions points with the airport, even before stepping foot in the door or needing to engage with a staff member.
Pre-Flight at Airport
When my car arrives at the airport, I grab my bags and make my way inside. My phone buzzes as I receive health and wellness reminders, the airport map and Wi-Fi connection information. I look around to orient myself to the map when another message comes in, recommending I go to through security with Terminal 2, as the lines are short at this time. Walking toward Terminal 2, I get a message informing me of the latest security procedures at work through the Terminal 2 TSA checkpoint. Just as the message indicated, the line for TSA was short and because I knew the TSA procedure involved putting my belt in my bag, not a bin, I am through security quickly.
Despite my coffee at the hotel, I could go for another cup of caffeine. A text comes in with a coupon for one of the dining options in Terminal 2, offering a small coffee for $1. I pick up my caffeine fix and wait for my plane to pull up to the gate.
While at the airport, I was provided with five different points of information to make my trip to the gate smooth and safe.
Post Flight and Beyond
After a smooth flight, I touch down in London. Once I take my phone off of airplane mode, I receive a message alerting me of the health and wellness standards at the airport and England. A follow-up message quickly comes in to provide me with directions to transportation and which baggage carousel will have bags from this flight, had I checked a bag. I depart the plane and head toward the transportation pickup, based off the directions provided to me. A new message comes in from the airport concierge, who asks how he can assist me today. With the directions in hand, I don’t have any questions for him in our two-way chat and thank him for his time. As I call my ride share, I look back at how so much of traveling has changed. But with the convenient messages I received along the way, I am able to safely, securely and seamlessly travel across the country. Throughout my trip, I have received 16 messages to make this possible.
Syniverse and CAG
By working with CAG, Syniverse is able to power these messages and improve airline travel. And based on findings from the International Air Transport Association (IATA), 73% of passengers surveyed around the world prefer receiving information via text message or push notification. Mobile messaging reaches customers through their preferred channel and allows customers and employees to stay safe.
As technology evolves, this solution from Syniverse and CAG is ready to support rich communications services (RCS) and other omnichannel options. Together, we’re determined to make my journey from New York to London the new standard of travel.
Bill serves as a key sales executive focused on mobile engagement and intelligent connectivity solutions who brings a broad array of executive management experience, revenue growth, product development, business development and funding expertise to organizations that seek multi-disciplinary guidance to help launch their products and services into a competitive marketplace. At Syniverse, Bill solves customer problems, delivers complete solutions, consistently overachieves expectations and goals for many Fortune 1,000 companies. Prior to Syniverse, he worked as sales director and held leadership positions for other software as a service companies.