TravelMole eWire Q&A: BT Retail

Dave Hughes is BT Retail’s director, wireless broadband. He spoke to Dinah Hatch

Q: How will mobile technology help travel agents in their day to day work life?

A: The travel industry was an early adopter of technology and has become a major user of online technology. Agents use email and web sites to put together packages for customers and monitor bookings. Travel is a global business and many will benefit from using laptops and smart phones to keep in touch when out of the office. Being able to use high-speed Wi-Fi and mobile broadband networks will allow agents full access to their information almost anywhere.

Q: How will increased access to Wi-Fi influence people’s travel and holiday decisions?

A: 76% of our hotel, restaurant or café partners tell us that Wi-Fi gives guests a good reason to visit them rather than a competitor. Guests want the same service in the home, office or on the move, and are typically asking for connectivity across the whole property – not just reception. The trend is towards using the same everyday services as on holiday.

Q: As the credit crunch bites harder, will sexy subjects like mobile web and Wi-Fi take a back seat or become more important?

A: Flexible working is a major way to cut costs. You can reduce travel costs and be productive from wherever you are. We’ve seen users clock up twice as many minutes in the last six months in 2007.

Q: Is having Wi-Fi at your hotel only something that business travellers are concerned with – or are leisure travellers just as interested these days? 

A: Laptops, PDAs and smart phones are mainstream tools now and guests want somewhere to use them. A 15 year old on holiday with Mum and Dad is as likely to want to surf the internet as the CEO just flown in from New York.

Q: In recent years there have been stories in the media of people returning home from their holidays to be met with huge mobile phone bills. How is technology changing to make this a thing of the past? 

A: There have been some stories about insane bills run up because of the cost of downloading an episode of Friends over 3G. When a resort provides Wi-Fi, you can better manage and control costs.

Q: Do you see mobile connectivity as something that will affect where travel agents work?

A: Like other industries, travel agents can be connected remotely whether visiting a new hotel, needing to work from home or work remotely around child care.

Q: How can agents harness the move towards being connected wherever you are to sell more travel? 

A: Point it out as guests book. The hotels, airports and railway stations we partner with use Wi-Fi as a unique selling point because it drives footfall and revenue.

Q: What product do you have to help small agencies?

A: We recently launched the first broadband package with free mobile broadband to small businesses. It provides 3G, Wi-Fi and fixed-line broadband for internet access anywhere. O2 iPhone customers can also log on to BT Openzone Wi-Fi for free as part of their contracts.