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 […]
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 […]
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 […]
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 […]
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. […]
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 […]
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 […]
Airlines are behind the curve when it comes to operating in real time. The industry’s unique standards for selling airline products have been developed over many decades, resulting in multiple layers of complexity that have rendered sales systems — and business processes — cumbersome and inconsistent. This sets the stage for the entrance of innovative […]
