experience – Airport Benchmarking

Gazing into the future of travel distribution at FITUR

Karima Kouidri — Tue, 24 Jan 2017 11:47:11 +0000

The crystal balls of the tech world were out in full force as Amadeus shed light on the future of travel distribution at the FITURTECH forum, the Spanish international travel trade show held in Madrid.

The world is changing faster than ever before and the next 10 years will be no exception. It is becoming increasingly difficult to master the value chain and foresee future competitors. Years ago, providers were king, but now the traveller calls the shots. This puts personalisation front and centre. Fernando Cuesta, General Manager, Amadeus Spain, tells us more about personalization and three other areas to keep an eye on:

For global online travel agencies, lagging behind in technology is not an option. Technology is key for improving user experience and delivering lightning fast results. This is a real catalyst for converting visitors into customers. Tomeu Bennasar, CEO, Logitravel, shares his thoughts on these game-changing factors:

Understanding who your clients are and how they are evolving makes all the difference in charting a path forward. As the Danish philosopher Soren Kierkegaard said, in order to understand life, one needs to look back, but you need to go forward in order to live it.

source : http://tinyurl.com/zschbo9

Reinventing the Modern Airport Experience

Karima Kouidri — Sun, 04 Sep 2016 13:10:35 +0000

With lengthy queues, redundant processes, and a lack of personalization, it’s no surprise customers have no love for modern airports. It’s time for airports to reexamine their approach to customer experience and start creating the airport of the future.

— Sabre

Reinventing the customer experience has significant implications for airlines and airports, especially as many of the challenges are particularly critical on the day of travel. During the day of travel, an airline’s operational focus is on passenger movement and on-time flight departures, as well as to increase throughput and streamline processes, such as baggage processing, customer check-in and boarding, all while maximizing revenue per passenger.

The greatest source of travelers’ dissatisfaction is the airport experience at departure and arrival. Currently, a traveler’s airport experience involves lengthy queues, repetitive and redundant processes, and a lack of communication and personalization. This is often compounded by flight disruptions, which not only add to the negative customer experience, but, it costs airlines hundreds of millions of dollars annually. During the day of travel, an airline’s operational focus is on passenger movement and on-time flight departures, as well as to increase throughput and streamline processes, such as baggage processing, customer check-in and boarding, all while maximizing revenue per passenger.

These challenges, however, present significant opportunities — for both airlines and airports — to remove travelers’ stress and improve the overall customer experience. There are numerous improvement areas in the day-of-travel and airport journey today, tomorrow and in the future. In an effort to reduce the impacts of airports’ constrained facilities, airlines are challenged with developing innovative ways to increase throughput and streamline processes, such as baggage and customer check-in, as well as to focus on optimizing the customer’s end-to-end journey. In doing so, airlines can employ a host of technology-based solutions and remove significant costs from across the business, including:

Monitoring Services to Maximize Throughput & Reduce Congestion
Biometric Identification to Streamline & Tighten Security
Permanent Bag Tags to Enhance Customer Experience

To learn more about transforming the airport experience, download the report!

Westfield. One Airport Journey. One Holistic Experience.

Karima Kouidri — Wed, 27 Jul 2016 16:36:52 +0000

Westfield today unveiled a new approach to airport development that will transform the customer experience,

enabling airports and airlines to grow non-aeronautical revenue for investment in infrastructure and operations.

Westfield; “One Airport Journey. One Holistic Experience.” by Westfield is an all-inclusive development strategy that responds to today’s consumers who desire a seamless experience, guided by information from home to the curb, the gate and beyond.

“Today’s consumers expect more than concessions upgrades,” said Dominic Lowe, Executive Vice President, Westfield. “They want a seamless journey, one that’s connected physically and digitally, one that’s personalized to reduce the uncertainty, stress and tension today’s air travelers face. We’re excited to partner and co-invest with airports and airlines to develop and manage a cohesive customer journey that increases customer satisfaction and revenue.”

Building on 50 years of global experience in retail innovation, Westfield designs, funds, builds and manages next-generation environments at airports around the globe

Connected Airlines

Karima Kouidri — Sat, 16 Jul 2016 09:36:43 +0000

Unify airline operations
to improve the customer experience and your bottom line

Airlines are working diligently to streamline the airport journey, provide more personalized product offers, and deliver memorable in-flight experiences.

However, there is also room to improve the most foundational part of the airline customer experience – getting passengers to their destination on time.

In this whitepaper, you’ll learn about:

The link between airlines’ brand promise and enterprise operations
Internal factors that challenge operations and how to address them with a Connected Airline
Four building blocks of a Connected Airline

Get your copy at : The connected Airlines