Navigating Transportation IT

A look at challenges and solutions for the travel and transportation industry

What’s your customer’s perfect travel experience? Use advanced analytics to find out

airline-customer-experience

Years ago, airline travel was considered glamorous.  People wore suits and dresses. They smoked cigarettes, drank martinis and cut their steaks with metal knives. There was only one version of the perfect travel experience and it was wrapped up in the glamour and prestige of the journey itself — and the personal service supporting it. […]

How AI-driven ‘voicebots’ can help airline personnel — and their companies

airline-crew

Airline workers have it tough. A new generation of voice-driven software bots promises to make their work easier. Airline employees, whether pilots, flight attendants or maintenance/repair/overhaul (MRO) technicians, are often called on to perform challenging tasks — and in a hurry. Think of a pilot dealing with mechanical failure, a flight attendant who can’t make […]

5 ways airlines benefit by integrating digital agents with live ones

airline-customer-at-airport

Many of us have had an experience similar to this: You call an airline to make a reservation and get a digital agent on the phone. The call starts off fine, but when you ask if your friend can sit next to you on the flight, the digital agent stalls and sends you to a […]

Navigate the airline labor shortage through MRO modernization

airline-workers

The airline industry is facing a potential labor shortage.  A large percentage of the workforce is set for retirement in the next five years.  In testimony before the House Ways and Means Committee, Justin Welner, vice president of human resources for Spirit AeroSystems, told U.S. lawmakers that nearly 40 percent of the airline industry’s front-line […]

5 ways airlines can turn flight delays into positive experiences

Airlines know all too well that disruptions will take place. But while they are inevitable, there are ways for airlines to turn these travel downers into positive experiences. Airlines have valuable data for merchants at the airport or in the local areas where travelers are congregating. They know how long the traveler will be stuck […]

How airlines respond to “bumps” can make or break the passenger experience

Today’s airline passengers reap the benefits from reservation technology and highly productive and easy-to-use mobile apps that in many cases engage with multiple websites seamlessly and transparently. All this is made possible because airlines have done a very good job over the past five years modernizing their customer interfaces. While passengers certainly appreciate these great […]

How airlines and airports can capitalize on underserved travelers

air-traveler-outside-watching-takeoff

Travel isn’t a linear experience where you leave home, get to the airport, board a plane and arrive at a destination. It’s a journey that involves multiple segments and there is an opportunity for airlines and airports to realize new revenue growth by connecting the traveler’s “data” dots and delivering exceptional customer experience. If airlines […]

How airlines can develop proactive, retail-focused customer service agents

Today’s travelers have grown to expect personalized digital services such as online ticketing that features special offers, so airlines are using analytics to enable customer service agents to be more proactive. At many airlines today, an agent fielding a customer call likely doesn’t know in advance the caller is looking to request a specific seat. […]

5 questions airlines should ask when bringing their third-party travel sites up-to-speed

view-of-airplane-from-inside-terminal

Airlines and their distribution partners have done a great job generating traffic online.  New ways to search for airline products, such as metasearch engines and connected devices, make it easy for customers to shop for flights. This has dramatically increased the number of requests about flights and availability. However, this growing online consumer presence doesn’t […]

How airlines can take control of pricing and personalize offers

Many airlines invest in technology to create personalized offers that meet the individual needs of consumers. Among these are unbundled product offerings from full-service airlines prompted by pressure from low-cost carriers. The result has been more choices for consumers: They can now purchase only the services they really want. Airlines need to know what the […]