We implemented a test service launch at Hamburg Airport at 6th of June 2016 for a 3 months test period, where customers could drop off their luggage after arrival by plane at our counter, then be able to travel onward bag-free. Bagshuttle service personnel was present at our drop-off point in order to receive the luggage of the customers, take care of it and assist in case of any arising questions. The luggage was then picked up by our partner shipper, and deliverd by a sprinter to its destination. The customer was informed as soon as the luggage had reached its final destination safely and in time.
The sale was supported by advertisements on airport ad boards (e.g. on the airport bus), promotion campaigns, discount promotion sale activities, and accompanying online marketing activities (twitter, Facebook, etc.).
To optimise our service product and processes, we collected the research information in our feasibility pilot in three ways on-site and off-site:
1. By our hostesses at the promotional counters at Hamburg Airport, which talked directly to our test-customers, introduced our booking site and showed the booking process. Daily, a form is filled in with valuable information about customer opinion, especially regarding the booking process, the price and the features of the product and possible spots for improvement.
2. By conducting interviews with potential customers at similiar German airports, explaining the service/product, the pricing, availabilities and conditions. In summary, more than 450 personal interviews have been finalized, with the following demographics: male 49% /female 51%, language 88,5% German, Age: 28,5% up to 30yrs / 48,7% 30-49yrs / 22,9% above 49yrs, 38% business / 62% private.
In general, there is a significant demand on a luggage delivery service like Bagshuttle offers. The interest in booking such a service did not focus only on the above mentioned customer segments, i.e. even standard leisure travels claimed to be willing to use such a service. The popularity ranged from young people (20 or younger) up to seniors (60+), male as well as female interviewee.
In detail, with respect to the first impression, 81.5% of the potential customers stated the first impression was good or very good. The degree of innovation was assessed by 60.1% with extraordinary or very innovative. The probability of booking a Bagshuttle service was stated by 67.3% to be very high or relatively high.
