Gone are the days of the brick and mortar travel agencies and glossy brochures. If airlines want to win over customers, they’ve got to wow with their digital offering.
On the 25th March 2017 50 volunteers descended on Travelport HQ in Dublin’s city centre to take part in the CoderDojo Coolest Projects appathon.
The digital transformation we’ve seen over the last decade now means we live in a mobile culture where everyone and everything is connected.
What impact on downloads do you think it would make to have your airline app jump from a 4-star to a 5-star rating?
The ‘day of travel’ can be frustrating even for frequent travellers. Fears about getting to the airport on time, lengthy security queues, uncertainties about flight take-off times, gate locations in unknown airports, lost baggage... are all common pain points. However, as travellers become increasingly connected, the mobile channel opens up new opportunities for airlines to reduce confusion and take customer service to another level by offering a more seamless, connected end-to-end travel experience with a contextual, ‘day of travel’ guidance via their mobile apps.
Personalization is becoming increasingly important as an enabler for TMCs to drive long term loyalty among their customer base. However, a TMC’s ability to personalize depends on level of knowledge they have on the business traveler.
If you’re working in the travel industry and reading this then I don’t need to tell you that bots and AI are hot topics. This area is vast, from a large and growing start-up and tech supplier scene to platform plays from the likes of Facebook and Skype, barely a day passes without reference to the effect this trend will have on the travel industry. But let’s boil this down to the three areas where bots and AI are currently impacting the industry and take a look at how this may evolve in 2017.
Considering the volume of digital distractions that we face, you can understand why it’s becoming increasingly difficult for airlines to maintain any type of meaningful loyalty. For that reason, I believe an existing BUT growing trend into 2017 (and beyond) will be a continued focus on mastering personalisation via mobile as a more natural means of driving customer loyalty.