Ancillary Revenue and Merchandising (10th May only)

10 May, 9:00Measure it, Track it, Manage it: Optimise and Control Your New Revenue Stream and Create the Right Ancillary Strategy for Your Travel Business

• How do you ensure your brand is not damaged by ancillary charging?
• Learn how to select appropriate ancillary partners that offer the most relevant products and services to your brand and customer base
• Find out how an analysis of ancillary revenue spend can improve customer profiling and segmentation leading to more targeted marketing
• Should you treat loyal customers and price sensitive customers differently in terms of fees and ancillary product offerings?
• The case for “re-bundling”. Understand how promoting tailored “packages” to specific customer groups can help maximise spend on ancillary products
• Once in place, how do you measure the impact of your ancillary revenue programme on brand customer satisfaction, retention and of course, spend?

• Maria Walter, Director Merchandising, Continental Airlines
• Odile Delhove, E-commerce Ancillary Revenues Manager, Eurostar [Q&A only]

10 May, 10:00Can Point of Sale Ancillary Revenue Evolve with Mobile?

Pushing ancillary products during the point of sale is clearly an effective way to up-sell and cross-sell to your customers. It's not too much to say it is a business model that has revolutionized the way we sell travel forever. However, mobile complicated the “up-sell” feature, such is our obsession with keeping mobile booking simple and straightforward. So, how do you keep point of sale ancillary revenues coming in as your customer's buying habits changes?

• Jeroen Van Velzen, CEO, Sound of Data
• Jim Davidson, CEO, Farelogix

11:00 Coffee

10 May, 11:30 Keynote Debate - Customer Tech and Trends - How Will your Customers Interact with you Through and Beyond 2011?

Your customers are constantly changing the way they want to communicate. The growth of mobile web browsing is rocketing (figures as high as 300% YOY growth for some travel companies have been recorded) and the social media channels continue to exert huge influence. We gather travel industry experts to try and predict how consumer buying behaviour will develop in the future.

• Romain Roulleau, SVP e-Commerce, Accor Hotels
• Alun Williams, eCommerce Director, TUI UK
• Dany Barrasso, Senior Director eCommerce, Hilton Worldwide

12:30 Lunch

10 May, 14:00“Harnessing The Irrational Consumer”

Understand how irrational patterns in the cognitive behavior of consumers can be harnessed to optimize the display - and consequently the conversion rates and revenue per customer, all in a “business-as-usual” price led car rental website. The research in question has been developed at MIT and Duke University under the direction of world leaders in behavioral economics. CarTrawler demonstrates, using real life examples (and a few unfortunate guinea pigs), how it has developed the technology and the site display to drive more revenue.

• Bobby Healy, CTO, CarTrawler

10 May, 14:30 The Future Standard Procedures for Ancillary and Merchandising Sales

• Are industry standards adapting to new channels new products and changing business models?
• Unpackaging and unbundling for maximum profit with minimum brand damage
• What are the opportunities for non GDS enabled travel companies?
• Learn how to ensure your ancillary products can be branded in order to make selection and utilization by passengers more attractive and continuous
• What are the latest industry trends and profit areas for merchandising?

• Valyn Perini, Executive Director, OpenTravel Alliance

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