| By Jim Bruene on July 15, 2009 5:17 PM | Comments (4) |
Having just gone through the exercise of calling four banks to tell them I may be using their card outside the country
(see note 1), I'm convinced it's high time for banks and card issuers to upgrade their online services for travelers. It would not only be convenient for customers, but also develop into a sizable profit center for banks.
Newspapers have supported automated vacation stops/holds for many years primarily to reduce customer service costs. But credit and debit-card issuers have a much stronger business case. For example:
- Fewer fraud losses
- Lower customer service expenses
- More interchange, exchange fees, and interest income from authorizing more transactions
- Cross-sales of travel-related services
- Advertising/sponsor revenues
- Potential subscription or per-trip fees
Here's the features I'd like today:
- Web-based form to input travel itinerary
- Ability to update the itinerary when changes occur
- Ability to establish withdrawal limits while traveling
- Ability to order foreign currency
- Ability to switch my email alerts to text-message alerts while traveling (see Alaska Airlines screenshot below)
- Ability to purchase trip insurance
- Ability to order prepaid travel card(s)
- Ability to see exchange rates and have them automatically forwarded to me on a periodic basis while abroad
- Info on using my debit/credit card abroad, including fees, what to do if it's lost or stolen, calling customer service, cash advances from international banks, and so on
- ATM/bank maps at my destination
- A few disposable card numbers I could use if purchasing online while out of town
- And finally, something I wouldn't have thought of until this past trip, a guarantee that the bank won't cancel and reissue my card while I'm traveling (see Wells Fargo, note 1).
And a few more items for the future file:
- Automatically track my whereabouts via GPS
- Ability to forward travel confirmations (e.g., Tripit.com) so I wouldn't be bothered to input my itinerary
- ATM/bank location on my mobile
- Automatic coverage of any bills that come due during the travel period
Pricing
Depending on the package, a one-time travel fee of $5 to $20 would make sense. Or, using the telecom model where every value-added service is sold on a subscription basis, a $4.95/month "frequent traveler" upcharge would be palatable.
Alaska Airlines message service (14 July 2009)
Allows user to choose different messaging options depending on whether they are home or on the road
Notes:
1. And despite my advance call, Wells Fargo canceled my credit card mid-trip, without telling me (there was a letter waiting when I got home), despite the fact the fraud the bank was concerned about happened more than two months prior (see previous post).
2. Image courtesy of http://etc.usf.edu/clipart.
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Jim .... this is a great post. Excellent and innovative examples of the nature of services hat banks need to get into and that will drive new revenue sources.
Hi Jim,
Great thoughtful post. Our CU is having the same issue with debit card blocks/fraud when traveling and members not communicating their plans with us. I think the online form for members to submit it really smart, I just may have to steal that one from you.
As for your future recommendations I can't disagree more with GPS tracking. The last thing I want for my bank or credit union is to know exactly where I am.
Nope. I'm not willing to pay them extra for the privilege of using a credit card abroad. I resent having to tell them about my travel in advance -- particularly when they're going to screw up anyway (as they did in your case, and have done in mine).
I travel to Europe every year. A quick look at the data they have would confirm it. Why can't they just get smarter instead of asking me to do more work?
Any additional fee to use my card or accounts while traveling would be unpalatable. With the benefits to the bank that you mentioned I don't see any reason why a customer would be charged anything. Not to mention the outrageous interchange and exchange fees they already charge.