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. The airline industry is forced by the increasing worldwide competition due to the development of economic globalization and technology advancements. 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. Airlines are stepping up their game with technology … Digital applications can help airlines personalise customer experience across every touch point. PASSUR, a business intelligence company also partnered with GE, SITA 2017 Air Transport IT Trends Insights. Get the best of Smithsonian magazine by email. 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. or Most airlines ensure that selected flight and price are fixed in the sidebar, that way they remain in view. Some of these innovations … Various airlines are taking note of recent discoveries regarding the power of sensory-driven experiences, a great example of which is the British Airways initiative that saw the pairing of the airline… Biofuels. In partnership with VR company Neutral Digital, British Airways also tested the … Little things can make the website extremely easy or complicated for the users. An omnichannel digital experience is amiss. 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. Her work has appeared in The New York Times, The Atlantic, The New Republic, The Washington Post and other publications. The cabin crew can update all flight events – such as the flight schedule and the food menu – in real time. And, how can they work with the other members of the industry – airports, travel agents/sites to build a 360-degree digital experience? For instance, pilots can follow pre-programmed landing patterns that save energy and improve safety, while airlines can also analyse this data to optimise routes and altitudes to reduce emissions. Surabhi Ghosh Chatterjee is our soft spoken Marketing Communications Manager with an extensive experience in B2B marketing in the tech domain. With the growth of airline industry, the players have also mushroomed, each trying to win over customers by delighting them through value and innovation. Mobile apps also play a significant role when it comes to booking management. As we head into 2020, there is a lot of room for new technology to hold a place within the aviation industry. One such function on the website can be the calendar view, which has the potential for causing confusion. After sales services play an important role when it comes to retaining the customer and building a positive interaction for them. According to a study, around two-thirds of travellers use airline apps. Flight delays and the costs associated with them are an even bigger deal for airlines. can save huge costs for the sector. 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. Artificial intelligence (AI) in seats. “Innovation is therefore an enormous part of any airline’s future strategy,” he said. 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. Even minimal changes in fuel efficiency, reduction in operational and training costs etc. Airline innovation has come a long way—and companies now have a new tech-savvy consumer to please. 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. This minimises the chances of confusion and adds an element of security for the user. … Eschew empty spots on the subway in favor of strap-hanging? 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. What is the ideal number of months to display at one time? The innovations suggested above would allow airlines to slightly increase the average fare, as consumers would be more focused on value-added services rather than strictly upon the price. Information Systems Associates FZE provides high-performance technology to the global travel and airlines business Major advances in information technology are giving key global industries reason to … Developed in-house in partnership with creative agency Reaktor, Finnair has dubbed its Panasonic IFE system ‘Nordic Sky’. A call to action for extra baggage allowance, through email, app notification or text message, is ideally timed at this point in the journey. Learn how governments, airlines … Further, digitisation implemented right can go a long way in helping the industry with less downtime, better service and higher margins. Technology provides enough customer data enabling airlines to get to know their customers well. While the airline industry has experienced a number of significant institutional innovations over the years, including the adoption of hub-and-spoke networks and frequent flier programs and the use of yield management techniques, true technological innovations … Analytics can help immensely in making sense of all this data and help airlines answer the questions mentioned above. Today, fuel per passenger kilometre has come down to 70% since the 1960’s, and aircrafts have become 75% quieter. Giving customers access to these at all possible interaction points in an easy and simple interface is key to closing the loop.’’. Advertising Notice But she stressed: “Innovation … 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. Here are seven of the most interesting, amazing and downright scary recent airline innovations, for your summer travel pleasure. Among them, 13% are most likely to use apps to make flight arrangements or to manage flight disruptions. Alternatively, the airlines … 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. Resources that can help you start, build and support your digital journey. 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. For him, the real innovation in the airline industry is happening in the backend. Further, PASSUR, a business intelligence company also partnered with GE to build intelligence solutions for the aviation industry to address biggest operational challenges and opportunities with the goal of improving overall airline and airport reliability, service, and cash flow. “We wanted technology that would help us better understand our guests’ needs, focus on their individual priorities, and create an experience they can’t get with any other airline. According to a research, 85% of travellers are happy to provide additional personal data to airlines. However, nudging customers towards seat selection, adding luggage, or investing in partner companies for amenities like insurance or rental cars should be done subtly and non-intrusively. Therefore, it is important for airlines to ensure that their mobile interface is geared up to handle the complexity of the booking process. Before airlines even begin to personalise a passenger’s experience, they have to be sure of what do air travellers want? Others are intended to save on fuel costs or cram more passengers into the already cattle pen-like fuselage. It is estimated that just 1% reduction in jet fuel use alone could save the industry $30 billion over 15 years. Evolving with e- commerce Improving … Digital applications can considerably reduce the instances of operational malfunctions. Cabin crew announcements appear at the top of the display and inform passengers of events such as flight schedule and meal delivery. To represent, lead and serve the airline industry Technology and Innovation in Aviation May 2016 Nick Careen 2. Do you find economy seats too comfortable? Airlines are stepping up their game with technology and are trying not just to meet customer expectations but exceed them. 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. It’s a very simple application that allows for content on schedules, policies etc., mobile check-in, weather and flight status. In any case, the result is a dissatisfied customer. At this point, they are more likely to buy, considering it as a necessary expense. Introduction. 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. 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. Further, when it comes to providing data to airlines, customers don’t shy away. A sentiment echoed by most airline professionals, and thus airlines are trying to offer the best possible service, keeping in mind the expectations of their tech-savvy customers, with a plethora of options at their disposal. 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. 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. Some of the reasons for this are reliance on ageing systems, a lack of omnichannel capabilities and an inability to seamlessly coordinate the activities of multiple partners in the value chain. 2) Easy currency conversions – while booking international flights currency conversions can be extremely confusing for the customer. 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). 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. Simply adding digital assets is not the solution, the new-age flyer expects a seamless and delightful experience. More than half of these investments (68 percent) are expected to be spent on customer personalisation. 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. Explore uncharted directions in the Travel industry and gain insights on industry trends and technology. Technology and Innovation in Aviation 1. Previous standing seat designs have been nixed by regulators, so it remains to be seen whether the Sky Rider ever takes off (sorry). California Do Not Sell My Info Remaining the only global airline with RFID real-time bag tag tracking via its app. By clicking 'subscribe' you agree to our, Handcrafted by Robosoft. This utopian dream might soon become a reality with the fast-growing technology space. “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. 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. Houston Airports has partnered with technology company Aira to provide a more accessible passenger experience for blind and low vision travellers. Nothing can be more annoying for a customer than going through a cumbersome process of searching, selecting and entering information on an airline’s website and having an error on the booking page after all the hard work is done. 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. 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. Communication is usually a key aspect when it comes to air travel, and technology is serving to enhance communication between airport officials and consumers. 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Though airlines do provide some personalisation options, they are mostly limited to offers and recommendations. 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. 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.) 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. She is the author of Homeward Bound: Why Women Are Embracing the New Domesticity. As airlines digitize their core functions, they will face the challenge of dealing with legacy technology. E.g. Continue This is not unique to airlines. As airlines consistently work towards building on-demand, real-time and end-to-end solutions for customers, we can expect that the future of airline travel is going to be a lot more exciting for flyers and profitable for the airlines. The most important such innovation over the last fifty years was the emergence of the jet passenger aircraft in the 1960s, and Information Technology application. 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. However, mobile users reported the highest levels of overall satisfaction – with an average mood rate of 2.8. In addition, wireless technology will have greater emphasis with inflight entertainment with customers increasing their reliance on mobile devices. The … The first ever aeroplane took flight on 17th December 1903. 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