Turning a Common Travel Pain Point into a Brand Advantage
For years, the courtesy shuttle has been both a convenience and a frustration. It’s a valued amenity, yet often the source of uncertainty, long waits, and frustrated calls asking, “Where’s my ride?”
IHG Hotels & Resorts and Hertz Car Rental, two global leaders in hospitality and mobility, recognized that guest expectations had changed. Travelers now expect real-time visibility for everything from their food delivery to their airport rides. So, why not their hotel or rental shuttle?
That’s where Glympse came in.
The Challenge: A Great Service Undermined by Uncertainty
As outlined in the Glympse Courtesy Shuttle Market Brief, up to 70% of calls to a hotel front desk can be related to shuttle status.
Guests and travelers are often left wondering:
- Has the shuttle already left?
- Am I in the right pickup area?
- How long will I have to wait?
These small moments of uncertainty can translate into big impressions, and when the first or last touchpoint of a brand experience is stress, it can undo a lot of great work elsewhere.
The Solution: Real-Time Shuttle Visibility
Working closely with IHG Hotels & Resorts and Hertz Car Rental, Glympse deployed a real-time courtesy shuttle tracking solution designed to give guests the same level of visibility they expect from modern mobility apps.
The solution included:
- Live map tracking: Guests receive a branded link (via app, text, or web) showing the exact shuttle location and ETA.
- Automated updates: Geo-fenced alerts notify guests when their shuttle is arriving or nearby.
- Branded digital experience: Shuttle visibility is embedded directly into each company’s existing customer journey, no app download required.
- Operational insights: Managers gain visibility into shuttle routes, dwell times, and performance metrics to improve scheduling and efficiency.
In short, Glympse helped both organizations turn their shuttle programs into a seamless extension of their guest experience.
The Results: Fewer Calls, Happier Guests, Stronger Brands
The results were immediate and measurable. Front desk and dispatch teams saw a sharp drop in inbound calls asking for shuttle ETAs, in some locations, up to a 60% reduction.
Guests appreciated the transparency and control, leading to higher satisfaction scores and stronger brand loyalty.
As one IHG manager put it:
“With Glympse, our shuttle isn’t just transportation, it’s part of the guest experience. We’re saving time, reducing stress, and making a lasting impression before guests even check in.”
At Hertz, the impact was equally clear:
“Real-time shuttle visibility changed our pickup flow entirely. Travelers no longer wait in uncertainty, they can see the shuttle on its way. That’s modern service.”
Why It Matters
Glympse is redefining what visibility means in motion.
For hotels, airports, car rental centers, and campuses, shuttle visibility is more than a convenience, it’s a brand differentiator. It builds trust, reduces costs, and turns a traditionally reactive service into a proactive one.
