This minimises the chances of confusion and adds an element of security for the user. Today’s digitally-savvy customers expect personalised, on-time solutions which solve real-life problems for them. Here are some ways smartphones have changed the way people fly. The airline industry is forced by the increasing worldwide competition due to the development of economic globalization and technology advancements. That means we must continuously modernize and transform our business by developing the right tools and technology along the way. Competitive advantage … Introduction. But one … For him, the real innovation in the airline industry is happening in the backend. 17th Annual Photo Contest Finalists Announced. They start booking a flight thinking it costs an amount X, however after adding meals, extra baggage, seat selection etc. Even minimal changes in fuel efficiency, reduction in operational and training costs etc. Though airlines do provide some personalisation options, they are mostly limited to offers and recommendations. The cabin crew can update all flight events – such as the flight schedule and the food menu – in real time. Adding layers to checkout process also irks the customer as every step, and with every upgrade, their cost is going up. Biometric identity management, Beacons and Way Finding solutions, Pre-airport self-service options etc. can save huge costs for the sector. are some ways the airlines are delegating manual tasks to technology and saving costs. 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. 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. 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. 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. Technology … 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. Explore uncharted directions in the Travel industry and gain insights on industry trends and technology. It is estimated that just 1% reduction in jet fuel use alone could save the industry $30 billion over 15 years. Over the years fuel efficiency of aircrafts has increased. The customer too expects something more with every flight they take. This prolific rise in the volume of flights not just impacts costs; it is also detrimental to the environment. To represent, lead and serve the airline industry Technology and Innovation in Aviation May 2016 Nick Careen 2. 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. In fact, carriers can look to the leading players in industries … 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. or Surabhi Ghosh Chatterjee is our soft spoken Marketing Communications Manager with an extensive experience in B2B marketing in the tech domain. 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.” … Digital applications can considerably reduce the instances of operational malfunctions. However, mobile users reported the highest levels of overall satisfaction – with an average mood rate of 2.8. Let's craft delightful digital experiences together.Tell us more about your vision. 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. Artificial intelligence (AI) in seats. 3) Making mobile bookings easy – according to the Google Travel Trends report, 46% of travellers make their travel decision on mobile, but finish bookings on a different device. 2) Easy currency conversions – while booking international flights currency conversions can be extremely confusing for the customer. 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. Others are intended to save on fuel costs or cram more passengers into the already cattle pen-like fuselage. For passengers who have previously flown with the airline, the app keeps track of any food, drink or viewing preferences from previous flights. Delta Airlines creates ‘glass bottom’ iPad app for its planes so passengers can look at view. … Terms of Use 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. Copyright © 2020. She is the author of Homeward Bound: Why Women Are Embracing the New Domesticity. This leads the customer to think that either the airline is ripping them of money, or they are compromising on luxuries to actually get the value of their booking. So while it’s a simple application, it has helped in driving more people to check-in online. Self service in airports is growing rapidly, … 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 unbundling of the services is known as ‘ancillary unbundling’. 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. Technology and Innovation in Aviation 1. 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 … 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. 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. 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. This utopian dream might soon become a reality with the fast-growing technology space. 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. Continue But as soon as the customers land on the site their experience starts. – These may sound like basic questions, yet are extremely important. Three steps to make empty airports a thing of the past. Smithsonian Institution. 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. 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… Further, digitisation implemented right can go a long way in helping the industry with less downtime, better service and higher margins. 1. Alternatively, the airlines … 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. Time wasted due to operational glitches like unplanned maintenance, or inspection delays are unnecessary and avoidable. In partnership with VR company Neutral Digital, British Airways also tested the … Kulula is an airline that has benefited by selling unbundled ancillaries on its website and believes offering critical services along the journey could further increase sales and improve customer service. All rights reserved. According to a research, 85% of travellers are happy to provide additional personal data to airlines. 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. 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. With the growth of airline industry, the players have also mushroomed, each trying to win over customers by delighting them through value and innovation. As we head into 2020, there is a lot of room for new technology to hold a place within the aviation industry. An omnichannel digital experience is amiss. Cabin crew announcements appear at the top of the display and inform passengers of events such as flight schedule and meal delivery. 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. Keep up-to-date on: © 2020 Smithsonian Magazine. Do you find economy seats too comfortable? 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 … Therefore, it is important for airlines to ensure that their mobile interface is geared up to handle the complexity of the booking process. Should it scroll vertically or horizontally? 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. An airline’s digital interaction with the customer does not end with booking the flight. The modern-day travellers expect airline experiences which are inline and at par with other industries, as innovative products and services in one industry raise the bar for all industries. Online check-in on the web has been available for some time.”. 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. 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. California Do Not Sell My Info Digitisation can help airlines in reducing the environmental implications due to the increase in air traffic. Get the best of Smithsonian magazine by email.