Samenvatting
This paper describes how, in keeping with the evolving demands of an increasingly mobile population, the travel industry must develop new and improved service concepts for its customers. TUI Nordic and LFV Stockholm-Arlanda have both embraced mobile communication by offering information and updates via SMS to their customers; TUI Nordic by creating a new customer service concept centered on mobile communications, and LFV Stockholm-Arlanda by offering real-time information for all travelers to and from Arlanda airport. Both these services are the first steps in an ever more close communication process between the service provider and the customer.