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[Applause]
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so I cannot start off by asking you a
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few questions and I want you to raise
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your hands how many of you enjoy flying
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in the typical airline experience and
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maybe you've got an an aircraft in the
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last month Wow
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how many of you swore at an airline
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because they lost your luggage how many
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of you saw it yourself because you
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arrived at the app at the airport too
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late and you missed the flight and how
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many of you affected by the strikes that
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we had by Lufthansa and Deutsche Bahn in
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the last 24 hours
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ok thank God not so many people so now I
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want you to imagine you under your own
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weight on your way to the airport your
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taxis stuck in traffic your heart starts
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to beat faster sounds pretty familiar
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right but imagine the airline was able
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to locate you via their app calculate
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your new time of arrival to the airport
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and automatically book you onto the next
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flight not only that if all your further
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travel arrangements were automatically
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synced so the taxi driver on your
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arrival knew your new arrival time and
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also your hotel knew your new check-in
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time or if you arrive early to the
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airport the airline automatically
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reboots you onto an earlier flight and
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not just that imagine if you had on this
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app the ability to locate your bag at
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any point in time and track where it is
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this probably sounds a bit like science
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fiction today air travel is far from
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being a hassle-free experience but in
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theory the airlines know a lot about us
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and the way we fly and the way we travel
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I myself am an avid traveler as you
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heard I've been fortunate enough to
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visit 117 countries I'm passionate about
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traveling
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and helping others to experience the
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beauty of travel but when I think about
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the many frustrations I've had for
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example when I've been in Bangkok trying
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to find out how do I get a visa to go to
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Mayan MA or when I'm trying to fly to
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Karachi and my flights been diverted to
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Lahore because Karachi Airport have been
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bombed how do I get new flights to
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Karachi or when I arrived in Damascus
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and my bags didn't arrive I went by the
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way if there's anyone from us homeland
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security listening those were purely
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leisure trips so my vision today I'd
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like to share with you is a hassle-free
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travel experience enabled by innovation
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but which is also environmentally
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sustainable
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now also through my work I have an
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interest at Lufthansa in monitoring
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long-term trends and innovation and
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improving the customer experience I
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believe the topics of innovation and
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digitalization will revolutionize the
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customer experience over the coming
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decade now what I'm about to describe
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requires advances in data analytics but
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also thoughtful consideration of privacy
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we should have the right to control what
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data we share with whom we share it and
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how its shared this vision I will
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describe is a win-win for us and for the
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airlines by offering to share our
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preferences and out data the airline can
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offer us an enriched travel experience
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and be our partner along the journey let
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us now take a deeper look at the next
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step for Airlines now once we start
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thinking about our travel we start
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dreaming and planning we go online today
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we see that the Internet has really
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revolutionized the way that people
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search for travel and has really enabled
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us to find the lowest possible airfare
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which gives us power over the airlines
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it also means that more of us can travel
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because it's become cheaper but actually
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in the neck at next decade what will
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happen is that power will shift back to
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the airlines the airlines will know
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based on
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example checking whether in foreign
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destinations looking at travel guides or
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contacting friends in far-off places
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that maybe we're thinking about planning
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a trip and they'll be able to offer us a
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suggested itinerary before we've even
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really started planning that trip in the
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same way that today Amazon makes product
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suggestions but they have to be careful
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not to go too far and respect our
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privacy there is one example of a
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European consumer loyalty program which
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was based on shopping patterns able to
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identify pregnant women and offer them
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special offers on baby products the
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issue was they were so good at
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identifying pregnant women they were
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able even to do it before the women
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themselves realized they were pregnant
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so we have to be careful when we travel
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in future it would be possible to be
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offered a customized bundle of offerings
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that's a package of goods and service
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around your flight tailored individually
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to your needs so suppose you're like me
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you only travel with carry-on luggage
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you generally like to eat a meal on
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board the aircraft and you like having
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the seat next to you empty the airline
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will be able to give me credit for the
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fact that I don't check in a bag and
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subsidize this towards my meal so
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they'll be off to me something
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customized exactly to my needs at a
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price point designed for me also what
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we'll see is what we see today is that
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whenever we go online the majority of
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times we actually don't buy anything we
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don't buy that flight and that's because
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we don't find the price we want we don't
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find enough seats
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the destination is not available or the
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time the flights just not convenient
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actually in the future the airlines will
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start mining this data the millions of
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searches which are going on and they'll
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be able to offer us better offers
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because they'll know actually what we
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want rather than what they think we want
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now many people spend a lot of time
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planning their flights actually often
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it's quite nice to be more spontaneous
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sometimes I play a game called Airport
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roulette
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why show up at the airport I look up at
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the departure screen I think hmm
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where would be interesting to fly to the
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ceiling based on what's the weather
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what's the price what's the flight time
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and I just simply pick a destination for
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the weekend but there's probably not too
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many people out there as crazy and I as
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I am but having said that in the future
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airlines will they'll be able to offer
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us more examples of mystery destinations
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where you say I'd like to go on a beach
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trip this weekend somewhere in Europe
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you won't know the destination but it'll
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be cheap and they will they will select
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something for you based on their
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available seats so this will allow the
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more adventurous of you to be more
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spontaneous if we move to the next stage
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of travel now getting ready to book what
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we see is in future the majority of
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bookings will be done on mobile devices
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or on iPads it will be much faster to
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them today often with one-click booking
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and your travel preferences will be
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saved
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making it very easy to book your flight
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now imagine you like flying to New York
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it's one of my favorite destinations to
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fly to you like going to be going to the
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theater and you like going shopping for
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clothes so will happen after you book
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you'll be sent special offers on
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Broadway shows and actually during your
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your travel if you're walking through
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the street maybe you're walking past the
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clothes show over the sale you'll get an
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automatic notation on your mobile device
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leather you know that there's a sale on
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for that particular clothing retailer
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also in the future pricing will be done
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much differently today pricing is very
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simple based on whether an airline
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thinks you're a business traveler or
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leisure traveler in the future they'll
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be much more sophisticated they'll
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recognize the fact that I actually buy a
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lot of ancillary services from the
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airline that I have a high degree of
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travel spend and so they'll be able to
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offer me a lower ticket price in order
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to get me in their system because I know
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I'll be a profitable customer this is
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happening today in the casino industry
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so people who spend out on money in
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casinos are actually offered either free
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or subsidised airfare by the casino
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operators
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so now you're on your way to the airport
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typically the next experience with an
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airline is checking in so in the future
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there'll be no check-in you'll be able
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to go straight to your gate the boarding
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pass will be automatically sent to you
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at the time of booking and you'll be
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sent an RFID baggage tag just to put on
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your bag and you won't even have to wait
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in line anymore in the future you'll be
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able to connect with fellow passengers
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before you fly and either share a taxi
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or a ride on the way to the airport
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well maybe the airline will suggest to
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you that you're both going to the same
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hotel maybe you want to share a ride
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even better they could tell me who's on
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the aircraft and who's single and who
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likes playing Airport roulette now on
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the way to the airport is typically a
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very stressful time and this is a good
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chance for the airlines to win the
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moments which matter so now imagine
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you're you're you're stuck on your way
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to the airport maybe haven't even
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realized but on your mobile device
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automatic you'll get a map or an alert
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telling you you're not going to make it
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to your aircraft in time or maybe
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they'll tell you that the security
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waiting times are particularly long
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right now so you need to allow enough
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time or there's traffic on the way on
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you're just on your way to the airport
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you need to take a different route also
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when you arrive at the airport a map
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will be displayed on your Google glasses
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or on your mobile device telling exactly
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where you need to go when you arrive in
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the airport and go to the lounge in
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future you'll be able to have a
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connected lounge experience and this is
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already being worked on and being
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launched this year by one airline you'll
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be able to pick up a an iPad or if you
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have your own device you'll be able to
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use that and control your entire lounge
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experience booking a massage booking a
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shower controlling the lighting in your
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shower room maybe if you like the wine
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on offer in the lounge you'll be able to
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order a case directly to your home when
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you arrive and also when you're in the