Roaming Landscape Report

ROAMING LANDSCAPE REPORT
Roaming Landscape Report
Copyright © 2018 GSM Association


ROAMING LANDSCAPE REPORT
About the GSMA
The GSMA represents the interests of mobile operators worldwide, uniting nearly 800 operators with almost 300 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and internet companies, as well as organisations in adjacent industry sectors. The GSMA also produces industry-leading events such as Mobile World Congress, Mobile World Congress Shanghai, Mobile World Congress Americas and the Mobile 360
Series of conferences.
For more information, please visit the GSMA corporate website at www.gsma.com. Follow the GSMA on Twitter: @GSMA.
Disclaimer
The GSMA’s Roaming Landscape report was prepared based on information gathered from desk research of publicly available information, mainly from operators’ websites and roaming news web pages. A basic translation tool was used in cases where the operator’s websites were not in English Language.
The insights within this report aim to encourage and support learning and sharing within the roaming ecosystem. Therefore the target audience of this report are solely the operators, speci cally their roaming divisions. Sharing insights allows operators to better understand how they might o er improved data roaming experiences, which increase customers’ con dence to use their mobile phones whenever and wherever they want.
This report and its content may not be copied or redistributed without prior consent of the GSMA.
For more information, please contact the GSMA Roaming Team at [email protected]


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Contents
Executive Summary
Introduction 4
Findings and Observations 10
Part I: Emerging Ecosystem Trends 11
Product 11 Communication 17 Coverage 24
Part II: Operator Case Examples 26
Airtel 27 America Movil (Telcel) 28 AT&T 29 Axiata Group (Celcom) 30 China Mobile 31 China Telecom 32 China Unicom 33 Deutsche Telekom 34 Etisalat 35 Hutchison 3G 36 Indosat Ooredoo 37
KDDI (au)
KPN 39
2 KT Corporation 40 Millicom International (Tigo) 41 MTN 42 MTS 43 NTT DOCOMO 44 Orange 45 SK Telecom 46 STC 47 Telefónica (Movistar) 48 Telenor 49 Telia Company 50 Telstra 51 TIM 52 Turkcell 53 Verizon Wireless 54 Vodafone 55 Zain Group 56
Looking Ahead 58
Appendix 1 60
38 Appendix 2 62 Sources 64


ROAMING LANDSCAPE REPORT
Executive Summary
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Some travellers are wary of using mobile data services abroad because they perceive the cost of these services to be either too expensive or unpredictable, according to a recent GSMA consumer survey1. The survey also highlighted consumers’ desire for a simpler and more transparent data roaming experience. Such concerns can prompt consumers to look for alternatives, such as local SIM cards or to fall back on Wi-Fi where available.
To address these issues, mobile operators have taken a variety of approaches, providing customers with a range of alternative roaming packages. As these packages
are diverse and largely market-speci c, there is an opportunity for sharing and learning across the mobile ecosystem to improve data roaming propositions.
This report documents case examples from 30 operators and provides insights on three aspects of a roaming proposition: product, communication and coverage.
The key ndings from this study are:
• Time-based charging, rather than per-MB charging, is now commonplace.
• Overall, operators engage with customers via three main communication channels; websites, SMS
and mobile applications, while some operators allow customers to track their usage and/or set a preferred data cap.
• Operators provide coverage across many di erent destinations within their data roaming packages, as well as providing new packages for speci c regions.
The range and diversity of the approaches and mechanisms employed by the 30 operators in this report suggests that the industry is taking steps to provide a simpler and more transparent data roaming experience for customers. Operators across the globe are increasingly o ering more predictable, a ordable and worry-free roaming tari s and schemes to prevent bill shock even where they are not demanded by regulation. In 2017 alone, more than 20 major operator groups have updated their roaming o erings with many other operators cutting the cost of their existing roaming products.
The majority of operators recognise the potential to persuade more customers to make use of their data roaming services. The practices pro led in this report should serve as inspiration for other operators, whom can adapt and replicate these practices, according to their speci c market contexts.
1 GSMA (2017) Consumer Survey
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Introduction
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International roaming is a service that facilitates the use of mobile services while operators’ customers are visiting another country. This service is an extension of the coverage of the home operator’s network to allow users to continue using services from their existing phone number in another country (see Image 1).
Image 1: Overview of international roaming
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Mobile Mobile User B User A
Home operator
Visited Visited operator A operator B
Clearing house
Roaming agreement
International carrier
Roaming services Tra c ow Source: GSMA (2012)2
Travelling customers typically use data services while abroad for:
• Email: Sending, reading and replying to emails as well as downloading or attaching les.
• Internet: Accessing and browsing the internet on mobile devices to watch and download videos and images, software and use internet-based resources such as newspapers or magazines.
• Applications: Using internet-enabled applications for messaging, social networking and location services that require mobile data.
Revenue ow Data exchange
Mobile data consumption varies signi cantly, depending on the type of services or applications used, and is typically measured in terms of kilobytes, megabytes and gigabytes. As they seek to implement more exible data roaming o erings and competitive pricing, operators have taken various approaches
to creating attractive international data roaming packages that will encourage customers’ use of their mobile data services while abroad.
2 GSMA (2012) International Roaming Explained. Available at: https://www.gsma.com/publicpolicy/wp-content/ uploads/2012/09/Africa-International-roaming-explained-English.pdf [Accessed: 18th October 2017]
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Retail Wholesale


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Yet some travellers are still concerned about the unpredictability associated with data roaming. A 2017- 2018 consumer survey by the GSMA identi ed a variety of factors that are limiting usage of data roaming. Graph 1 shows these factors. Note, the customers surveyed were able to select multiple factors of concern from the options presented in the survey answers.
Graph 1: Customers’ concerns about the unpredictability of data roaming charges
The consumer survey was conducted in 20 countries with a representative sample of 500 respondents
per country, consisting of both business and leisure travellers. It was carried out to understand customers’ perception and behaviour towards data roaming. Three data collection waves were conducted between 2017 and 2018 to verify and corroborate the data gathered, in order for credible insights to be drawn.
The results of the survey included two key ndings. First, 53% consider data use “very important”, while 23% consider data use “important”. Second, customers who choose not to use data roaming indicate that
cost is a signi cant factor (see Graph 1). However, 74% state that if they were comfortable with the price beforehand, they would be open to using data roaming. Overall, this survey suggests that there is a signi cant demand for a clear and understandable pricing structure and data roaming packages that meet customers’ travel needs.
Negative media stories of customers experiencing “bill shock” contribute to the concerns about using data roaming. For example, there were media reports of a chef (see Image 2) and a student being charged £8,000 and $11,000 for using data roaming services near Greek islands and in Cancun, respectively.
I am worried about my bill at the end of the month
It is too expensive
I don’t know how much it will cost me
I only use Wi-Fi
I buy a local sim card
I used roaming in the past and
did not have a pleasant experience
The network coverage is unsatisfactory
Source: GSMA (2017) Consumer Survey.
38% 37% 34% 31% 23% 10% 5%
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Roaming is likely to be, at least partly, responsible for the industry’s low score in reputational indexes (see Appendix 2) - customers’ perceptions of roaming are more negative than positive, as indicated in the results of the GSMA’s industry reputation surveys. Some 57% of those surveyed did not have a positive opinion of mobile operators, and the wider telecommunications industry3.
In response to the unpredictability associated with data roaming charges, customers typically resort to alternatives, such as using Wi-Fi, purchasing local SIM cards and/or switching-o data roaming, as a way to protect themselves from unexpectedly high roaming charges for using their phone abroad.
Image 2: Media spotlight on customer’s bill shock experience
Source: MoneySavingExpert (2017) [Accessed: 10th January 2018] 3 GSMA Mobile Responsibility (2014, 2016) Industry Reputation Survey.
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As a result, the majority of operators’ travelling customers don’t use their data roaming service o ering. Findings from a GSMA study4 indicate that retail data roaming charges are decreasing year on year, yet mobile networks only captured 4% latent data demand5 among travellers. That represents a signi cant opportunity for operators to increase the number of travellers using their mobile data roaming service.
In light of this opportunity, mobile operators have taken a variety of approaches to encourage greater data use among their travelling customers. The
GSMA is supporting the industry by working with its operator members to bring about a simpler and more transparent data roaming experience that enables travellers to feel comfortable using their mobile phone whenever and wherever they want. Having established a broad understanding of customers’ behaviour and the drivers of these behaviours based on the ndings of the consumer survey, operators are able to evaluate options that could enable them to grow the proportion of their customers using data roaming services. Despite various market di erences, operators are able to gain actionable insights by understanding other operators’ practices within the same or other markets.
Purpose of this report
This report aims to facilitate and guide the industry’s e orts to accelerate increases in data roaming usage by considering the deployment of context-speci c strategies that pave the way for an improved roaming experience for travellers. In particular, this report aims to:
• Identify and reveal encouraging ecosystem trends that are increasing the simplicity and transparency of data roaming.
• Boost industry learning by sharing operator case examples that o er, or at least attempt to o er, a better roaming experience for customers across three aspects (product, communication and coverage) that together could address customers’ concerns.
• Establish a sound understanding of the data roaming ecosystem to identify opportunities for enhancing simplicity and transparency and, thereby increasing data switch-on rates.
Scope of the report
This report documents industry propositions that seek to provide the necessary simplicity and transparency to persuade customers to use data roaming when abroad. Most customers want to be aware of exactly what is included and/or excluded in a data roaming service o ering, typically when compared to other alternatives. Adherence to the simplicity and transparency principles should make customers more comfortable and con dent using their mobile phones abroad.
Simplicity and Transparency
In the context of this report, simplicity and transparency are best conceptualised as the operator’s ability to provide straightforward data roaming packages that customers understand (simplicity) as well as providing all relevant information (transparency) to allow customers to make informed roaming-related decisions.
While simplicity relates to the nature and clarity around what is included/excluded in data roaming o erings, transparency relates to making available information that allows customers to estimate their data roaming charges when they are abroad and avoid unexpected charges at the end of travel. Both principles can potentially steer a change in customers’ perception and behaviour towards data roaming because they increase predictability.
4 GSMA Strategy (2014)
5 Travelling customers expressing a need to use data services while abroad but choose to use alternatives or switch-o data instead.
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Simplicity
Operators’ e orts to o er very clear ways for customers to understand their data roaming packages.
E.g. o ering time-based packages.
Transparency
Operators’ e orts to ensure the relevant information is available to facilitate customers’ decision making before, during and after travel.
E.g. charge information, SMS updates.
To document and pro le case examples, this report assesses a range of elements that contribute to the simplicity and transparency of data roaming services. Some of these elements include:
• Information on the availability of data roaming package(s).
• Destinations covered by data roaming.
• Package validity.
• Procedure for enrolling (activation/deactivation).
• How to monitor usage while abroad.
• Techniques to ensure data roaming is still made available in destinations with higher charges than standard zones.
• Added services o ered by operators.
This report thus provides a robust and comprehensive overview of approaches to data roaming that could increase simplicity and transparency for customers.
Methodology
In preparing and producing this report, the GSMA carried out the following activities to collect relevant information:
Desk research: Conducted to get a sense of the general approaches towards data roaming to complement results from the consumer survey, which was conducted in parallel. The initial research considered 20 operators across 20 countries to cover as broad a geographical area as possible to include operators in various regions. One dominant roaming o ering per operator was considered to extract and pro le case examples that operators could learn from in other geographical markets.
Collate industry examples: Based on information available in the public domain, mainly from operator’s websites and data roaming news pages, some operators’ examples were extracted and collated. This process was guided by 23 di erent factors derived from available operators’ o erings re ecting simplicity and transparency of data roaming (see Appendix 1 for full list).
Select focal themes: Findings from the research uncovered a range of factors that in uence operators’ approaches and customers’ decision making towards data roaming. However, six factors appeared to be critical and these were chosen for core assessment. These six factors were further grouped to form three focal themes (product, communication and coverage).
Share preliminary ndings: Initial research ndings were shared in a closed consultation with 15 operators, which generated insightful discussions centred on the three focal themes. Operators’ initial comments were taken forward to further inform the GSMA’s next steps, which included gathering further insights through additional research conducted to include 30 operators across 30 countries.
Conduct survey: An online survey was administered over a period of two weeks to gather further insights directly from some operators to complement the publicly-available information collected.
Highlight and pro le operator’s practices: The ndings section of this report provides a detailed overview, as well as a description of speci c operator’s practices with reference to the focal themes. Part I presents a broad overview of emerging trends by each thematic area to provide a summary of key ndings. Subsequently, part II shares a more detailed description of each operator’s practice(s) as an in- depth case example.
The next section highlights and presents the ndings of the report, which are informed by the research conducted to pro le operators’ case examples.
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Findings and Observations
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The 30 studied operators have adopted a broad range of practices to create a simpler and more transparent data roaming experience for customers. The data and information gathered from operators cross three di erent aspects of the roaming proposition: product, communication and coverage.
This section is divided into two parts. The rst part presents a broad picture of industry trends in which all 30 operators included in this study are assessed, while the second part provides a detailed description of each pro led operator’s approach towards data roaming.
Part I: Emerging Ecosystem Trends
Numerous good examples emerged from the research. Below they are summarised and grouped according to the three focal themes that are aligned with simplicity and transparency. Holistically, the 30 operators exhibit general characteristics that help ensure travellers are provided with a simpler and more transparent data roaming experience, while some practices represent exemplary approaches in some or all three focal themes.
Product
The decision to take-up a given package can depend on how easy the product o ering (charges and allowance) is understood by customers. Likewise, customers are likely to consider the value for money on o er to decide whether or not to pay for a speci c data roaming package.
Product O ering
Many operators are transitioning from a volume-based ($x per MB) charge to a time-based charge structure where customers are o ered voice and data or data- only roaming packages at a at-rate, typically charged for a number days, or a combination of the two, where an allocated volume is charged for a speci ed number of days. These packages are mostly valid for a set period (e.g. one day, three days, weekly or monthly) depending on the operator’s o ering. The dominant time-based product o erings include:
• Roam like at home (RLAH) package: This package allows travelling customers to use their inclusive home bundle allowance (i.e. voice, SMS and data) in covered destinations for an additional fee. Although RLAH commonly incurs a daily surcharge, this package is free within the European Union (EU) and some European Economic Areas (EEA) as a result of a recent regulatory enforcement to abolish roaming charges in the EU/EEA6.
• Unlimited package: Operators o ering this package allow customers access to unrestricted data usage for a speci ed period of validity. Unlimited packages are charged at a at rate (e.g. daily, weekly etc.).
• Allocated volume package: This package type includes an allocated data volume for consumption within a speci ed timeframe for a at rate charge such as $x 100MB for a day or $x for 1GB for a month.
Other (per-MB): Other o erings such as pay-as-you-go rates ($x per MB) or no data roaming package o ered at all.
6 Though EU/EEA RLAH is free of any charges, consumption is subject to Fair Usage Policy (FUP) in order to ensure customers are using reasonable levels of data while roaming. In addition, FUP also applies to some unlimited packages as a way for operators to maintain reasonable wholesale costs.
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Graph 2: Dominant data roaming product offerings among the 30 operators pro led
50% 27%
RLAH Package Allocated Volume Package
Graph 2 shows that RLAH packages are the most common proposition among the 30 operators studied for this report.
Qualifying customer groups are mainly post-paid accounts, though some operators have data roaming packages speci cally targeting prepaid customer groups.
20% 3%
Unlimited Package Other
Roam like at home (RLAH)
A growing number of operators are o ering RLAH to their customers. With this package, post-paid travellers can use their existing home bundle allowance for a at daily charge on the day(s) data is consumed. AT&T, Millicom International, MTS, Turkcell, Verizon, Vodafone and Zain are among the operators o ering RLAH, although there is a variation in the daily charge and the destinations covered by each operator (see Table 1).
Table 1: Operators offering non-EU/EEA RLAH from the 30 pro led
Operator
AT&T, USA
MTS, Russia
Turkcell, Turkey
Verizon, USA
Vodafone, UK
Zain, Kuwait
Daily Charge (local currency)
USD10
RB290
TL19.90
USD10
GBP6
KWD7
Daily Charge (approximately in USD)
10
5
5
10
6
23
Destinations Covered
100
26
73
130
60
160
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ROAMING LANDSCAPE REPORT
In line with the June 2017 EU Regulation to abolish roaming charges within all EU and some EEA destinations, operators within Europe are now o ering RLAH to their customers at no extra charge. This regulation applies to all EU Member States, as well as Iceland, Liechtenstein and Norway. Customers typically have allowances inclusive of voice, text message and data that they use in their home country, which they are also entitled to use within EU/EEA countries without incurring any additional charges. Eight (Deutsche Telekom, KPN, Orange, Telefónica, Telenor, Telia Company, Telecom Italia Mobile and Vodafone) of the 30 studied operator o er this variation of RLAH, some of whom were already o ering RLAH for a surcharge to their post-paid travellers ahead of the EU regulation.
Some EU operators also o er roaming packages to other destinations not covered by the EU Regulation. These include Worldwide Travel and Surf (DT), World Internet Pass (Telefónica), Data Pack World (Orange) and Travel World Pass (TIM).
RLAH is automatically included with most post-paid customer accounts for Turkcell and all other EU/EEA operators. On the other hand, initial subscription to RLAH is required on rst use for AT&T and Verizon customers after which the package becomes active automatically on future travel and a charge is
applied on the days that roaming services are used. The majority of the operators inform customers of activation and usage on arrival abroad, and some of them advise customers to switch-o data roaming on the days they do not want to incur a daily surcharge.
Customers with RLAH typically use mobile data abroad as they would do at home. As customers can choose which days to switch-on their data roaming and pay the daily charge, they can predict their charges prior to and during travel. RLAH’s clear structure gives customers a “worry-free” experience.
Unlimited package
Unlimited packages are o ered by six of the 30 studied operators, including China Mobile, Indosat Ooredoo, KDDI, KT Corporation, NTT DOCOMO
and STC. These packages are o ered for one day (24 hours) with the exception of STC, which o ers a three-day package. Customers wishing to use these unlimited packages are typically required to activate them via text message or via the operator’s website prior to or during travel.
However, China Mobile, KDDI and NTT DOCOMO operate a price threshold trigger, which is similar
to Airtel’s volume-based package charge (see next section). For example, China Mobile’s package starts as a pay-as-you-go proposition until customers’
daily charge reaches a threshold. On reaching this threshold, China Mobile’s customers are automatically enrolled to an unlimited daily package and charged the maximum daily charge, irrespective of data consumption. Similarly, KDDI and NTT DOCOMO provide their customers with a lower and upper limit charging scheme regardless of data consumption. In this charging model, the lower limit charge is applied on activation of the package, but when consumption exceeds a set data volume, it triggers an upper limit charge for customers to surf without additional charges for 24 hours.
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Table 2: Volume-based Packages offered among the 30 operators pro led
Operator
Airtel “Roam without fear”
America Movil (Telcel) “Daily roaming pass”
Axiata “1-day internet pass”
Etisalat “Daily data plan”
Hutchison 3G “Daily data roaming pass”
SK Telecom “T Roaming OnePass 100”
Telstra “International day pass”
Volume-based package
Daily Charge (local currency)
Rs.649
MXN$199
RM38
AED35
HK$138
Krw9900
AUD$10
Daily Charge (approximately in USD)
9
10
1
9
17
8
7
Allocated Volume Allowance (MB)
500
150
500
500
100
100
100
Some operators have modi ed volume-based charging to make it more appealing to customers. Operators
are providing volume-based packages with a speci ed data allowance for a at rate, for instance 100MB for a day or 150MB for a week and so on (see Table 2).
In some cases, this charging mechanism is automatically activated or customers may need to enrol into a preferred package, via short-code text message, website self-service portal or by visiting any of their retail stores. For example, Airtel customers are automatically enrolled to a daily package when pay-as-you-go charges reach the minimum charge of the available daily package, while Axiata automatically activates the daily package when customers consume more than a free 1MB.
In general, there is a transition from per-MB charging to time-based charging models. Most of the time- based product o erings typically come with a one-o cost for the validity period, which assures customers of no further charges on exhaustion or expiry of the subscribed package.
Bill shock prevention
Some operators have measures in place to prevent and reduce instances of bill shock for customers regardless of the o ering type or destination visited. The data service is usually suspended on expiry of unlimited and allocated volume packages, while suspension occurs on exhaustion of the monthly home bundle allowance for RLAH packages. In all instances, customers are able to reactivate the same or di erent package, when service suspension occurs.
Various operators employ several approaches to prevent customers from experiencing unexpectedly high charges for using their mobile phone abroad.
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Graph 3: Common bill shock prevention measures among the 30 operators pro led
30 25 20 15 10
5 0
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Nearly all operators employ one or more measures to protect and prevent customers from bill shock, including:
• Usage update: Frequent text message alerts to inform customers they have reached di erent consumption levels and on expiry or exhaustion of allowance.
• Price cap: Operators set up maximum threshold charges per day, week or month, where customers will not be charged beyond the set threshold regardless of data consumption.
• Data cap: Automatic deactivation of the subscribed package when customers exhaust their allocated data volume or when the validity period of a package elapses.
• Customer preferred cap: Customers can restrict their data consumption by setting up a preferred cap. Operators allow customers to choose how much data to consume to trigger suspension of their data usage. Customers can restrict their consumption through short-code text message, mobile application or via their operator’s website portal.
• Real-time data tracking: Enabling customers to track their consumption by sending text message enquiries or through a mobile application.
• Network steering: Allowing customers to use data services only on preferred partner operator’s networks and blocking data use on non-preferred operator’s networks in the visited destination.
Graph 3 shows the proportion of the 30 studied operators adopting each measure.
Usage update
Price cap
Data cap/ suspension
Customer preferred cap
Number of operators
Ream-time data tracking
Network steering
Other
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As Graph 3 shows, usage updates are the most common means of reducing bill shock. Over 25 of
the operators indicated that customers are sent text messages on reaching a certain percentage of their volume allowance or when speci c data volume has been consumed. For instance, Etisalat sends text message noti cations when customers have used up 50%, 80% and 100% of their data allowance, while NTT DOCOMO sends text message updates at consumption volumes of 10MB, 20MB and 30MB.
As discussed in the previous section, Airtel and China Mobile use a price threshold trigger, while KDDI and NTT DOCOMO use a consumption threshold trigger to prevent unexpected charging via these price
caps. In fact, KDDI and NTT DOCOMO use a two-
tier consumption cap from initial activation to allow customers to enjoy unlimited data usage when the upper limit charge has been triggered. Moreover, the EU operators studied also have a monthly price cap for RLAH subscribers, which results in service suspension unless customers opt to continue using data services.
For most packages, data usage is capped and deactivated on exhaustion or expiry of the package. When customers use up their home bundle allowance in RLAH subscriptions, data service is typically suspended for the rest of the month unless customers subscribe to another package to access more data volume. For instance, Deutsche Telekom customers can subscribe to “Travel & Surf” on exhausting their monthly (RLAH) home bundle allowance. Unlimited packages are usually valid for 24 hours and data service is automatically suspended at 23:59 (operator’s local time) unless customers reactivate the same or a di erent package where available. Volume allocated packages are also suspended on exhaustion of the allocated allowance or at the end of the validity period.
Some operators provide customers with the option
of tracking their data consumption in near real-time typically via a mobile application (see section on mobile application below) or by using a short code text message to check their data usage. In some cases, customers can also set their data cap via the mobile application or via the operator’s website (e.g. Vodafone and TIM). These are discussed further in the next section on communication.
Furthermore, at least seven operators (Axiata, Etisalat, Hutchison 3G, MTS, SK Telecom, STC and Zain) use a network steering mechanism where
data usage is blocked on non-preferred operators’ networks to avoid unexpected charges generated from latching onto a non-preferred operator’s network. However, this mechanism is typically only possible where an operator has established at least one bilateral roaming agreement with a local operator in the visited destination.
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Communication
This section highlights and assesses various communication channels and strategies operators use to better engage with their customers for di erent roaming-related activities at di erent stages of travel. The majority of operators engage with customers
via their website, text messages and a mobile application. For each of these channels, the nature
of engagement depends on whether a customer is considering the use of data roaming prior to a trip (before travel), checking their data consumption while abroad (during travel) or viewing their charges for a recent trip on return home (after travel).
Website
Operators’ websites are typically the rst point
of enquiry for customers to access information
when considering the use of mobile data roaming. Customers access their operator’s website to check information relating to data roaming and also manage their accounts where this is available. An operator’s website serves di erent purposes before, during
and after customers travel abroad. The purposes of engagement are outlined in Table 2:
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Table 3: Customer Engagement via the website
Before Travel
Check availability of data roaming package(s)
Coverage of available data roaming package(s) in the destination to
be visited, typically shown on an interactive map or destination list by coverage zones
Data roaming charges in the destination with an available package or applicable charges where no data roaming package is available
Step-by-step instructions on how to switch-on/switch-o data roaming on mobile phone
FAQs section to address further queries related to data roaming
Interactive virtual assistance via website live chats
During Travel
Activate data roaming package(s)
Monitor usage and view summary of data roaming charges for the trip
Set data cap (restrict data consumption)
After Travel
Detailed breakdown of data consumption and charges for the trip
Contact operator for further enquiry, typically related to billing/charges.
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The vast majority of operators studied have a website with dedicated roaming web pages. The roaming web pages tend to detail available data roaming packages, destination coverage, qualifying customer groups, charges, terms and conditions, subscription procedure, FAQs and useful roaming tips. Many of the operators
studied have clear navigation tabs to access the roaming web pages with relevant information provided. For example, Etisalat and SK Telecom’s roaming
pages (see Images 3 and 4) are easily accessible from the operator’s website home pages where relevant information is provided on entering the page.
Image 3: Operator’s website with clear navigation tab to roaming page
Roaming pages on operator’s websites to access relevant package information
Source: Etisalat (2017) [Aceessed: 17th December 2017]
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Image 4: Operator’s website showing package information
Roaming pages on operator’s websites to access relevant package information
Source: SK Telecom (2017) [Accessed 17th December 2017]
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Some operators’ websites, such as those of Verizon and Vodafone, make recommendations of applicable and available data roaming packages when customers enter their travel destination and/or account type (see
Images 5 and 6). Deutsche Telekom, MTS, Orange, Telstra and a few others also provide customers with virtual assistance through a live chat feature on their websites (see Image 6).
Image 5: Interactive website features
Source: Verizon Wireless (2017) [Accessed 24th December 2017]
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Clear information tabs to address customer’s concerns
Interactive website function to make recommendations based on travel destination


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Image 6: Operator’s website with virtual assistance feature
Virtual assistance through website live chat
Source: Vodafone (2017) [Accessed 20th December 2017]
Text messages (SMS alerts)
Text messages are a key communication channel for operators to share updates and con rm service use to their travelling customers. Text messages are sent and received between the customer and operator at the di erent stages of travel (see Table 4). Some operators use text messages to activate and inform customers of their data usage for free, while other operators charge for text messages at standard rates.
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Table 4: Customer Engagement via Text Message
Before Travel
Advertise data roaming packages to keep customers aware, when/if they decide to travel
Travel tips
During Travel
Send welcome SMS to customers on arrival abroad
Inform customers of availability of a data roaming package or applicable charges in the visited destination
Prompt customers to activate/enrol to a data roaming package
Con rm activation (automatic or customer subscribed) of a data roaming package
Informative usage updates at di erent consumption points (e.g. 50% consumption)
Reminder of package exhaustion/expiry and notice of service suspension on exhaustion/ expiry of remaining allowance
Instructions on how to switch-on/switch-o data roaming on mobile phone
After Travel
Summary of charges for the trip
Administer customer satisfaction survey
Appreciation SMS for using operator’s data roaming service
While some operators speci cally explain when
and how they will send customers text messages to inform them of roaming charges or available roaming packages in the destination visited, other operators are not explicit about the type and nature of text messages they use to engage customers.
For example, NTT DOCOMO customers receive text message alerts when they arrive in a destination to let them know if a data roaming package is available in that destination. Customers can then use short text message codes to subscribe to the package, and they will subsequently receive updates of their data consumption (at 10MB, 20MB and 30MB) as well as on expiry of the daily package. Indosat Ooredoo and Telstra customers are also noti ed of available data roaming packages upon arrival abroad.
Text messages are also used to con rm activation/ deactivation of a data package. For example, Axiata sends customers a text message to notify them of package activation after they have used up the daily free data (i.e. 1MB) and Etisalat also sends its customers a text message to con rm activation of a package.
Operators across the board are increasingly using text messages to keep customers up-to-date on their use. KPN sends text message updates when a customer reaches 50%, 75% and 100% of their data volume, while Turkcell does the same at 80% of the customer’s date volume. Telstra sends texts at 50%, 85% and 100% of their data volume.
Customers are also noti ed via text messages on exhaustion/expiry of their package allowance, which they can reply to activate another data package or decide to switch-o . For example, DT customers receive a text message to activate the ‘Travel and Surf’ package when allocated data volumes in the RLAH package are exhausted. Similarly, Etisalat and Telenor customers can also subscribe and re-subscribe to a package via short-code text message on exhaustion/ expiry of their packages.
Text messaging is a quick and simple channel
that customers can access at any stage of travel,
even without internet access. This makes it a very convenient form of engaging with customers, especially for keeping customers informed of package availability and their consumption.
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ROAMING LANDSCAPE REPORT
Mobile application
An increasing number of operators are introducing a range of capabilities within their mobile applications to keep customers in control of their data roaming experience when they travel and when they are
at home. As with the other two other channels of communication, customer engagement via the mobile application varies depending on the stages of travel (see Table 5).
DT, Indosat Ooredoo, Telenor, Telstra, STC and other operators o er usage of their mobile application at a zero-rated (free) charge, so the customer doesn’t pay for the related data tra c. Mobile applications are used by customers mainly during and after travel to check usage and charges for the trip. Approximately half of the 30 operators studied for this report have mobile applications for customers to manage their accounts, view/pay bills and subscribe to available packages.
Table 5: Customer Engagement via Mobile Application
Before Travel
General account management of domestic voice/text and/or data packages
Push noti cations of available data roaming packages for use on future travel
During Travel
Check data roaming information (package availability, price, allowance, coverage etc.)
Activate available data roaming package
Real-time data usage tracking
Set-up restrictive data cap
Summary of charges based on consumption
Contact customer care
FAQs to address further queries related to data roaming
After Travel
Full billing/charge information
Push noti cations (future travel tips, data roaming package)
Administer customer satisfaction survey to rate mobile application or the data roaming package used
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ROAMING LANDSCAPE REPORT
Some operators have mobile capabilities that allow near real-time tracking of data consumption and associated charges. Etisalat, KPN, NTT DOCOMO (overseas usage), STC, Telefónica, Telenor, Telstra (plan manager), TIM and Vodafone (data manager) provide mobile features to allow customers to track/monitor their usage and
in some cases, cap their data use (e.g. Vodafone’s data manager or Telefónica’s data consumption manager). Hutchison 3G customers can also track their charges in real-time via the operator’s 3Data roaming daily pass app. Notably, KDDI’s package is only enabled when a customer selects “start” in the mobile application or via the web browser.
Coverage
With the growing availability of time-based data roaming packages, operators are increasingly faced with the imminent challenge of increasing coverage whilst managing wholesale costs of their data roaming packages. As a means to encourage customers to use their mobile phones whenever and wherever they want, operators are including additional destinations within their data roaming packages. However, that can depend on whether or not they have a bilateral wholesale agreement with one or more partner operators. In order to increase coverage of destinations within a data roaming package, operators usually:
• Agree on appropriate frameworks to manage partner operators in top travel destinations, especially those covered in a time-based data roaming package.
• Maintain reasonable and simpli ed wholesale costs and agreements that do not constrain the operator’s ability to provide data roaming services in covered destinations, especially where unlimited packages are o ered.
Although the majority of the operators studied cover up to 100 destinations with one or more data roaming packages, there are a number of destinations not covered by data roaming services and these vary from operator to operator. Though voice/text roaming are sometimes available in some of these destinations, others have no roaming at all available. These destinations are classi ed here as “outliers”. Data roaming is unavailable in some of these destinations typically for one or more of four reasons:
1. Low infrastructure development: Predominantly destinations in Africa, such as Angola, Chad, Mali and Niger.
2. Con ict-a ected zones: Mostly war-torn regions where data communications infrastructure could have been destroyed or blocked because it is rendered ‘unsafe’ (for example, Congo, Libya, Sudan and Syria). In these scenarios, business negotiations among operators are typically suspended as a result of the non-availability of required personnel or delivery systems to provide customers with a data roaming service.
3. Monopoly economies: Destinations where high wholesale costs can constrain external operators from o ering data services to their customers visiting these destinations. Cuba and North Korea fall in this category.
4. Small island destinations: Operators in small islands may look to leverage inbound data roaming tra c from roamers to make revenue because they have lower outbound tra c. Therefore, they impose higher wholesale costs. Belize, the Cook Islands, the Maldives, the Seychelles and others fall within this outlier group.
24


Image 7: Some destinations not covered by some operators from the 30 pro led
Syria Tajikistan North Korea
Belize Cuba Mali Libya Angola Lesotho Somalia
Operators typically employ one or more of the three strategies to prevent customers from unexpectedly high charges in these outlier destinations:
Blend: A select few operators are integrating higher cost destinations within a broader regional data roaming package that aims to even out the costs across the di erent destinations. This approach can be taken by operators trying to cover destinations within close proximity to their home market or their customers’ top travel destinations.
Block: Operators may choose to not have bilateral roaming agreements with operators in some outlier destinations. However, in cases where roaming is in place (i.e. there is a partner operator), non-preferred operator’s networks are blocked from customers’ data use to avoid unexpected charges.
Inform: Operators use interactive coverage maps
on their websites to show the destinations covered (and those not covered) by a data roaming package. Furthermore, operators also use text messages to make customers aware of higher roaming charges (typically pay-as-you-go charging) or the non-availability of data roaming services in visited outlier destinations.
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
Part II: Operator Case Examples
This section goes into further detail, outlining each
of the 30 studied operators’ practices and approach towards data roaming in their speci c markets. Once again, the information contained in this report was collected from publicly available sources, mainly operators’ websites.
The operators and markets that are pro led in this section are:
Table 6: Operators and Markets Pro led
Airtel, India
Axiata Group (Celcom), Malaysia China Unicom, China
Hutchison 3G, Hong Kong
KPN, Netherlands
MTN, South Africa
Orange, France
Telefonica (Movistar), Spain Telstra, Australia
Verizon, USA
America Movil (Telcel), Mexico
China Mobile, China Deutsche Telekom, Germany Indosat Ooredoo, Indonesia KT Corporation, South Korea MTS, Russia
SK Telecom, South Korea Telenor, Norway
TIM, Italy
Vodafone, UK
AT&T Mobility, USA
China Telecom, China
Etisalat, UAE
KDDI, Japan
Millicom International (Tigo), Guatemala NTT DOCOMO, Japan
STC, Saudi Arabia
Telia Company, Sweden Turkcell, Turkey
Zain, Kuwait
26


Package Charge
E ective per day charge
Validity (days)
Data Allowance
Voice (incoming) Allowance
Text Message Allowance
Rs.499 Rs.2999 Rs.3999
Rs.499 Rs.299 Rs.133
1 10 30
500MB 3GB 5GB
Unlimited Unlimited Unlimited
100 100 100
ROAMING LANDSCAPE REPORT
Airtel
Airtel operates across 20 countries in Africa and Asia, o ering various retail and enterprise services. Some of the retail services include mobile, broadband and entertainment. The roaming proposition outlined below is available from Airtel in India, where it serves 250 million subscribers7.
Product
Three volume-based roaming packages8 inclusive of voice, text and data allowances are available to post- paid customers valid for 1, 10 or 30 days with speci ed data volumes (see table below). Airtel’s daily package starts from 500MB for Rs.649, valid for a day. The daily package is available for subscription via the operator’s website or calling the customer centre (121) in advance or automatically activated based on daily charges.
To prevent bill shock, customers are initially charged pay-as-you-go rates until the daily charge reaches
the minimum price threshold of the daily package, which triggers the automatic activation of the package bene ts for that day. The package and accompanying bene ts are automatically deactivated upon exhaustion of the allocated data allowance or on package expiry.
Table 7: Airtel “roam abroad freely” packages
Communication
Airtel engages with customers on roaming-related matters through the website and text messages. The website allows customers to access and manage their account, view information related to available roaming packages, the activation process and charges, as well as package terms and conditions.
Text message alerts are sent to customers upon arrival in another country and this channel is also used by customers to activate a preferred data roaming package via a short code text message.
Coverage
The 107 destinations included in Airtel’s daily package are grouped into four zones: Zone A (6 destinations), Zone B (50), Zone C (8), and Zone D (43)9.
Source: Airtel (2017) [Accessed: 24th December 2017]
7 Airtel (2018) Company Pro le. Available at: https://www.airtel.in/about-bharti/equity [Accessed: 28th January 2018]
8 Airtel (2017) Airtel International Roaming Packs. Available at: https://www.airtel.in/ir-packs [Accessed: 24th December 2017]
9 Airtel (2017) Terms and Conditions: Airtel International Roaming Value O er. Available at: https://s3-ap-southeast-1.amazonaws.com/
bsy/iportal/images/TnC-International-Roaming-1st-Aug17-copy.pdf [Accessed: 24th December 2017]
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ROAMING LANDSCAPE REPORT
America Movil (Telcel)
America Movil is a Mexico-based operator with a footprint in 25 countries in Latin America, Europe and the Americas, operating under brands, such as Claro, Tracfone, Telcel, and Telecom Austria. The proposition outlined below is from its Telcel brand in Mexico(10,11).
Product
Telcel o ers Mexican travellers data roaming packages (traveller packages) for daily, weekly or monthly usage. There is one daily pack, two weekly packs and nine monthly packs available for a volume-based charge, depending on the travel destination. The daily pack provides customers with an allowance of 150MB for a charge of MXN$75 and MXN$199 to Latin America and Europe, respectively12.
The daily package is suspended after 24 hours unless customers re-subscribe to the same or alternative package. Customers who are not enrolled on a package are charged pay-as-you-go rates.
Communication
Telcel’s website provides roaming information (available packages, allowance, coverage, validity, price, customer service contact, and activation/ deactivation procedure). Customers can access and manage their accounts (including package activation) via a website portal and they can use live chat for real- time virtual assistance.
Customers receive a welcome text message on arrival abroad and can use short code text messages to activate preferred packages (e.g. sending M015US to 5050) and check their balance (*133#).
The MyTelcel application is available for customers to manage their accounts and activate preferred packages. Customers can also view their data usage on the mobile application.
Coverage
Telcel’s package is available in over 180 destinations13. The covered destinations are grouped into three zones, including USA, Canada and Latin America (19 destinations), Preferred Europe (36) and Worldwide Special (84). Laos, Lesotho, Swaziland and some other destinations are not covered by data roaming services.
10 America Movil (2017) About Us: Introduction. Available at: http://www.americamovil.com/about-us/our-company [Accessed: 24th January 2018]
11 America Movil (2017) About Us: Subsidiaries and A liates. Available at: http://www.americamovil.com/about-us/footprint [Accessed: 24th January 2018]
12 Telcel (2018) International Traveller Packages. Available at: http://roamingextranjero.telcel.com/paquetes.html [Accessed: 24th January 2018]
13 Telcel(2018).Concoberturaenmasde180paises.Availableat:https://www.telcel.com/content/dam/telcelcom/Telefonia/viajero-internacional/archivos/
viajero-internacional-guia-plan-v2.pdf [Accessed: 24th January 2018]
28


AT&T
AT&T is a Fortune 500 company and one of the largest telecommunication provides in the United States, with a footprint in over 30 countries. AT&T provides mobile and wireless, network and entertainment services to more than 100 million subscribers in the USA14.
Product
AT&T o ers two roaming packages (international day pass and passport), inclusive of data, voice,
and text messages. The recommended package
on AT&T’s website is the international day pass15, which is available to post-paid customers for a $10 daily charge to use their home bundle allowance in covered destinations (RLAH). This roaming package can be added to a device prior to travel and becomes activated when customers use roaming features abroad. After initial subscription, the package is automatically activated on subsequent travel.
To protect customers from unexpected charging, the daily fee applies only on the days when the roaming feature is triggered. There are also instructions on how to switch-o mobile data roaming for the days that customers do not intend to use the data roaming service.
Communication
AT&T’s website has roaming information that includes package availability, coverage, validity, price and partner operators per destination. There is also a dedicated web document for travel tips and FAQs16 page to address common customer queries. A live chat service is available on the website and customers logged onto myAT&T online account can access a ‘trip planner’ for personalised travel recommendations.
Customers are sent a welcome message upon arrival abroad and a con rmation text on the availability
of the pass in the visited destination. A reminder message of how the pass works and usage alerts are also sent to customers.
The myAT&T mobile application is available for account management and activation of roaming packages.
Coverage
The three coverage zones in AT&T’s roaming service are: (1) Canada and Mexico, (2) Europe, Asia Paci c, Latin America and the Caribbean and (3) Rest of World. The international day pass is available in at least 100 of those destinations. Coverage information is available on an interactive map, which highlights destinations covered and those not covered by the pass. Data roaming is unavailable in Central African Republic, Ethiopia, Libya and North Korea.
14 AT&T (2018) Company Pro le. Available at: http://about.att.com/sites/company_pro le [Accessed: 28th January 2018]
15 AT&T (2017) International Day Pass. Available at: https://www.att.com/o ers/international-plans/day-pass.html [Accessed: 12th November 2017]
16 AT&T (2018) International Travel Tips and FAQs. Available at: https://www.att.com/shopcms/media/att/2017/PDFs/IMP-B2C-300910_IDP_Travel_Tips-17q1.
pdf [Accessed: 25th January 2018]
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
Axiata Group (Celcom)
The Axiata Group17 serves about 320 million customers in ten countries, with a controlling interest in six
major Asian telecommunications brands. The group’s operating subsidiaries include Celcom (Malaysia), XL (Indonesia), Dialog (Sri Lanka), Robi (Bangladesh), Smart (Cambodia) and Ncell (Nepal). Axiata’s services include e-commerce, entertainment, advertising, mobile communications and infrastructure. The roaming proposition outlined below is from Celcom Malaysia.
Communication
Celcom’s website contains relevant roaming information including available package(s), package charge, activation procedure, allowance, coverage, eligible customers and FAQs. The FAQs page addresses common customer queries in relation to the package. The website also has an easy-to-read terms and conditions page.
Customers can use short code text messages to activate a package prior to travel, otherwise package activation automatically occurs after 1MB consumption. Customers also receive a welcome text message and noti cation text advising them to switch to a preferred partner network and updates when the daily package has been exhausted.
Celcom o ers ‘MyCelcom Postpaid App’ for customers to view, track usage, pay bills and make purchases. Use of the application is deducted from customers’ existing volume allowance.
Coverage
The daily pass is available in 160 destinations, six
of which are covered by Axiata Group companies (Bangladesh, Cambodia, Indonesia, Nepal, Singapore and Sri Lanka).
Product
Malaysian travellers are o ered three roaming packages18 (1-day Internet pass, 1-day Social Roam pass, 1-day Basic Internet pass), which were launched as part of the Celcom PassportTM “worry-free” roaming. The 1-day Internet pass19 allows post-paid customers to use 500MB daily allowance for RM4.99 in certain destinations and RM38 in others. Travellers can consume up to 1MB for free after which the 1-day Internet pass is automatically activated.
The package daily charge is capped, though customers can still use internet services at a slow speed (64kbps) until the package automatically renews after 11:59pm Malaysian time. In addition, data roaming is blocked
on non-preferred operators’ networks to prevent unexpected charging. Customers are charged
once daily even if they travel to multiple covered destinations in a day and travellers have the option of buying an additional 100MB for RM10.
17 Axiata Group (2018) Group Pro le. Available at https://www.axiata.com/corporate/group-pro le/ [Accessed: 25th January 2018].
18 Celcom Axiata (2018) Freedom of Roaming with Celcom PassportTM Available at: https://www.celcom.com.my/personal/prepaid/international/roaming/
celcom-passport [Accessed: 2nd January 2018]
19 Celcom Axiata (2018) 1-Day Internet Pass. Available at: https://www.celcom.com.my/personal/prepaid/international/roaming/celcom-passport/1d-internet-
pass [Accessed: 2nd January 2018]
30


China Mobile
China Mobile is a large Chinese operator with a subscriber base of around 850 million. China Mobile o ers broadband, mobile (voice and data) and multimedia services20. The roaming proposition outlined below is from the operator’s Chinese market.
Product
China Mobile o ers customers daily data roaming passes21 costing CNY30, CNY60 and CNY90, depending on the destination visited. These roaming plans are available for activation via the website self- service portal or automatically activated once pay-as- you-go charges reach the minimum price threshold of an available package, which is typically CNY30.
Communication
China Mobile’s website outlines all package information and provides access to a self-service portal for general account management and package activation. There
is also a list of all destinations covered by each of the plans on the operator’s roaming webpage. Customers can also search for destinations and get information on package availability and recommendations for
the destination searched, applicable pay-as-you- go charges, partner operators, country codes, local Chinese consulate, time and weather.
Text messages are also used to engage with customers, for instance, to welcome them on arrival abroad and to o er further support.
China Mobile also uses over-the-top services to promote roaming, for instance, through the WeChat mobile application, where the operator shares updates and promotions with customers.
Coverage
China Mobile’s data roaming package is available in 201 destinations divided into three groups, according to the package charges. The CYN30 package covers almost 160 destinations, while the CNY60 and
CNY90 packs are available in 37 and 7 destinations, respectively. Data roaming is unavailable in some destinations, including Andorra, Lesotho, Libya and Syria. Similarly, data roaming is also unavailable on speci c operator’s networks, for example data service is unavailable on the Seychelles Cable and Wireless network in the Seychelles22.
China Mobile recently announced the “end of bill shock” for its customers through this data roaming plan, because the daily charge is capped at CNY90 per day regardless of data consumption. Upon consuming data that exceeds the operator’s fair use policy, customers can still use an additional 20MB for free before the data service is suspended.
20 China Mobile (2018) Group Introduction. Available at http://www.10086.cn/aboutus/culture/intro/index/ [Accessed: 25th January 2018]
21 China Mobile (2018) 30 yuan, 60 yuan, 90 yuan per packet preferential tari s. Available at http://www.10086.cn/roaming/yewu/306090/bj/ [Accessed:
25th January 2018]
22 China Mobile (2018) Country Details Page. Available at: http://www.10086.cn/roaming/country/indexc.html?country_id=171 [Accessed: 4th January 2018]
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
China Telecom
China Telecom provides telecommunications services, including internet access, mobile and wireline services. The company serves about 200 million subscribers in the Chinese market(23,24).
Product
A seven-day unlimited data roaming package is available to post-paid customers for CNY16025. The package enables customers to use unrestricted data services for seven days in covered destinations.
Communication
A 24-hour international roaming hotline is available for free to address enquiries related to international roaming and also to activate international roaming. Customers can also activate international roaming services at China Telecom’s retail outlets.
A user guide on the website presents roaming information before and during travel as well as package information, coverage, activation procedures, customer centre contacts, and how to use short text message enquires for di erent purposes.
China Telecom also uses text messages to welcome customers abroad and share information regarding how to make/receive calls, how to send/receive text messages, the operator’s contact information and details of the local Chinese Embassy in the visited destination.
Coverage
There are 258 destinations covered by China Telecom’s roaming services and the above roaming package covers 47 European and 2 Oceanian destinations.
EU/EEA destinations: European destinations:
Austria, Belgium, Poland, Germany, France, Finland, Netherlands, Czech Republic, Latvia, Lithuania, Liechtenstein, Malta, Norway, Portugal, Sweden, Switzerland, Slovak Republic, Spain, Greece, Hungary, Italy, Ireland, Bulgaria, Russian Federation, Vatican City, Finland Aland Islands, Montenegro, Corsica (France), Croatia, Romania, Monaco, Norway Svalbard and Jan Mayen, Azores, Portugal, the former Yugoslav Republic of Macedonia , Serbia, Cyprus, Spain Mallorca, Spain Menorca, Spain Ibiza, Greece Crete, Greece Rhode Island, Italy Sardinia, Italy Sicily, United Kingdom, San Marino, Denmark, Luxembourg.
Oceania: Australia and New Zealand.
23 China Telecom (2018) Overview, Available at: http://www.chinatelecom-h.com/en/company/company_overview.php [Accessed: 27th January 2018] 24 China Telecom (2014) International Roaming. Available at http://sh.189.cn/en/products/is_callroaming.html [Accessed: 24th January 2018]
25 China Telecom (2014) Belt and Road. Available at: http://manyou.189.cn/newgm/ydyl.do [Accessed: 27th January 2018]
32


China Unicom o ers customers two daily data roaming packages. The packages provide 100MB for CNY20 and CNY50, depending on the visited destination27. Where a customer visits multiple covered destinations in a day, the package applies per destination visited.
This package is available to post-paid customers for activation via Unicom’s website portal, text message or by calling its customer service hotline. The package is suspended after 24 hours of use or on exhaustion of the allocated allowance, unless customers subscribe further.
26 China Unicom: General Introduction. Available at: http://www.chinaunicom.com.cn/introduction/inter-list.html [Accessed: 25th January 2018]
27 China Unicom (2017) International, Hong Kong, Macao and Taiwan roaming. Available at: http://iservice.10010.com/e4/transact/basic/roam-iframe.
html?menuCode=000300030001 [Accessed: 25th January 2018]
ROAMING LANDSCAPE REPORT
China Unicom
China Unicom is a telecommunications provider with a presence in 25 countries spanning Asia, Americas and Europe. The operator o ers xed line and mobile communications as well as government enterprise systems services26. The roaming proposition outlined below is available in the Chinese market.
Product
Communication
The operator’s website makes available package information, including covered destinations, cost, data allowance, eligible customer groups, customer service contact line and travel tips.
Customers can subscribe to the package by sending short code text messages to “10010” to activate or cancel the service.
Coverage
Zone 1 is made up of Taiwan, Hong Kong and Macau, while Zone 2 includes about 150 destinations further grouped into two. The rst group of destinations are those charged CNY20 (Asia; 8, Europe; 54, Americas; 8, Oceania; 5, Africa; 1) while the second group are those charged CYN50 (Asia; 18, Europe; 44, Americas; 4, Oceania; 7, Africa; 8).
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ROAMING LANDSCAPE REPORT
Deutsche Telekom
Headquartered in Bonn, Germany, Deutsche Telekom is present in 50 countries providing xed, network, broadband, mobile and other ICT services to consumers and businesses. The operator serves over 160 million mobile subscribers28 in the German market, where it o ers the roaming proposition outlined below.
Product
Communication
The operator’s website presents customers with roaming information for their chosen destination (price, country group, roaming partners, how to enable data roaming and FAQs). Where available, a package is suggested for that destination. Customers have access to further assistance via the website’s live chat facility.
Customers receive a welcome text message on arrival abroad as well as a con rmation message for package activation/use and usage update (before exhaustion or expiry of allowances).
DT o ers a free mobile application for customers for account management, package activation and usage tracking.
Coverage
RLAH is o ered in 44 EU/EEA destinations categorised as group 1 destinations, while Travel & Surf is available in about 200 destinations across groups 2 and 3 destinations. Group 2 includes North America and other EEA destinations, while group 3 is the rest of the world.
DT o ers roam like at home (RLAH) within the EU/ EEA, while its “Travel & Surf Worldwide” package is available in destinations within and beyond EU/EEA. RLAH customers use their home bundle allowance without a surcharge within EU/EEA destinations. Travel & Surf is a volume-based ‘worldwide’ option charged on a daily or weekly basis (50MB for €2.95 per day or 150MB for €14.95 per week29). RLAH is automatically activated without the customer having to subscribe, while Travel & Surf requires customers to activate
and choose their preferred data volume allowances. Customers can activate the package abroad via the operator’s mobile/website self-service portal or using short-code text messages.
To prevent unexpected charges, service suspension occurs on exhaustion of the allocated home bundle allowance, coupled with a monthly price cap of €59.50. RLAH customers can choose to activate the Travel & Surf package to access additional data volume.
28 Deutsche Telekom (2018) Group Pro le. Available at https://www.telekom.com/en/company/details/leading-european-telco-355194 [Accessed: 27th January 2018]
29 Deutsche Telekom (2018) Abroad and Roaming. Available at https://www.telekom.de/unterwegs/tarife-und-optionen/roaming [Accessed: 04th January 2018]
34


Etisalat
Etisalat is one of the largest operators in the Gulf region with a footprint in 16 countries across various continents and a total customer base of 140 million30. The operator has roughly 10 million subscribers in the UAE31, where it o ers the roaming proposition outlined below.
Product
The operator recently revamped its roaming packages as part of a “long-term strategy” to meet customers’ needs. Etisalat now provides seven roaming packs
for daily (data daily and daily combo plans), weekly (Combo and Umrah and Hajj packs) or monthly (Economy, Business and First class packs) usage. For
a at daily rate of AED3532, customers can use 500MB for 24 hours. Initial subscription is required, but the package is subsequently renewed automatically for the days when the customer uses data while abroad. This package can be purchased in advance and also up to six times in one day.
On exhaustion/expiry of the daily allowance, the throughput speed is reduced (to 128kbps) and data roaming is blocked when customers are not on a preferred partner operator’s network. Although this is a default measure, customers can use short code text messages to block/unblock this feature.
Communication
On Etisalat’s website, clicking a tab (“roaming plans”) on the home page displays roaming information, such as available packages, price, validity, and terms and conditions.
The operator sends text messages to welcome customers abroad, con rm package activation and con rm package deactivation/expiry. Text message alerts are used to notify customers at 50%, 80% and 100% of their consumption. Customers can also check consumption using a short code text message, with requests charged at standard rates.
A mobile application is available for account management (bill payments, purchase/subscribe to domestic and roaming plans, share data or credit etc.). A feature of the mobile application allows usage tracking and provides customers with a consumption pattern.
Coverage
The daily data plan is o ered in 100 destinations
on more than 200 partner operators’ networks. All partner operators in covered destinations are listed on Etisalat’s website to make customers aware of
the networks to register on to access data roaming services. Data roaming is not available on non- preferred operator’s networks in covered destinations. Standard rates apply in destinations not covered by the data plans outlined above.
30 Etisalat (2017) Company Pro le. Available at http://www.etisalat.com/en/about/pro le/company-pro le.jsp [Accessed: 24th December 2017]
31 Khaleej Times (2018) UAE Mobile Subscribers touch 18.7 million in H1 2018. Available at https://www.khaleejtimes.com/business/telecom/uae-mobile-
subscribers-touch-187-million-in-h1-2017 [Accessed: 20th January 2018]
32 Etisalat (2018) Daily Roaming Packs. Available at https://www.etisalat.ae/en/consumer/mobile/mobile-plans/roaming/daily_roaming_packs.jsp#
[Accessed: 23rd January 2018]
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
Hutchison 3G
Since its launch in the 1980s, Hutchison 3G has evolved operations to include Denmark, Indonesia and UK
in addition to Hong Kong. Services o ered include mobile, xed line, broadband and network services as well as enterprise cloud and data centre solutions33. The operator’s roaming o ering in Hong Kong is outlined below.
Communication
Customers have access to roaming-related information on the operator’s website where they can nd available roaming packages in applicable destinations, package terms and conditions, activation procedure, list of coverage destinations and preferred partner operators.
Customers are sent a welcome text message on arrival in a new country and they can use text messages
to activate/deactivate the daily package, receive con rmation of activation/deactivation, check
for partner operators in visited destinations and instructions on how to switch-on/o data roaming.
The 3Data Roaming daily pass mobile application allows a traveller to access information on their data roaming service, as outlined on the operator’s website. The mobile application also allows customers to activate and deactivate the daily package and view real-time data charges.
Coverage
The daily data roaming package is o ered to 161 destinations across Asia (33 destinations), Europe (51), Americas (51), Middle East (10) and Africa (18). These are listed on the operator’s website along with preferred partner operators35.
Product
Travellers can choose from a variety of roaming packages, such as Daily Data Roaming passes, Roam- in-Command, Europe Roaming pass, 3RoamLite pass and 3Roam data plan34, covering 1 day, 6 days, 14 day or monthly trips. The operator recommends the Daily Data Roaming pass for post-paid customers. The package o ers 100MB for 24 hours charged at between HK$138 and HK$198, depending on the travel destination.
Data roaming can be blocked using a ‘network shield’ feature to prevent data usage on non-preferred operators’ networks, as well as on exhaustion of
the allocated daily allowance. Customers can view their consumption via the website or by sending text messages to receive real-time updates.
33 Hutchison Telecom Hong Kong Holdings (2016) Annual Report. Available at: http://www.hthkh.com/en/ir/reports/ar2016/ar2016.pd [Accessed: 26th January 2018]
34 3 Hong Kong: Roaming Services. Available at https://www.three.com.hk/website/appmanager/three/home?_nfpb=true&_
pageLabel=P1000191351221718569718&lang=eng&pageid=531001 [Accessed: 20th January 2018]
35 3 Hong Kong: Daily Data Daily Pass. Available at https://www.three.com.hk/website/appmanager/three/home?_nfpb=true&pageid=531302&_
pageLabel=P200470391219567710594&lang=eng [Accessed: 24th December 2017]
36


Indosat Ooredoo
Indosat Ooredoo is present in 10 destinations, including Algeria, Cambodia, Indonesia, Iraq, Kuwait, Laos, Maldives, Oman, Singapore and Tunisia36. Its roaming proposition in Indonesia is outlined below.
Product
With the assurance of “no bill shock”, Indonesian customers are able to use unlimited mobile data services for a maximum daily charge of Rp.149,00037. Customers are charged pay-as-you-go rates up to this maximum charge.
Communication
Indosat Ooredoo uses above the line, below the line, digital and internal communications (SMS Broadcast, check balance) advertising strategies to engage with customers and make them aware of available roaming packages. Roaming information related to package availability, cost, FAQs, activation procedure and the terms and conditions are provided on the operator’s website.
Customers can activate the unlimited package by sending a short-code text message (*112*1#). Usage updates are sent to customers via text messages and customers can also use short codes to check their usage (*122*3 #).
A free (zero-rated) mobile application is available
for customers to manage their accounts and receive useful push noti cations and alerts related to roaming packages, charging and coverage, to keep customers up-to-date.
Coverage
There was no clear indication at the time of the research for this study as to how many destinations are covered by the roaming package, but the website highlight major travel destinations including, Australia, China, Japan, Malaysia, Saudi Arabia, Singapore, South Korea, Thailand, UAE and USA.
Pay-as-you-go charges (Rp.275/kb) are applied in destinations outside of the package coverage as outlined on the operator’s website.
36 Indosat Ooredoo Company Pro le. Available at https://assets.indosatooredoo.com/Assets/Upload/PDF/Company-Pro le/Company%20Pro le%20FY15. pdf [Accessed: 30th January 2018]
37 Indosat Ooredoo (2018) Travelling Abroad. Available at https://indosatooredoo.com/id/personal/producttari /international-roaming [Accessed: 30th January 2018]
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
KDDI (au)
KDDI is a Tokyo-based telecommunications group providing xed line, mobile and internet communication services. The group’s brands include au in Japan, MPT in Myanmar and Mobicom in Mongolia38. Its roaming proposition in Japan is outlined below.
Product
KDDI’s “au World Service” o ers two roaming packages for a at daily fee: ‘world data at’ and ‘two step data at for overseas’. Both packages are valid for 24 hours with the former a volume allocated package, while the latter is an unlimited package. KDDI initially launched the unlimited package in 32 destinations as
a promotional o er and then eventually rolled it out to more destinations. Customer complaints related to bill shock have fallen signi cantly since the introduction of the unlimited package in mid-2016.
With the two-step data at rate39, post-paid customers using data roaming services in eligible destinations start from a lower daily limit charge of ¥1,980 and can use approximately 24.4MB data volume. Once usage exceeds the set volume, a maximum charge of ¥2,980 is triggered regardless of further data consumption for the rest of the 24-hour validity period.
In addition to the daily price cap of ¥2,980, KDDI outlines preferred partner operators that customers should latch on to in covered destinations. The daily package is automatically suspended after 24 hours to prevent further charging.
Communication
A graphical representation of the two-tier charging model is illustrated on KDDI’s website, which has a list of eligible partner operators in the covered destinations, warnings of potential high charges in destinations not covered by the package, as well as applicable pay-as- you-go charges on non-preferred operators’ networks. There are also instruction videos to guide mobile device set up before travel and on arrival abroad.
Customers can activate a roaming package through the operator’s self-service web portal. Internet access is only triggered when the customer taps “start” in the support mobile application or mobile browser.
Coverage
Over 160 destinations across Africa (28 destinations), Asia (21), Central and Latin America (40), Europe (53), Middle East (9), North America (3) and Oceania (8) are included with this package. Customers can use the list for each region to check if a destination is covered.
38 KDDI (2018) For Global Business. Available at http://www.kddi.com/english/corporate/kddi/our-business/global/ [Accessed: 24th January 2018]
39 Au: Two-Step Data Flat Rate. Available at https://www.au.com/mobile/charge/data-option/kaigai-double-teigaku-lte/ [Accessed: 23rd December 2017]
38


KPN
KPN o ers telecommunication and enterprise ICT services within and outside the Netherlands. Over 3.6 million customers are provided with mobile communication, broadband, entertainment and other commercial services40. Its roaming proposition in the Netherlands is outlined below.
Product
KPN o ers41 RLAH and an additional package
for travellers beyond EU destinations. RLAH is automatically activated when post-paid customers travel within the EU to allow them to continue using their existing home bundle allowance.
On exhaustion of the allocated home bundle allowance, service speed is automatically reduced to 64kbps for the rest of the month unless a further data bundle is activated. There is also a maximum monthly price cap of €60.50. Customers typically receive a call to inform them if they reach this monthly price cap.
In addition, data service is blocked using the ‘internet protection feature’ when roaming outside of the covered EU destinations to prevent customers from incurring unexpectedly high charges.
Communication
Information relating to RLAH is highlighted on the operator’s website mainly in the form of several FAQs. The website self-service portal enables customers to manage their accounts, view and make payments and track data consumption.
Text messages are sent to welcome and update customers of their data consumption at 50%, 75% and 100% of their allowance. Short code text messages are also used to opt-in or opt-out of KPN’s ‘internet protection’ feature, to activate additional data package(s) and to agree to pay-as-you-go charging, where applicable/required.
Most of the website capabilities are also available via myKPN mobile-based application.
Coverage
There are 49 EU/EEA destinations included in the RLAH coverage, which are listed on the operator’s website.
40 KPN (2018) KPN at a Glance: All Facts Together. Available at https://overons.kpn/en/the-company/kpn-at-a-glance [Accessed: 22nd December 2017]
41 KPN Appen, Surf and Call without Unexpected Costs. Available at https://www.kpn.com/mobiel-abonnement/bundels/buitenland-b.htm [Accessed: 20th
January 2018]
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
KT Corporation
KT Corporation of South Korea provides mobile, xed line, media and network services. The company has a presence in approximately 11 countries42. Its roaming proposition in South Korea is outlined below.
Product
KT o ers a volume-based data roaming package43 for KRW11,000 providing 100MB for 24 hours. The package automatically renews after rst subscription on the days data usage occurs. Customers can subscribe to this package via the website or mobile self-service portal, by calling KT’s customer centre or visiting the operator’s airport roaming centres.
Service is automatically suspended on exhaustion or expiry of the daily allowance to prevent customers from incurring unexpected charges.
Communication
KT’s website enables customers to browse roaming packages prior to and during travel. Customers can check for packages based on four usage patterns tabs: everyday use, bulk usage within a set time frame, use small amounts within a set period, bulk usage with more than two people. Each website tab provides package information related to the selected package(s). Search capabilities are also enabled on the website to allow customers to check applicable data roaming charges or available data roaming packages when they search for a travel destination.
Text message alerts inform/update customers of their data consumption while abroad. Moreover, customers can use a mobile application to manage their accounts and subscribe to a preferred package.
Coverage
KT’s daily volume-based package is available in
177 destinations. These are not fully listed on the operator’s website, however customers can use the search feature to check if a destination is covered by the daily package or other alternative packages.
42 KT (2018) About Us. Available at https://www.reuters.com/ nance/stocks/companyPro le/KT [Accessed: 29th January 2018]
43 KT (2018) Data Roaming All Day. Available at http://globalroaming.kt.com/product/data/dru_period.asp [Accessed: 30th January 2018]
40


Millicom International (Tigo)
Millicom International operates in eight Latin American and four African countries under the Tigo brand. Travellers are o ered a mix of RLAH and other time- based data roaming packages, depending on their Tigo home destination and travel destination. One of the operator’s largest markets is Guatemala, where
it serves approximately 9.4 million customers44. Its roaming proposition in Guatemala is outlined below.
Product
Tigo’s roaming package45 allows post-paid customers to use their home bundle allowance in destinations within four coverage zones (Central America, USA-Colombia, Europe and the rest of the world) for a fee. This RLAH proposition is available for free in ve Central American destinations, while a surcharge of Q50, Q499 and Q799 is applied for use in USA-Colombia, Europe and the rest of the world, respectively.
Communication
The operator’s website provides information on available data roaming packages, coverage, cost
and FAQs. The website allows customers to access a self-service portal to manage their accounts and also check usage/billing information. In addition, live chat is available for customers to get further assistance.
Text messages are used to update customers on their data consumption while abroad. For example, frequent text message updates are sent to customer roaming destinations with higher roaming charges.
The operator’s mobile application is available for customers to use for account management, although use of the mobile application is deducted from the customer’s available data allowance.
Coverage
As outlined above, the RLAH proposition is available
in 127 destinations within four coverage zones. Data roaming is unavailable in some destinations, including Bahamas, Barbados, Cuba, Grenada, Jamaica and Laos.
44 Millicom (2018). Regional Market Overview. Available at http://www.millicom.com/where-we-operate/latin-america/. [Accessed: 18th January 2018] 45 Tigo Roaming. Available at http://www.tigo.com.gt/postpago/roaming/tarifas [Accessed: 20th January 2018]
ROAMING LANDSCAPE REPORT
41


ROAMING LANDSCAPE REPORT
MTN
MTN is one of Africa’s largest operators serving around 230 million customers in 20 African and Middle Eastern destinations. The operator’s home market is South Africa, where prepaid and post-
paid customers can access various services, such as mobile communications, entertainment and mobile money. The operator also provides corporate business services46. Customers travelling abroad from the operator’s South African market have the option of using MTN’s roaming services for per-MB charge47.
Product
MTN customers are able to use their mobile phone abroad for voice, text and data services and are charged depending on the destinations visited
and consumption levels48. Customers are charged incrementally on the basis of consumption (per- MB), which varies with destination and the partner operator’s network used within covered destinations.
MTN’s website advises customers to divert calls and switch o data roaming before travelling if they do not intend to use call and data services while abroad.
Communication
The MTN website provides information related to availability of data roaming services, destinations covered, terms and conditions, and instructions on how to switch-o data roaming. The website also advises customers to divert all incoming calls and switch-o mobile data prior to travel in order to avoid roaming charges of up to R500 per MB.
Text messages are used to notify customers on arrival abroad. Customers can use short code text messages to manage their data roaming service. For instance, they can key in *111# to activate or deactivate data roaming, *141# to check their balance, *111*1# to view roaming rates. All customers receive text message alerts for every R500 of data consumed. However, customers can modify the size of the increments that trigger these alerts.
Customers can also use a mobile application to manage their accounts and purchase preferred domestic bundles.
Coverage
MTN’s data roaming services cover 170 destinations within Africa and across the world. These are listed along with partner operators and applicable per-MB charges on the operator’s website.
46 MTN Group (2016) what we do. Available at https://www.mtn.com/en/what-we-do/Pages/default.aspx [Accessed: 23rd January 2018]
47 A section of the website suggests availability of daily passes, but no further information on this could be accessed at the time of this research. 48 MTN (2017) Roaming Rates. Available at https://www.mtn.co.za/Pages/InternationalRoaming.aspx [Accessed: 24th January 2018]
42


MTS
MTS is a Russian telecommunications provider o ering mobile, xed line, broadband and entertainment services to over 100 million customers in Central and Eastern Europe through ve key subsidiaries. Other services o ered include e-commerce, mobile payment and IT solutions49. Its roaming proposition in Russia is outlined below.
Product
Communication
Package information is available on the operator’s website, while virtual assistance is also provided through the website’s live chat facility.
Short-code text messages are also used to con rm package activation, update customers on their usage and on exhaustion of their package.
Coverage
MTS o ers the Smart Zabugorishte package to 26 top travel destinations and to three additional destination groups. The destinations are grouped according to the daily fair use volume allowed before speed reduction is applied. There are 26 destinations with a fair use of 500MB, 38 destinations at 100MB, 11 destinations at 10MB and rest of world at 5MB.
The package is unavailable in South Ossetia, Turkmenistan, Cuba, Maldives, Andorra, Tunisia, Seychelles, Bermuda, Northern Mariana and Bahamas, Iran, Oman, Panama, Tanzania, Madagascar, Jamaica, the Philippines, Guam and Algeria, on sea and aircraft.
For a daily charge starting at RB290, Russian travellers can use up to 500MB from their existing home bundle allowance whilst visiting destinations covered by the Smart Zabugorishte package50.
Customers are charged for the days they use voice or data communication services and speed is limited to 128 kbps when data consumption reaches 500MB per day.
49 MTS (2015) About MTS. Available at: http://www.mtsgsm.com/about/ [Accessed: 25th January 2018]
50 MTS (2018) Zabugorishte. Available at http://www.mts.ru/mob_connect/roaming/i_roaming/discount_roaming/zabugorishhe/ [Accessed: 28th January 2018]
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
NTT DOCOMO
NTT DOCOMO is one of Japan’s leading telecoms providers serving about 73 million customers with mobile services51. NTT DOCOMO has a presence in Asia, Europe and Americas. Its roaming proposition in Japan is outlined below.
Product
NTT DOCOMO provides a data roaming package (Kaigai Pake Hodai) for a daily charge52. Customers have data access for an initial lower limit charge of ¥1,980. However, data usage exceeding the lower limit charge triggers a second upper limit charge of ¥2,980, which is the maximum charge applicable regardless of data consumption for that day.
The package can be activated either via a web portal, calling customer care, sending a short code text message or at any DOCOMO airport counter.
Communication
The operator’s website provides customers with information on the roaming package, such as
usage charges, eligibility, coverage, mobile phone compatibility, subscription procedure, terms and conditions, validity, and packet communication settings. The website warns customers of potentially high charges in destinations outside of the package coverage.
Text messages are also sent to welcome customers abroad and used to keep customers informed of their usage (at 10MB, 20MB and 30MB of consumption), to con rm package activation and expiry.
NTT DOCOMO’s mobile application allows customers to manage their accounts, as well as track their data usage via the ‘overseas usage tracker’ section of the mobile application
Coverage
The overseas daily at rate package is available to customers travelling to 104 destinations, as outlined on the operator’s website. Coverage spans North America (6 destinations), Asia (20), Oceania (7), Europe (45), Middle East (6), Central and South America (15) and Africa (5).
51 NTT DOCOMO INC. Overview. Available at https://www.nttdocomo.co.jp/english/corporate/about/outline/index.html [Accessed: 30th January 2018]
52 NTT DOCOMO INC Kaigai Pake-hodai. Available at https://www.nttdocomo.co.jp/english/service/world/roaming/charge/kaigai_pake_hodai/ [Accessed:
24th December 2017]
44


Orange
Orange is headquartered in France and has a footprint in 29 countries. As of 2016, Orange was serving over 260 million customers globally, of which 30 million are in France. The operator provides a range of enterprise and commercial services, including mobile and xed line communication, broadband, mobile nancial services and enterprise communications services53.
Its roaming proposition in France is outlined below.
Product
Orange customers travelling from France to EU/
EEA destinations are able to use their existing home bundle allowance at no extra charge54. This RLAH proposition is automatically included with post-paid accounts. Customers can track their data consumption in the ‘conso monitoring’ section of the Orange mobile application so they can predict their charges and avoid unexpectedly high costs.
Communication
Orange’s website provides roaming-related information, as well as a live chat facility to address further customer enquiries.
Orange sends welcome messages when customers arrive abroad and noti cation alerts to inform them they are using voice, text and data from their home bundle allowances.
General account management, bill payment, subscription to packages and data usage tracking features are enabled on the mobile application.
Coverage
Orange’s RLAH proposition is available in 58 destinations listed on the operator’s website as follows:
Europe area: Azores(les), Aland(Islands), Germany, Austria, Baleares, Belgium, Bulgaria, Canary Islands, Cyprus, Corfu Island, Crete, Cyclades, Croatia, Denmark, Spain, Estonia, Faroe Islands, Finland, Gibraltar, Greece, Guernsey, Hungary, Ireland,
Iceland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Isle of Man, Norway, Netherlands, Poland, Portugal, Czech Republic, Rhodes Island, Romania, United Kingdom, San Marino, Sardinia, Sicily, Slovakia, Slovenia, Sweden, Vatican City.
DOM area: Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Barthélemy, Saint Martin, Saint Pierre-et-Miquelon
Area Switzerland/Andorra
53 Orange (2016) Annual Report. Available at https://rai2016.orange.com/orange2016-content/uploads/2017/05/orag_ra_170x240_gb.pdf [Accessed: 30th January 2018]
54 Orange (2018) Roaming: Using your package in Europe as in France. Available at https://boutique.orange.fr/nouveautes/roaming-orange-18-mai/ [Accessed: 30th January 2018]
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
SK Telecom
SK Telecom is the largest telecommunications company in Korea. It has more than 29 million mobile subscribers, which is approximately 50% share of the entire market. The operator is also present in China, Japan, Vietnam and the USA, as part of its global expansion strategy.
It specialises in three broad business areas: mobile communications and wireless network, enterprise solutions and hardware production55. Its roaming proposition in South Korea is outlined below.
Product
Communication
SK’s website makes available detailed information
on all available roaming packages, such as charges, volume allowance, coverage, terms and conditions, subscription procedure, instructions on how to switch- on/switch-o mobile data, and customer service numbers. Information on the website is mostly for pre-travel purposes, while text messages containing roaming charges, usage updates and exhaustion notices are sent to customers whilst they are abroad.
Coverage
There are 160 destinations covered by the OnePass100, which are listed on SK Telecom’s website together with preferred partner operators in each destination. For destinations beyond the standard roaming coverage, data roaming is blocked. However, these destinations are not identi ed on the operator’s website.
Korean travellers can use a variety of data-only and voice-data roaming packages56 in several travel destinations. All customers can access and use available T roam passes with allocated data volumes. These range from multiple 1-day passes, to a 7-day pass or a 15-day pass. SK recommends T roaming Jung Ji-il Pass, T roaming with write 6GB and T roaming OnePass100 for customers interested in data roaming. The Jung Ji-il pass is inclusive of voice, text and data, valid for 5 days, while with write 6GB is a data-only package valid for 10 days and can be shared between ve SK Telecom customers.
OnePass100 package provides customers with
100MB of data valid for one day. Initial subscription
to this package is required on rst use, but this is subsequently activated automatically on future travel to covered destinations. It costs KRW9,900 to use 100MB each day. The package can be activated via SK’s website, mobile application or by calling customer service.
When the allocated daily allowance has been exceeded, the throughput speed is reduced to 200kbps to prevent unexpected charging.
55 SK Telecom (2018) Introduction. Available at http://www.sktelecom.com/en/view/introduce/business.do [Accessed: 30th January 2018]
56 SK Telecom Roaming. Available at http://troaming.tworld.co.kr/normal.do?serviceId=S_ROAM1001&viewId=V_ROAM1007 [Accessed: 23rd December 2017]
46


STC
STC is one of the largest operators in Saudi Arabia. It also has a presence in India, Kuwait, Malaysia, Turkey, South Africa and Bahrain57. Its roaming proposition in Saudi Arabia is outlined below.
Product
An unlimited roaming package, inclusive of voice, text and data, is available with a weekly or 3-day validity to Saudi Arabian travellers58. The package charge starts from SAR200 (approximately $53) for three days and SAR400 for a week. Both STC’s prepaid and post-paid customers are eligible to use this package, which can be activated via short code text message.
STC only permits customers to use data roaming on preferred partner operators’ networks so as to prevent higher charging that could be generated from latching onto a non-preferred operator’s networks. Customers can monitor their data consumption and charges through the STC mobile application.
Communication
STC’s website provides relevant information related to the package, and has a separate section for further support and assistance.
STC shares more information with customers through text messages - to welcome customers on arrival abroad, to con rm package subscription and to notify customers of package expiry. Frequent text message alerts of data consumption keep customers informed while they are abroad.
Account management, including bill payment, activation of packages and ‘data usage tracking’ are enabled on the MySTC mobile application.
Coverage
The unlimited package is applicable for use in Gulf Cooperation Council (GCC) countries, including Bahrain, Kuwait, Oman, Qatar and United Arab Emirates. Data roaming is blocked on non-preferred operator networks.
57 Riyadh Capital (2015) Saudi Telecom Company (STC). Available at http://www.riyadcapital.com/en/Images/STC_12-16-2015_EN_tcm10-6706.PDF [Accessed: 30th January 2018]
58 STC (2018) Roaming in the Gulf Countries. Available at http://www.stc.com.sa/wps/wcm/connect/english/individual/mobile/international/roaming-gulf [Accessed 24th December 2017]
ROAMING LANDSCAPE REPORT
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ROAMING LANDSCAPE REPORT
Telefónica (Movistar)
Telefonica operates under three main commercial brands (Movistar, O2 and Vivo) in Europe and Latin America, providing mobile, xed-line and digital services to customers. Spain is Telefónica’s largest market59, where the Movistar brand accounted for some 20 million subscribers in Spain as of 201660. The Movistar roaming proposition in Spain is outlined below.
Communication
Movistar’s roaming page is easily accessible from the main tabs of the website homepage. Customers have access to key information regarding the EU roaming regulation to familiarise themselves with RLAH activation and charging, as well as an informative video and a dedicated FAQs section. There are also instructions on how to switch-on/switch-o data roaming. All customers can use a secure portal of
the website to manage their account, and post- paid customers can use the consumption control mechanism to set preferred data caps.
On arrival abroad, customers receive a welcome text message. In destinations outside of RLAH coverage, customers can reply to the welcome text message to subscribe to alternative data packages where these are available in the visited destination. Text message alerts are sent by default when data consumption reaches 80% and 100% of the available monthly allowance.
Once a customer exhausts their allowance, a restrictive cap is applied, which customers can also manage
from their account. When data roaming has been suspended, customers can call the customer service centre or use a text message (send ‘NAVIGATE’ to 223570) to opt-in and continue using data services.
Coverage
Movistar’s RLAH proposition is available for use in destinations outlined on the operator’s website. The destinations are not presented as zones or groups, but customers can use the website’s search capability to check for their travel destinations.
Product
Movistar customers travelling within the EU and three EEA destinations can use their home bundle allowance (a RLAH proposition), while customers travelling beyond the EEA can access data services via the ‘world internet package’. RLAH61 is available to Spanish customers as part of the EU regulation and is automatically activated for prepaid, as well as post- paid customers.
Data roaming is suspended on exhaustion of available monthly allowance. Movistar also allows customers to access and use a ‘data consumption control service’ to set restrictive usage caps.
59 Telefonica: Our Brands. Available at: https://www.telefonica.com/en/web/about_telefonica/our_brands [Accessed: 14th January 2018]
60 Crunchbase Inc (2018) Movistar Available at: https://www.crunchbase.com/organization/movistar [Accessed: 27th January 2018]
61 Movistar: Keep using your mobile phone when you are abroad. Available at http://www.movistar.es/particulares/movil/viajar-al-extranjero-roaming/
[Accessed: 23rd December 2017]
48