Travelers’ expectations for customer experience have drastically changed over the last decade. Service providers work hard to meet these expectations in flight or hotel booking, in-destination check-in, and in customer support. Travelport Digital’s research revealed that mobile apps are the go-to for traveler engagement, as well as why they may be preferred over mobile web.
Booking through mobile devices drives the growth of digital travel sales. Last year’s global sales were estimated at $694.41 billion. They are expected to reach $869 billion in 2021, and mobile sales can make up nearly half of that amount. If you want to keep up with the trend, it’s time to think about how to make a booking app for your business.
As a rule of thumb you can follow this checklist to create a booking app minimum viable product (MVP):
The app type depends on your business objectives. For instance, if you’re a hotelier, you might partner with local businesses to offer your patrons the ability to rent a car or arrange a fishing trip from your app. If you’re a tech entrepreneur, you can aim to create a booking aggregator or an OTA app.
Winning potential users comes down to a UVP and right positioning. Here’re some worthwhile models for consideration:
You can drive revenue via your mobile bookings app using one or several monetization models. Knowledge of the target audience is of paramount significance when the methods are selected.
Here’s a list of common monetization models for mobile travel apps:
This is not an exhaustive list. Choose the model that matches your business goals. Consider multiple monetization models to maximize your revenue.
It’s a great thing if you can run the app globally rather than focusing on the local market. However, it may require significant investment and time to take your app to the international level.
Therefore, it’s sensible to start with the local market as it will save both time and money. Furthermore, you can test the app and see how well it functions locally.
If you’re going to serve budget travelers, especially in developing countries, or wish to reach the largest audience possible, Android is your go-to platform. Otherwise, it may be preferable to publish your app on the App Store first.
Booking.com and many other hotel aggregators work on agreements with hotels. They install their special software to monitor in real time the availability of spare rooms to maintain a regular stream of bookings.
Admin panel is part of every mobile booking app. The lack of a well-thought-out tailored solution makes it difficult to manage all listings and trace essential data.
Other things have to be considered before building a hotel or flight booking application including:
The main features of an MVP for a mobile booking app coincide with a corresponding website. Now we’ll focus on some features crucial for a mobile service.
Customer experience begins when the user opens your app. Make the background vivid and inspiring. Animated graphics, e.g., beach sand and surf, may look fabulous on a splash screen. The login/registration page may repeat it, but shouldn’t distract the user from the buttons and text fields. Give users the freedom to create an account with an email, phone number, or via social media accounts. The latter is more convenient for users and more beneficial for app owners.
Users expect to accomplish their goals with minimal effort. Thus, your app should have simple, easy-to-follow navigation, with clearly defined CTA, guiding the traveler to move forward at every stage of the booking process.
According to the same research by Travelport Digital, search is the top reason for using a travel mobile application. The app should have precise, flexible, and self-explanatory search options.
Let’s look at how search options can be made efficient:
Flexible search filters. Search filters should help narrow the results according to user search priority. Booking.com and Skyscanner are prime examples of flexible search options; users can sort search results based on star rating, price range, review score, and popularity.
Accessibility and visibility. Search options should be easy-to-access and visible. Compare searching for accommodation on the map in Airbnb and Booking.com. Airbnb indicates price on the map so you can choose the location and see the accommodation fees. With Booking.com, the icon of each hotel needs to be clicked to find the accommodation cost.
Personalized suggestions. It’s helpful for your product to have personalized suggestions based on the user’s online booking history. If a certain location has already been visited, it’s a good idea to suggest visiting a similar place.
Content prioritization. A search results page should be designed according to your business interests. See how differently Booking.com and Skyscanner search results are displayed.
Booking.com presents more items (with small images of properties) in a single screen than Skyscanner. The latter offers large photos with only the most basic information. The difference is a result of their different goals.
Skyscanner, with its powerful metasearch engine, connects travelers with airline websites or with hotels and OTAs. The main purpose is to inspire and attract users to visit a service provider’s website. Booking.com has a different booking system, as it is a direct reseller. Its main objective is to have users make flight and hotel bookings immediately. As a result, there are more detailed offers on Booking.com.
Make sure that your payment process is clear and easy-to-follow.
Multiple payment options
It’s wise to have multiple payment options for your customers’ convenience. Consider integrating Apple Pay, PayPal, and Android Pay into your booking system, as well as traditional Visa, MasterCard, and American Express. Variety and simplicity will bring the necessary level of security to your clients.
Consider integrating into your booking system Apple Pay, PayPal, and Android Pay together with the traditional Visa, MasterCard, and American Express.
Credit card scanning
Typing credit cards’ details into tiny mobile fields may not be fun and simple. This procedure can be streamlined significantly through credit card scanning with the help of a mobile camera.
Users will appreciate a built-in currency converter allowing them to convert currency or check prices if necessary.
Secure checkout process
Almost half of travelers start researching on mobile devices but end up with the desktop to finalize the booking. The top reason is the belief that mobile devices are unsafe for making payment. Help your customers feel safe and protected during the mobile booking process with:
Despite smaller screens, mobile apps need to display a fair amount of pictures to help travelers make the right decision. Airbnb is an excellent example of an app that motivates people to travel. Instead of having separate text-picture sections, this app leverages all space available by featuring full-screen images overlaid with text.
Mobile customer experience is richer due to personalized push notifications. They’re especially good at providing valuable info to travelers.
Other push notifications in a travel app may include:
Navigational notifications based on the location
They guide travelers in the airport between terminals or to their stay location. This function may be powered by beacon technology.
These push notifications inform travelers on where to pick up their baggage upon arrival.
Suggestions for nearby activities and places
In-app messages that point to nearby locations for renting a car or eating, or booking an appointment at a local spa.
Contextual experience that travelers enjoy
These may offer things that travelers love to do based on their personal history. For instance, it could be suggestions on visiting certain places of interest around the city.
Weather and info on disruption
Users should be warned of extreme weather changes or other force majeure circumstances in advance.
The type, content, and frequency of push notifications should be based on a user’s past travel history, in-app behavior, location, and browsing habits. You can mix up “nice-to-know messages” and reminders to enhance the customer experience. Include topical and relevant notifications that relate to the individual user’s immediate context, but avoid bombarding users with messages. Based on a user’s reaction to the notifications, update the content and quantity of the messages in the app.
Mobile boarding passes make printing out paper ones obsolete. It’s common practice for users to check in electronically and download a boarding pass on a mobile device.
Consider integrating mobile boarding passes into a mobile wallet — a separate app commonly installed on mobile devices by default. Boarding passes have to be saved in matching formats for users that have mobile wallets.It is a smart move to cater to users who have a digital wallet. While boarding the plane, they can show their digital boarding passes on their locked screen mobile devices. It’s quite convenient, as the pass is always there and a traveler doesn’t need to search for it in mobile emails. Apple Wallet on iPhones, Android Pay on Android, and Samsung Pay on Samsung are the most popular electronic wallets.
If you are a user, travel apps help you make and manage your bookings more conveniently and cost-effectively. Tourism companies can market and sell their services more efficiently through a mobile travel app. If you aim at bringing together supply and demand through an innovative solution, it may be very profitable. A well-designed mobile booking app can be beneficial to all parties.
The creation of a booking app calls for the guidance of experienced UX/UI designers and dedicated app developers. If you would like to order booking app development or to add a booking system to your app, or want to know more, please drop us a line!