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That when we think about what we use at home,
most of us have better technology and better
support, IT-wise and travel-wise
than we ever get, at work. And that gap, has to close
because expectations are changing. Let me give you an example:
In my personal life, if I book
and air ticket or a hotel, straightaway,
in my calendar it is inserted. It's inserted by
app called TripIt. It's completely free. When I began to travel here,
24 hours before, TripIt said, 'Hello Patrick,
just a reminder, your Russian flight to St Petersburg is open for booking
and here's the link.' One hour before, it said, 'Just to confirm, your flight is on time.'
30 minutes before, 'Just to confirm, your flight is now delayed 10 minutes,
and is leaving from Gate X.' If the flight is cancelled,
I learn from TripIt, 25 minutes before the airline tells me,
Okay? TripIt tells me, 'Just to let you know,
the flight has been cancelled, this is an alternative flight which has seats
available
we recommend. Press here to book.' Wow.
So what happens is, 25 minutes before, the 'Rush'
of 500 other passengers to the only other 10 seats
on another airline, I've already booked my seat.
As soon as I land, I know my taxi's waiting for me.
I feel like there's a human being, it's a bit like my wife is
on the phone just saying,'Hey, by the way, the taxi's ready for you.' I just feel
i'm been guided, I'm being helped, all the time.
And that kind of expectation is becoming
normal because it costs nothing for people
at home. But when they go to work, Nothing.
When the flight is broken, Nothing.
When the taxi isn't there, Nothing.
And this gap has to close.