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 Brand loyalty has been replaced by price consciousness thanks to the proliferation of budget carriers.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.

I just saw a TV news piece (UPD: and New York Times Travel wrote about it too) saying that new security measures on US flights require airlines to turn off maps on in-flight entertainment systems so terrorists would not know the airplane location.

This sounds ridiculous because, firstly, those maps are scarcely informative. Secondly, if a serious person is planning to blow an airplane in the sky over any particular point of interest, he probably knows the route by minutes, so he does not really need a map or any kind of location technology.

Now, think about the in-flight Internet. This is a service on the rise – American Airlines was going to launch it, and Virgin too – see http://blog.arrivedok.mobi/2008/06/25/internet-on-the-plane)? Will it be banned too for security reasons? Because if a passenger have an Internet connection and/or a GPS device he can easily detect the plane location.

I can easily imagine that much hyped (http://blog.arrivedok.mobi/2009/01/28/in-flight-calls-a-reality) in-flight mobile services like voice calls, mobile Internet, WAP, SMS can be banned too for similar reasons.

I can only hope that those travel restrictions will not affect our ArrivedOK Flight Arrival Tracker when it will be available in the US. Simply because its purpose is to track your mobile phone when you turn it on after landing and trigger the delivery of arrival alerts to your designated recipients. But who knows.