Roaming Landscape Report

Telenor
Telenor has a presence in 12 markets: Bangladesh (as Grameenphone), Bulgaria, Denmark, Hungary, Malaysia (as DiGi), Montenegro, Myanmar, Norway, Pakistan, Serbia, Serbia and Thailand (as dtac)62. The operator’s Norwegian market is made up of 2.9 million mobile subscribers63 and its roaming proposition in Norway is outlined below.
Product
Telenor provides RLAH64 to post-paid customers
so they can use their home bundle allowance when travelling between covered EU destinations, without incurring additional data roaming charges.
When a customer exhausts their available monthly allowance, Telenor automatically applies a monthly price cap of €50 to prevent customers from incurring an unexpectedly high roaming charge. A ‘usage tracker’ is available via a mobile application to allow customers to track and monitor their usage and/or charges.
Communication
Travellers receive a text message noti cation when they reach their monthly limit and customers can choose to continue using more data or keep it suspended for rest of the month until the allowance resets for the following month.
Telenor provides customers with free 100MB of data to download its mobile application, while usage of the app itself is zero-rated (i.e. free) for customers to manage their accounts and track their data consumption.
Coverage
There are around 45 destinations covered by the operator’s RLAH package. These include:
EU/EEA destinations: Belgium, Bulgaria, Denmark, England, Estonia, Finland, France, Greece, Ireland, Iceland, Italy, Croatia, Cyprus, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Northern Ireland, Poland, Portugal, Romania, Scotland, Slovakia, Slovenia, Spain, Sweden, Czech Republic, Germany, Hungary, Austria and Wales.
Other destinations with EU/EEA prices: Martinique, Guadeloupe, French Guiana, Desirade, Les Saintes, Marie-Galante, Saint Barthelemy, San Marino, St.Martin (FR), Gibraltar, La Reunion and Mayotte.
62 Telenor (2018) About Us. Available at https://www.telenor.com/about-us/ [Accessed: 30th January 2018]
63 Statista: Number of mobile Telenor subscribers in Norway from 3rd quarter 2016 to 3rd quarter 2017 (in 1,000s). Available at: https://www.statista.com/
statistics/713229/number-of-mobile-telenor-subscribers-in-norway-quarterly/ [Accessed: 30th January 2018]
64 Telenor (2017) Abroad. Available at https://www.telenor.no/privat/mobil/utlandet/?tab1=1 [Accessed: 22nd December 2017]
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Telia Company
Telia provides telecommunication services under the Telia, Halebop, Skanova and Cygate brands serving customers across Azerbaijan, Denmark, Estonia, Finland, Georgia, Kazakhstan, Latvia, Lithuania, Moldova, Norway, Sweden, Turkey and Uzbekistan. Uzbekistan65. Telia’s roaming proposition in Sweden, where the operator serves around 6.2 million subscribers66, is outlined below.
Product
Telia’s post-paid customers can use their home bundle allowance when travelling within covered EU/EEA destinations, as a RLAH67 package is automatically activated.
Communication
In addition to the information provided on Telia’s website to inform customers of charges and availability of data roaming services, customers receive welcome text messages when they arrive abroad. Further noti cation text messages con rm coverage of RLAH and customers receive frequent data usage updates while in the visited destination.
Coverage
A list is provided on Telia’s website outlining all the of 37 EU/EEA destinations covered by the RLAH package. These include:
EU destinations: Belgium, Bulgaria, Cyprus, Denmark, Estonia, Finland, France, French Guiana, French Caribbean, Gibraltar, Greece, Guadeloupe, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Martinique, Netherlands, Poland, Portugal, Réunion, Romania, Saint Martin, Slovakia, Slovenia, Spain, Great Britain, the Czech Republic, Germany, Hungary and Austria.
EEA destinations: Iceland, Lichtenstein, Norway
A ‘cost control data global’ feature is automatically applied to packages, which means the data roaming service is blocked when the monthly limit is reached and this resets each month unless a customer sends a text message to increase data consumption/limit. The monthly price cap is applied to suspend roaming when charges reach this cap each month.
65 Telia Company. About the Company. Available at: https://www.teliacompany.com/en/about-the-company/ [Accessed: 27th January 2018]
66 Statista: Number of mobile Telenor subscribers in Norway from 3rd quarter 2016 to 3rd quarter 2017 (in 1,000s). Available at https://www.statista.com/
statistics/713229/number-of-mobile-telenor-subscribers-in-norway-quarterly/ [Accessed: 30th January 2018] 67 Telia Roaming. Available at https://www.telia.se/foretag/aktuellt/europa [Accessed: 23rd December 2017]
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Telstra
Telstra is a telecom and technology company providing mobile services to 17 million subscribers in Australia. The operator has a presence in 22 countries spanning China, Japan, India, Indonesia, New Zealand, USA
Communication
Information on data roaming packages, destination coverage, package cost and volume allowances are available via Telstra’s website. Customers can also use a live chat feature to address further queries.
Text message con rmation is sent to welcome customers abroad as well as to verify/inform customers of the availability of the package in a visited destination and to con rm subscription to the package when a customer activates it. Text messages are also sent to update customers of their usage at 50%, 85% and 100% of data consumption. In addition, customers receive text message instructions on how to switch-on and switch-o data roaming.
As well as o ering basic account management features, Telstra’s mobile application enables customers to access a ‘usage tracker’ to monitor their data consumption both at home and abroad.
Coverage
Telstra’s roaming package is available for subscription in 74 travel destinations. Where the package is unavailable, the operator’s customer service team advises travellers to switch-o data roaming
or purchase a local SIM card in order to avoid unexpected/higher charges.
Data roaming is not available in some destinations, such as the Bahamas, Belize, Comoros, Cuba, North Korea and Syria.
and many others. It provides mobile communications, network and cloud solutions, digital media and nancial services68. Telstra’s roaming proposition in Australia is outlined below.
Product
Telstra’s prepaid and post-paid customers can use up to 200MB a day while roaming, for a at daily charge of AUD$1069. Customers can subscribe to this plan via the website self-service portal, short-code text messages or through Telstra’s mobile application.
On exhaustion of the daily allowance, 500MB of data is automatically added for a further 30 days unless the customer opts out of this feature. Customers are provided with text message consumption updates and mobile application features to monitor their data consumption.
68 Telstra: About Us. Available at https://www.telstra.com.au/aboutus/our-company [Accessed: 30th January 2018]
69 Telstra International Day Pass. Available at https://www.telstra.com.au/international-roaming/mobiles-on-a-plan [Accessed: 24th December 2017]
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TIM
TIM is a digital company supplying mobile, broadband and xed line services to its customers across Italy and Brazil. TIM’s roaming proposition in Italy, where it serves 30 million subscribers70, is outlined below.
Product
Like all other EU operators subject to the June 2017 roaming regulation71, TIM allows its customers to use their existing home bundle allowance without additional charges in covered destinations. TIM o ers its customers RLAH automatically when they travel within the EU without requiring customers to subscribe.
For some destinations within and beyond the EU, 500MB is available through a 10-day pass for €2072. This pass can be activated via TIM’s website self- service portal, short code text message, dialling customer service, using a mobile-based portal or in any TIM retail store locations.
Using a secure website account or TIM’s mobile application, customers can monitor their data usage and see what their bill is likely to be based on their consumption patterns.
Communication
Information relevant to RLAH and other roaming packages is available on the operator’s dedicated roaming web page. Customers also have access to a secure section of the website to manage their account and view data consumption.
Text message communications are also sent to welcome, inform and update customers of the package availability, as well as data consumption and charges whilst they are abroad.
MyTIM mobile application enables customers to view and pay charges, track their data consumption and access a list of preferred partner operators in each travel destination.
Coverage
RLAH is available in 37 EU/EEA destinations, while the 10-day pass is available in 70 destinations in addition to some EEA destinations73.
70 TIM: The Group: Pro le. Available at http://www.telecomitalia.com/tit/it/about-us/pro le.html [Accessed: 31st January 2018]
71 TIM: For everyone, all over Europe. Available at https://www.tim.it/roaming-eu#europa [Accessed: 30th January 2018]
72 TIM: TIM on the Travel Pass. Available at https://www.tim.it/o erte/mobile/estero/allestero/tim-viaggio-pass [Accessed: 30th January 2018]
73 TIM: Zona Europa. Available at https://www.tim.it/assistenza/i-consumatori/info-consumatori-mobile/comunicazioni-e-news/regolamento-ue-21202015/
zona-europa [Accessed: 30th January 2018]
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Turkcell
Turkcell is a telecommunications provider with a presence in nine markets, including Belarus, Ukraine, Azerbaijan, Belarus, Germany, Georgia, Kazakhstan, Moldova, Northern Cyprus and Turkey74. Turkcell’s roaming proposition in Turkey, where it serves over 35 million subscribers75, is outlined below.
Product
For a daily charge of TL19.90, Turkish travellers can use their home bundle allowance while they travel to any covered destinations (a RLAH proposition). This roaming package76 is automatically included with all post-paid accounts and charges are applied only on the days where roaming features are triggered.
Communication
Turkcell’s website shares package information, which customers typically check before they travel abroad.
In addition to a welcome text message on arrival abroad, Turkcell customers are sent a text message noti cation when RLAH has been activated and when data consumption reaches 80% of the available home bundle allowance. Text messages are used to send short customer satisfaction surveys to get customers’ perceptions on how to improve roaming services.
Turkcell o ers customers a mobile application (BiP) with 1GB for free to allow communication (audio and video) and sharing of photos and videos in all the destinations covered.
Coverage
Turkcell’s package covers 73 destinations that are all listed on the operator’s website.
74 Turkcell (2018) About Us: Overview. Available at https://www.turkcell.com.tr/tr/hakkimizda/genel-bakis [Accessed: 28th January 2018]
75 TIM: The Group: Pro le. Available at http://www.telecomitalia.com/tit/it/about-us/pro le.html [Accessed: 31st January 2018]
76 Turkcell (2018) Described Valid Abroad. Available at https://www.turkcell.com.tr/yurt-disi/yurt-disinda-kullanim/yurt-ici-tarifeniz-otomatik-olarak-yurt-
disinda-da-gecerli?place=popular_packages&source=CMS&order=1 [Accessed: 10th January 2018]
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Verizon Wireless
Verizon is one of the largest wireless providers in the U.S. with a customer base of approximately 149 million77. The operator provides mobile services, broadband and bre, media and technology and IoT solutions, among other services78.
Product
International travellers to Mexico or Canada and some other destinations outside of the U.S. are able to use their home bundle allowance for a daily fee. In North America, this daily fee is $5, rising to $10 elsewhere79. This fee is only charged on the days customers access their home bundle allowance in eligible destinations outside of the U.S. Customers can enable the daily pass through the operator’s website self-service portal, by using a mobile application or by calling Verizon’s customer service centre. To control usage and prevent higher charging, speed is reduced to 2G throughput when customers exceed 512MB of data consumption on a single day.
Communication
Customers can access international travel information via Verizon’s website, which details charges and coverage, speci c travel pass FAQs and has an interactive trip planner. The trip planner allows customers to enter their intended travel destination and other information to generate a personalised travel package based on the information provided. Customers also have access to their account section on the website to view, add or remove travel passes to their device(s).
Verizon sends customers a welcome text message on arrival abroad, as well as text messages at speci c data consumption volumes, to con rm activation/use of the travel pass and a daily noti cation at the end of the 24-hour cycle to inform customers of pass expiry: “Your daily Travel Pass session will nish in 1 hour. After that,
if you're still abroad and use talk, text or data, another daily session will be triggered.”80 Customers also receive text messages stating applicable pay-as-you-go rates while using a network in a destination outside of the pass coverage, for example, when a customer is near a border and picks up a signal from a di erent network. Customers are able to customise the number of text message updates they receive while abroad.
Verizon’s mobile application enables customers to make payments, check their data usage, access information and contact the operator. Within the mobile application, the ‘my world device & services’ section allows customers to track their data consumption.
77 Statista: Number of subscribers to wireless carriers in the U.S. from 1st quarter 2013 to 3rd quarter 2017, by carrier (in millions) Available at https://www. statista.com/statistics/283507/subscribers-to-top-wireless-carriers-in-the-us/ [Accessed: 29th January 2018]
78 Verizon Wireless (2018) About Us. Available at http://www.verizon.com/about/our-company [Accessed: 30th January 2018]
79 Verizon Wireless (2018) Daily International Travel Pricing. Available at: https://www.verizonwireless.com/solutions-and-services/international-travel/
[Accessed: 24th January 2018]
80 Verizon Wireless Website (2017) Available at: https://www.verizonwireless.com/support/travelpass-faqs/ [Accessed: 22nd December 2017]
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Coverage
Verizon Wireless covers more than 130 destinations in the daily pass: Canada and Mexico are covered by the $5 charge, while other destinations are covered by the $10 charge.


Vodafone
Vodafone has operations in 26 countries and has more than 55 partner networks. Vodafone UK’s roaming proposition is outlined below. In the UK, Vodafone serves about 19.5 million UK customers with entertainment, mobile communications, broadband, and enterprise business services81.
Product
Vodafone’s roaming package allows post-paid customers82 to use their home bundle allowance for free in some “roam-free” destinations and for a at daily surcharge of £6 in other destinations (“roam- further”). Customers only incur the daily charge if they use any roaming feature on a particular day within the covered destination. Roaming charges for usage ‘out- of-bundle’ data are automatically capped at £39.33 per month in roam-free destinations until customers switch o the cap themselves, while the standard pay- as-you-go charge is applied in other destinations.
Communication
Key information on roaming packages is outlined on Vodafone’s website. It also has an interactive web tool that allows customers to access and retrieve information regarding roaming charges and 4G coverage, as well as access a secure section of the website to manage their account. Vodafone’s terms and conditions are clearly outlined and easy to read on the website.
Customers are generally informed of their usage and data cap via text messages and within Vodafone’s mobile application.
Vodafone customers can use the mobile application to manage their domestic account, pay bills, and subscribe to preferred packages. The ‘data manager’ section of the application allows customers to set a restrictive cap (i.e. preferred data consumption volume) to prevent data use once the set cap has been reached.
Coverage
Vodafone’s roaming package covers 110 destinations grouped into two on the basis of the charges. There are 50 roam-free and 60 roam-further destinations. Vodafone uses its global footprint/network in destinations where it has a domestic presence to provide roaming services to customers in other Vodafone destinations.
81 Vodafone (2018) About Us. Available at http://www.vodafone.co.uk/about-us/company-history/index.htm [Accessed: 30th January 2018]
82 Vodafone (2018) Global Roaming. Available at https://www.vodafone.co.uk/explore/costs/travelling-abroad/global-roaming/index.htm [Accessed: 22nd
December 2017]
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Zain Group
Zain operates in Kuwait, Bahrain, Iraq, Jordan, Kuwait, Lebanon, Morocco, Saudi Arabia, South Sudan
and Sudan where it provides telecommunications services83. Zain’s roaming proposition in Kuwait, where it serves 2.9 million subscribers, is outlined below.
Product
A weekly at rate roaming package84 is available for KWD7 for both prepaid and post-paid customers travelling to any of Zain’s covered destinations. This weekly package allows customers to access their home bundle allowance for an additional surcharge (a RLAH proposition). This package can be activated via a short code text message, using a mobile-based website portal or Zain’s mobile application, when abroad.
The weekly package is renewed automatically to the same home bundle data allowance for KWD7 per week when customers exceed or exhaust their home bundle allowance. Daily pay-as-you-go charges are capped at KWD10, after which service is suspended until customers reply to a noti cation text message with a short code to lift the block to continue using data services.
Coverage
There are 160 destinations covered across several regions. The operator highlights all pay-as-you-
go rates applicable in cases where the package is unavailable or in situations where customers prefer to roam on a pay-as-you-go basis.
83 Zain (2017) Annual Report. Available at https://www.zain.com/en/investor-relations/ nancial-reports/ [Accessed: 21st January 2018] 84 Zain (2017) Roaming Plans. Available at https://www.kw.zain.com/en/roaming [ Accessed: 20th January 2018]
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Communication
Zain’s roaming page is accessible from the operator’s website homepage. On landing on the roaming page, information is presented based on a list of destinations, from which a customer selects an intended travel destination to get further information. For instance, on selecting Australia as a travel destination from the list, the page details RLAH availability, recommended local partner operator, subscription procedure, other roaming partners/charges as well as applicable terms and conditions. The customer can also access and manage their existing account via the website portal section. A live chat feature is available to address further customer queries beyond those covered by the FAQs.
Text messages update customers on exhaustion of their data volume allowance, con rm reactivation of extra home bundle allowance and notify customers of their consumption at di erent levels.
Customers can also use Zain’s mobile application to manage their account and activate RLAH, in addition to other capabilities enabled on the website self- service portal.


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Looking Ahead
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This report highlights industry practices that attempt to provide customers with a simpler and more transparent data roaming experience.
The roaming market has evolved over the years
and the ndings of this report suggest that product o erings will continue to evolve to suit a variety of customers’ travel needs. While the report pro led
only 30 operators, the range and diversity of their approaches and mechanisms is enough to suggest that operators are taking steps to provide a simpler and more transparent experience for their customers. The ndings thus highlight a broad range of roaming packages, and a variety of approaches used to prevent bill shock and response strategies applied in outlier destinations as highlighted in the part I and part II of the ndings.
The majority of operators recognise the potential to persuade more customers to make use of their mobile data roaming services. The data roaming practices pro led in this report should serve as inspiration for other operators, whom could adapt and replicate these practices, according to their speci c market contexts.
To maintain and accelerate increases in the uptake of operators’ data roaming services, operators will need to ensure a sustained and strong alignment with the simplicity and transparency principles outlined at the start of this report.
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Appendix 1:
Factors Considered in Conducting Research of Operator’s Practices
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ROAMING LANDSCAPE REPORT
Theme
Product
Factors Considered
Availability of roaming services Package type
Qualifying customer group Package allowance
Validity period
Price (local currency)
Price (standardised to U$D from xe.com)
Bill shock prevention
Service cost assurance (subject to FUP)
When customer arrives in destination
Inform customer of package(s) available in visited destination Con rm activation/deactivation/expiration of package SMS/Website: Usage update at di erent consumption stages How to use, switch on/o data roaming
Website Live Assistance
Is the package the best available o er?
Enrolling to package
Mobile application
Added service
Destinations covered
Coverage map and/or list of coverage zones
Outlier destinations
Reducing outlier destinations
Wholesale cost management
Communication
Coverage
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Appendix 2:
Industry Reputation Ranking and Scores
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Image 8: Industry Reputation Ranking and Scores
2016 Reptrak Pulse Industry Ranking
Global Industry Mean
Consumer Automotive
Food & Beverage Healthcare
Retail
Hospitality Technology Industrial Pharmaceuticals Airlines
Transport
Financial Information
Energy Telecommunication
Source: GSMA Mobile Responsibility (2016)
73.9
73.8
73.1
71.0
70.9
70.8
70.8
70.1
70.0
69.9
66.6
65.1
64.9
62.7
58.7
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