8 DECEMBER 2014
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Britain’s The Economist, probably the world’s leading weekly journal of its kind, has published what it calls “The Future of Air Travel – improved personalisation and profits through the integrated use of customer data.”
In the coming decade, airlines will have the opportunity to transform themselves from pure providers of transportation to full-trip coordinators that interact in an integral, more profitable way with travellers during their journeys. To do so, airlines will have to improve the customer experience, revive brand loyalty and undo the effects of years of cost-cutting says the publication.
To gain greater insight into the innovations that could usher in this new era for travellers, The Economist Intelligence Unit (EIU) surveyed more than 100 airline executives and 800 passengers, in addition to conducting in-depth interviews with 16 industry leaders and observers. The research series, sponsored by Sabre Airline Solutions, confirmed that customers want a more personalised and satisfying experience.
Existing technologies such as in-flight wi-fi, mobile devices and social media can help the industry improve the customer experience at a manageable cost. By adapting customer information management strategies from other industries, airlines can empower passengers by personalising air travel. Best practices in hospitality, logistics and gaming offer powerful road maps for improving the customer experience. www.economistinsights.com/analysis/future-air-travel
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