Before airlines even begin to personalise a passenger’s experience, they have to be sure of what do air travellers want? According to a research, 85% of travellers are happy to provide additional personal data to airlines. The cabin crew can update all flight events – such as the flight schedule and the food menu – in real time. Thankfully, technologies implemented right help them do it easily. The Sky Rider 2.0 seats are “saddle seats,” allowing people to lean a bit of their weight on the seat while still basically, well, standing. This unbundling of the services is known as ‘ancillary unbundling’. – These may sound like basic questions, yet are extremely important. Digitisation can help airlines in reducing the environmental implications due to the increase in air traffic. Biofuels. Navigation on site must be easy for all kinds of passengers, those who exactly know the itinerary of their travel and those who are just vaguely planning a vacation. Some of these innovations … That means we must continuously modernize and transform our business by developing the right tools and technology along the way. Introduction. Therefore, it is important for airlines to ensure that their mobile interface is geared up to handle the complexity of the booking process. Continue Technology and Innovation in Aviation 1. Among them, 13% are most likely to use apps to make flight arrangements or to manage flight disruptions. These new solutions give us invaluable insights into our guests to create tailored experiences that drive loyalty, and support our mission to make flying good again.” – David Cush, president and chief executive officer of Virgin America. Very high flying. Explore uncharted directions in the Travel industry and gain insights on industry trends and technology. Emily Matchar is a writer based in Hong Kong and Chapel Hill, North Carolina. 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Though airlines do provide some personalisation options, they are mostly limited to offers and recommendations. While mobile apps and websites ease out the check-in process to some extent, there remains a lot of scope for improving it further. How Hyperledger Fabric, a Blockchain Technology can revolutionize Clinical Trials, Beyond EdTech, the role of video and digital experience in Learning Management Solutions, The role of Information Architecture in creating richer user experiences. This is not unique to airlines. Some of the other key tips to keep in mind to improve the booking experience for customers are: 1) Making sure customers are engaged on the site and do not lose track of the most relevant information on the site. As airlines digitize their core functions, they will face the challenge of dealing with legacy technology. Alternatively, the airlines … Passenger Airlines Drop Nearly 37,000 Jobs in October 2020 from September → China Airlines … The International Air Transport Association (IATA) has determined the technologies and factors that will define how aviation industry will shape up in its recent report on “Future of the Airline Industry 2035.” … are some ways the airlines are delegating manual tasks to technology and saving costs. Amongst them 40%, use the apps to replace paper tickets and boarding passes. Some of these innovations make flying more luxurious (to those who can afford it—a first-class ticket from New York to Dubai on Emirates costs nearly $30,000). According to Lain Meaker, executive manager for commercial distribution for Comair Ltd., a unit of Kulula.com: “The mobile app that we introduced was a simple extension to our customer self-service that took place on our website. By the time the ’20s are in full swing, full-service airlines may concentrate on supplying entertainment to these devices rather thanon behind the seat screens. This utopian dream might soon become a reality with the fast-growing technology space. But she stressed: “Innovation … Developed in-house in partnership with creative agency Reaktor, Finnair has dubbed its Panasonic IFE system ‘Nordic Sky’. Thus, it is important to simplify the process and make it engaging. According to Joe Leech, author of Psychology for Designers, and an expert in the design of UX for maximum consumer engagement: “It’s all about timing. 4) When the flight lands, the app will provide gate, baggage claim and car rental information and remind passengers to check the seat for any items they may have left behind. Evolving with e- commerce Improving … Alroe said the aviation industry has been among the most innovative over the past century. This prolific rise in the volume of flights not just impacts costs; it is also detrimental to the environment. Communication is usually a key aspect when it comes to air travel, and technology is serving to enhance communication between airport officials and consumers. In partnership with VR company Neutral Digital, British Airways also tested the … This has the benefit of better customer satisfaction as those that don’t have baggage don’t have to queue, as well as the process efficiencies the airports with fewer people to deal with at the counters. … Let us look at how technology helps airlines meet inherent industry challenges and create memorable and delightful flight experiences for their customers. It is estimated that just 1% reduction in jet fuel use alone could save the industry $30 billion over 15 years. According to SITA’s Air Transport IT Trends report, in 2017, more than 91% of travellers use an airline’s mobile app for doing check-ins. and develop robust, technology … Self service in airports is growing rapidly, … Should different dates with lower prices be displayed? We know that the commercial aviation industry trades on low margins and high volume. Simply adding digital assets is not the solution, the new-age flyer expects a seamless and delightful experience. To cater to these travellers airlines and airports must consistently work towards designing customer experiences from a holistic perspective, integrating both online and offline channels. Well we’ve got an innovation for you! Smartphones are revolutionising customer experiences across industries and airlines are leveraging the medium to provide 360-degree digital experience to the passenger while flying. Smithsonian Institution. The … The on-screen display shows the main stages of the flight, guiding passengers from departure throughout all stages of their journey, informing them in advance when meals will be served, when rest lighting will be activated, and when passengers can make purchases from the in-flight shopping service. The above statistics aptly explains what a PWC report stated in 2015 – ‘’Air travel remains for many a disappointing, grumble-worthy experience.’’ And in today’s world this experience starts right from the booking stage. More than half of these investments (68 percent) are expected to be spent on customer personalisation. They also provoke the airline stakeholders to carry out a rigorous analysis of every member of the crew experience cycle (cabin crew, pilots, crew schedulers, etc.) According to Panasonic, the objective with the new seat is to “take care of a passenger’s wellbeing in a more holistic way.” Using B/E Aerospace’s Super Diamond seat as a platform, the Waterfront seat features a full privacy door, which “gives a First-Class feel within the confines of a Business Class footprint,” as RGN puts it. 3) When passengers want to get some sleep, the app can be used to adjust the seat’s recline – including turning it into a fully-flat 79-inch bed. Webinar overview – Mart to cart: role of digital experiences in online delivery, WWDC20 announcements: what it means for enterprises and digital experiences, The role of User Experience, Data Science and a Recommender System in improving Customer Lifetime Value. It is estimated that during any given flight the travel time, fuel use, and flight path are 18% to 22% inefficient and an idle plane costs the operator $81 every minute. Digital applications can help airlines personalise customer experience across every touch point. To reduce instances of delays and improve operational efficiencies, GE has created an innovative problem-solving process called FastWorks, which airlines are using to address customer issues more quickly and efficiently. The Water seat has the following features: 1) Passengers will be able to control the in-flight entertainment system and the suite’s environment from their phone or from a supplied 7” tablet. What problem do they want to be solved? A call to action for extra baggage allowance, through email, app notification or text message, is ideally timed at this point in the journey. Resources that can help you start, build and support your digital journey. Further, when it comes to providing data to airlines, customers don’t shy away. Delta airlines introduced an iPad app, which lets aeroplane passengers admire the view, keep up to speed with their flight’s progress and find out what is going on 30,000ft below. Lufthansa Surprise Will Fly You to an Unknown Destination at a Discount. The customer too expects something more with every flight they take. Such operational inefficiencies mean extra costs to the airline and most importantly they also add to the dissatisfaction of the customer. are there but they don’t have an overwhelming presence, just a simple option to select or not. In a competitive air travel market, airlines are innovating as fast as they can, offering new designs and amenities in response to market needs and passenger desires. Digital applications can considerably reduce the instances of operational malfunctions. Ultimately, Airlines will be doing their utmost to save on costs while providing a great service for their pa… Modern jet engines, for all of their refinement and efficiency, still run on kerosene. Below are some major customer pain points when it comes to digital interactions with airlines and how some forward-thinking airlines are addressing them: As soon as customers start looking for a flight, airlines’ interaction with them begins. Get the best of Smithsonian magazine by email. Emirates’ responsive calendar is another such great example, which has an ‘Inspire Me’ function which allows the user to input selected information about their ideal trip, then offers several different options of destinations and prices. While airlines are investing in mobile-specific apps, today most airlines are also trying to take out the stress out of the check-in process with Kiosks at the airport. In 2004, Richard Branson inaugurated the Virgin Galactic project, with the goal of … b) Similarly, he suggests, passengers may be more likely to buy extra luggage allowance on their return trip—when they may be packing their bags and find they’ve purchased more at their destination than they can fit. Panasonic’s Waterfront concept suite lets passengers customise their in-flight experience with their smartphone: Last year, Panasonic in partnership with B/E Aerospace, Formation Design Group and TEAGUE launched Waterfront concept seat. In Feb. 2018, Delta … One of my favourite innovations didn’t actually win a prize this year, but I feel sure it’ll soon be standard on every major airline. Do you find economy seats too comfortable? Today’s digitally-savvy customers expect personalised, on-time solutions which solve real-life problems for them. All rights reserved. PASSUR, a business intelligence company also partnered with GE, SITA 2017 Air Transport IT Trends Insights. According to the SITA 2017 Air Transport IT Trends Insights report, airlines and airports are estimated to spend nearly US$33 billion on IT this year. Flight delays and operational inefficiencies are not just annoying for the flyers, but also cost a great deal of dollars for the airline industry. Previous standing seat designs have been nixed by regulators, so it remains to be seen whether the Sky Rider ever takes off (sorry). Airline Technology Trends 2019 The airline industry, much like technology, is constantly evolving and adapting to new consumer habits, expectations and requirements around safety and security. But simultaneously, the number of flights has also increased by leaps and bounds. What is the ideal number of months to display at one time? There have been many innovations in the airline world: Ancillary revenues, online booking, apps, and other tech and business-model innovations — but there’s one we think stands out. or Her work has appeared in The New York Times, The Atlantic, The New Republic, The Washington Post and other publications. After sales services play an important role when it comes to retaining the customer and building a positive interaction for them. These numbers clearly suggest that airlines are well aware of the fact that today’s digital natives are used to customised interactions and personalised solutions, thanks to the growth of e-commerce and the popularity of social media channels. Keep up-to-date on: © 2020 Smithsonian Magazine. Analytics can help immensely in making sense of all this data and help airlines answer the questions mentioned above. they can notify the engineers on the maintenance required even before a plane touches down, through digital twins simulating the wear and tear on an aircraft’s systems and parts. Technology can delight customers with customised offers, easy and faster check-ins, providing options to track and control their luggage remotely so on and so forth. Privacy Statement According to a study, around two-thirds of travellers use airline apps. 2) Passengers can then use their smartphone to control the in-flight entertainment system, as well as order food, drinks and snacks to their seat. Let's craft delightful digital experiences together.Tell us more about your vision. During overnight flights, you’re most likely to upgrade if it’s a flight when you want to sleep. The first ever aeroplane took flight on 17th December 1903. Building personalisation, a seamless digital interface at every touch point, operational efficiencies, environmentally friendly technologies and so on are all the elements a utopian airline world is made of. Technology provides enough customer data enabling airlines to get to know their customers well. “It’s all about showing the business what is possible and what the technology could do for them and their customers.” – Tim Graham, Technology Innovation & Development Manager at Virgin Atlantic. One airline which has got this right is Raynair, with their smart calendar option which allows the customer to slide through different dates to compare prices simply, and when the departure date is altered, the return date calendar automatically slides across to the days following this date. Travel Ecosystem. In fact, carriers can look to the leading players in industries … Recently Kulula upgraded digital channels and introduced a new mobile app which has improved the airline’s digital relationships with their customers, and the efficiency of its operations. For passengers who have previously flown with the airline, the app keeps track of any food, drink or viewing preferences from previous flights. Give a Gift. 17th Annual Photo Contest Finalists Announced. Vote Now! Next stage innovation for airlines Having gone through challenging times as an industry, airlines are capitalising on new technologies to deliver the best possible experience and will continue to innovate … Today, fuel per passenger kilometre has come down to 70% since the 1960’s, and aircrafts have become 75% quieter. Hence, airlines try to improve their services continuously. One such function on the website can be the calendar view, which has the potential for causing confusion. Airlines have been kicking around the idea of standing seats for a while now, and this year at the Aircraft Interiors Expo in Germany, Italian company Aviointeriors unveiled a prototype of such a design. Technology … With the growth of airline industry, the players have also mushroomed, each trying to win over customers by delighting them through value and innovation. The airline industry is forced by the increasing worldwide competition due to the development of economic globalization and technology advancements. Here are some ways smartphones have changed the way people fly. Introducing a mobile app will further help this cause. It can be a daunting task to keep up with the changing customer demands and provide a seamless and delightful experience throughout the passenger journey. Some of the things which Leech suggests can elevate customer experience are: a) Upselling the customer an insurance nearer to the date of journey, when they are more likely to prepare for the trip and take appropriate precautions envisioning the problems that may arise during their journey. According to a survey, 31% of customers who used mobile, rated the experience as negative due to the check-in process. The ‘glass bottom jet’ feature is accessed through in-flight Wi-Fi from 10,000 ft and allows passengers to track their flight by watching a computerised image of the plane on their handheld device. To ease this out, some airlines like KLM, automatically alter the currency when the customer changes their country selection. The technology has been implemented by a number of airlines, including Emirates, Evelop, Austrian, Aigle Azur and Etihad. Technology - Innovation and Standardisation in the Airline Industry NDC and ONE Order represent a new generation of technology for airline distribution, but they build on a long tradition of airlines working … Giving customers access to these at all possible interaction points in an easy and simple interface is key to closing the loop.’’. Summer travel season is almost here, and we’re all set to fly to Dubai on Emirates’ A380, in the new first-class private suite with the shower spa and the sky bar. Online check-in on the web has been available for some time.”. Today, over a hundred years later, with 3.7 Billion passengers a year and delivering one-third of the world’s trade, the airline industry has come a long way. Whatever be the medium, it is important for them to provide a seamless and an easy to navigate interface on the platform. Three steps to make empty airports a thing of the past. Competitive advantage … It’s a very simple application that allows for content on schedules, policies etc., mobile check-in, weather and flight status. Airlines are stepping up their game with technology and are trying not just to meet customer expectations but exceed them. Remaining the only global airline with RFID real-time bag tag tracking via its app. This minimises the chances of confusion and adds an element of security for the user. There are two ways to sell any item: talking about the positive things that a purchase gives you, or about the negative things that a purchase solves. Over the years fuel efficiency of aircrafts has increased. Cookie Policy They start booking a flight thinking it costs an amount X, however after adding meals, extra baggage, seat selection etc. Terms of Use A smaller set of well-capitalized airlines makes sense for an industry with enormous exposure to external shocks, but it would be a mistake to assume the post-2020 industry will look the … According to a study done: on a scale of 5, the average mood rating of customers using airline websites was 2.4, with only 30% of customers rating themselves as satisfied. Biometric identity management, Beacons and Way Finding solutions, Pre-airport self-service options etc. Flight delays and the costs associated with them are an even bigger deal for airlines. most of the times the cost goes up significantly. But one … Flying back it could be about getting most successful upsells are at the right time when the problem might arise, selling travel insurance two or three days before they visit, for example.”. 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