Thornton Gregory has been working with a number of their Airline clients in assisting in building Mobile Apps, implementing Data Analytics tools and researching around AI and VR especially around In-Flight Entertainment options.
The world is literally growing and it is really exciting.
I gathered some thoughts together around these market changes:
Mobile Apps and Personalisation: Meeting Passenger Expectations
In an era where technology has permeated almost every facet of our lives, the airline industry is no exception. Passengers are increasingly relying on their smartphones and mobile devices for a seamless travel experience. Mobile apps have become a pivotal tool for airlines to engage with passengers, streamline operations, and enhance overall customer satisfaction.
Airline IT leaders are tasked with harnessing the power of mobile apps and personalisation to meet the ever-growing expectations of passengers.
The Power of Mobile Apps
Mobile apps have revolutionised the way passengers interact with airlines. From booking flights and checking in to receiving real-time updates on flight status, baggage tracking, and in-flight services, mobile apps have become indispensable for modern travellers.
Here is why…:
1. Convenience and Accessibility
Passengers expect easy access to information and services at their fingertips. Mobile apps provide a one-stop solution for all their travel needs. Airlines can offer a convenient and hassle-free experience by providing a well-designed app with intuitive features.
2. Real-time Communication
In today's fast-paced world, passengers demand real-time updates and notifications. Mobile apps enable airlines to keep passengers informed about flight delays, gate changes, and baggage status, enhancing their overall travel experience.
3. Ancillary Services
Mobile apps are a powerful platform for airlines to promote and sell ancillary services, such as seat upgrades, in-flight Wi-Fi, and onboard meal options. Personalised offers and recommendations can boost revenue and passenger satisfaction.
Personalisation: The Key to Passenger Satisfaction
Personalisation is no longer a luxury; it's an expectation. Passengers want airlines to understand their preferences and deliver tailored experiences. Let’s look at how it can assist Airlines in really understanding their customers.
By using Data-driven Insights through collecting and analysing passenger data it enables Airlines to personalise your experience. Airlines are investing in data analytics tools to gain insights into passenger behaviour, preferences, and booking patterns.
They will then be able to offer :
1. Customised Offers
Use passenger data to offer personalised promotions, discounts, and loyalty rewards. By tailoring offers to individual preferences, airlines can increase customer loyalty and revenue.
2. Seamless User Experience
Personalisation extends to the app's user interface. Airlines should ensure that the app's layout, content, and features are customised to match the preferences of each passenger, providing a unique and engaging experience.
The Future of Airline IT: Embracing Innovation
There are a few trends showing stable growth within the Airline field.
1. Artificial Intelligence (AI)
AI-powered chatbots and virtual assistants can enhance customer support and provide instant responses to passenger queries, improving overall customer service.
2. Augmented Reality (AR)
AR can be used to enhance the in-flight experience by providing passengers with interactive entertainment options, navigation assistance within the airport, and virtual tours of their destination.
3. Contactless Travel
In a post-pandemic world, contactless technologies, such as biometric authentication and touchless check-in, are becoming increasingly important for ensuring passenger safety and convenience.
IT leaders must continually innovate, harness technology, and leverage passenger data to create a seamless, personalised, and delightful travel experience.
By doing so, they can not only satisfy passenger demands but also drive revenue growth and ensure the long-term success of their airlines in an increasingly competitive market.
