I read an interesting piece of news today about how Alaskan Airlines and Horizon Air are resorting to mobile services, in an effort to retain customer loyalty. The mobile services that these two airlines are currently offering are designed for the iPhone, BlackBerry and Microsoft Windows Mobile users and are hoped to improve their passengers travel experience and convenience.

These new services will enable passengers to make changes to their reservations, access airport information and potentially purchase tickets. Passengers can also check their flight status information, flight schedules, flight alerts and check-in 1 to 24 hours prior to their scheduled departure. Furthermore, passengers can use their “My Trips” feature to view their itinerary, change their seats, check their upgrade status and add an Alaska Airlines Mileage Plan number to their reservation. (for more information check out www.mobilemarketer.com/cms/news/database-crm/5632.html)

I believe that the more savvy Airlines are finally beginning to realize that with so many carriers and options available to travelers, retaining loyalty and repeated visits are becoming harder to achieve. Brand loyalty has been replaced by price consciousness thanks to the proliferation of budget carriers.

At last years WIT conference an ‘expert’ in the travel industry said that to retain customers, airlines and hotels need to offer more than just refurbished toilets and renovated rooms. What is missing is that little extra service that makes passengers and guests feel special and cared for. Being an ArrivedOK subscriber, I think the expert hit the nail on the head. Its no longer enough to offer the superficial trimmings that most hotels and airlines think us travelers require.

Instead, what we are actually looking for is convenience, and the knowledge that you care about how we feel. If an airline or hotel offered me the use of ArrivedOK FOC for flying or staying with them, I would consider traveling and staying with them during my next trip. Its those little extras, the intangibles that make us feel cared for, and that is what retains loyalty.

The title may sound like an oxymoron, I mean, how happy can you be when travelling, if you don’t own your own personal jet or eye-candy stewards to serve you freshly squeezed juice, and centre filled chocolates with a gentle shoulder rub thrown in for good measure?

But funnily and also thankfully enough, airports have realised that an unhappy traveller comes a close second, to a plane full of screaming babies, hence the recent shift towards travel friendly airports.

Since I am currently based in Singapore I shall talk about the airport that I am most familiar with. Changi Airport offers free wifi at all four of their terminals. Now travellers can surf the net, log on to their office network, if they are suddenly overcome with love for their jobs, or more realistically, check their personal email, update their blogs, Facebook account and register and update their ArrivedOK account. With over 400 free internet kiosks and 80 laptop Ethernet access points located throughout the terminal lounges and transit areas, Changi Airport offers everyone in the vicinity wireless broadband, keeping us happy and connected.

This shift towards being contact-able on the go is great news. There used to be a time when I would have to lug a whole bag of coins to call home while waiting the requisite three hours before boarding. On days that I forgot my bag of change, I used to stare at the worn out linoleum on the floor until my eyes crossed and vision blurred. Thankfully now there are much more constructive things for travellers to do with their time. Of course the luxury of free wifi and air-conditioning is still a foreign concept in some countries, so if you have any horror or happy airport experiences to share, please do, because I would love to have a list of airports I should avoid or at least come armed with an arsenal of entertainment, so as not to go crazy with boredom.

As the saying goes about too much of a good thing…., Its now come to a point, that airports have become such wonderful places to be at, that non travellers seem to prefer to while away their free-time napping or reading magazines while sipping coffee, making it no longer a place no longer exclusive to those of us toting boarding passes.

If this trend continues, one day genuine travellers will no longer have anywhere to hangout at during the three excruciatingly long hours until boarding, what with all the seats taken up by the non travelling riff-raff surfing the net on the mobile phones while sipping their cup of expresso!

The news for today is that our mobile site became fully functional – now you can sign-up with m.arrivedok.mobi, edit records, update your personal profile etc – all the things you do at our main site. Also:

• If you go to the regular Arrivedok.mobi site from a mobile device, you’re redirected to the mobile version by default (there’s a link to the main website if you want it).
• It became simpler, faster, more lightweight, a true mobile resource for travelers.
• It looks good on iPhone.

Every time when I travel I’m thinking how to save money on roaming. Now when Russian MTS charges ridiculous $4 per minute for incoming calls I tend to think about cost savings. So before you go for your next trip do the following:

1) Check with your mobile operator if they provide some special packages or discounts. For example, MTS provides some special discount for traveling to certain countries in Eurasia during the summer period  (http://www.mts.ru/news/2009-04-27-1023958) Or Rogers/Canada has special voice roaming packages for travelers to the USA.

2) Check roaming prices for GPRS/3G data. Most likely your operator has crazy pricing like AT&T’s $20 per Megabyte or MTS 512 Rubles per Megabyte (about $16). I would recommend you to turn off your GPRS roaming before the trip. On iPhone you can do this easily via Settings->Network->Data Roaming->OFF. On Nokia smart phones you can just delete the settings (because otherwise some pre-installed apps like Nokia Maps may open GPRS without you even knowing it). Another approach is to switch off GPRS right through the self service system or call center of your mobile operator. Some people think that they can enjoy monthly GPRS/3G package when traveling. Sorry, you cannot, this is available only in your home country or even home region. Your operator has to charge you when you roam with another operator. Some operators provide special data roaming packages, e.g. AT&T (http://www.wireless.att.com/learn/international/roaming/affordable-world-packages.jsp) for $60/month provides 50Mb in 90 countries. Check the details of the special offers from your operator before you go.

3) When you travel please note that SMSes are not as cheap as they are in your home country. For example, MTS charges about $0.05 per SMS in home network, and $0.40 when you traveling. More than this, when you are home you can enjoy SMS packages included into your tariff. BUT, when you travel your operator will charge you for any SMS sent. For US travelers: please note that US operators charge even for incoming SMS. This means that when you are home you can enjoy your SMS package, but when you travel the operator starts charging you for all incoming SMSes about $0.20 per 160 byte message. So for example, if you use twitter with mobile updates, you are not charged at home, but once you get abroad every SMS update will cost you $0.20! Don’t forget to turn off all your mobile updates on Twitter! Or maybe better just switch off your phone and leave your SIM card home;-)

4) Everybody knows that voice is expensive in roaming. The most simple thing you can do is to buy a local prepaid SIM card. For example when you arrive to Beijing, China, even before the customs and border control you can buy local China Mobile prepaid SIM. The China Mobile girls who sell SIMs are very attentive and even speak English a little;-) In Indonesia I use either Telkomsel or Indosat. Indosat provides very good quality and pricing for GPRS of around $0.10 per Mb.

5) For sure you also can use ArrivedOK to save on SMS notifications about your arrival. If you inform 5 people about your arrival you can save with ArriivedOK around $1.

6) When you are going to another country you still can enjoy posting to Twitter for free (http://c2s.me). This is available for registered ArrivedOK users. The trick works for GSM phones, and is based on the fact that the users are not charged by the operators when the call is dropped. So when you dial the ArrivedOK C2S access number +442033550595 the system drops your call and sends you an interactive text menu (USSD). Another trick used here is that operators do not charge users for USSD (basically they cannot do this). Not all networks allow USSD at all, but most of them do. So if after calling ArrivedOK C2S number you receive the menu, you can post to your twitter account which should be bound to your ArrivedOK account. To use ArrivedOK C2S you have to register on arrivedok.mobi web site from your computer before first use. It’s better to do this even before your trip begins. In this case you also can enjoy ArrivedOK trial for sending free SMS notifications to your friends.

7) To save on voice calls you also can consider using some Voice-Over-IP services like Skype or SIP. I usually use Skype for iPhone over free WiFi networks in the airports and Starbucks. Other options are pre-installed SIP clients in Nokia Symbian phones. The good SIP VoIP service is provided by SIPNET (www.sipnet.ru). It’s a bit tricky to configure it. But when you need to talk a lot it really matters to figure out how to use VoIP.

SMS

An interesting reading at TrendWatchList where SMS is predicted to top travel, and especially tracking services.