Frequent fliers generally have two priorities: First, find either cheap airplane tickets, discount hotel rooms, or discount travel packages and second, look for opportunities to reduce the hassles of travel. Even moderately tech-savvy travelers are taking advantage of more versatile kiosks and web enabled devices that save travelers time.
Travelers have seen airlines and car rental companies streamline their check in processes over the last four years. Now the hotel industry is starting to catch up. Part of the reason is that technology improvements and the realization that at least some travelers view the traditional front desk experience as a detriment to superior customer service. Hotels are starting to see that it is desirable to allow their guests to choose the way they want to interact with the hotel.
The Aloft hotel in Lexington, Mass., allows guests to bypass checking in at the front desk by using pre programmed Radio Frequency Identification Tags (RFID) enabled Loyalty Cards previously sent them to unlock hotel room doors.
Holiday Inn is testing a program, referred to as MobileKey, that does away with keycards allowing guests to unlock their doors with their cell phones. Guests receive a text message that includes a link to an encrypted audio tone that when played back opens the guests door.
Airlines are starting to take service to the next level. In December, Air Canada and American Airlines are planning to start testing a program at Logan Airport where passengers will be able to print their own luggage tags before turning their bags over to airline representatives. Currently 32 airlines, most based in Europe, offer bags ready to go programs. Airlines claim that these programs speed up the check in process for passengers.
U.S. airlines are also rolling out mobile boarding passes so that customers never need to print or physically handle boarding pass paperwork.
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