What We Do
Digital Strategy Creation and Assessment: Airlines and airports engage customers during different parts of the customer travel experience lifecycle – Contact/Research, Booking, Travel and Completion. We created a framework to create and assess airlines and airports digital strategy with focus on consistency to brand and business goals, personalization, generating new measurable data sources and ancillary revenue streams.
Mobile Application Assessment: In a 2016 Opera Mediaworks survey, more than 80% of the 1,000 participants noted that they research and book their travel arrangements through a mobile channel (i.e. applications, internet or social media channels). This makes building the right type of mobile application a no.1 consideration for airlines and airports in engaging customers. We created a living framework including many standard and enhanced set of features used today to assist airlines and airports in building and assessing mobile applications and strategy.
Chatbot / Artificial Intelligence: Whether it is through Facebook Messenger, Apple Business Chat or third party platforms, chatbots are increasingly deployed as a personalized way to manage communication on the go between customers and travel suppliers. We partner with a chatbot supplier to strategize and build solutions that include communication, e-commerce, backend data analytic and CRM support.
Emirates becomes an early adopter in allowing passengers the option to preload entertainment choices in a playlist prior to departure. Experience The Skies takes a look at how this system works and the benefits this new feature can bring.
In our last post, we discussed Apple Maps indoor mapping feature set and its significant improvement in airport coverage around the world (refer to post). The following insight digs deeper into features that can further improve user experience, third party integration and data reporting.
Apple Maps including airport indoor spaces was available as part of the iOS 11 upgrade for select iPhone, iPad and iPod Touch users. Between Experience The Skies’ last post in July 2018 to January 2019, Apple has increased the number of airport partners by more than 40% to cover more destinations around the world.
Priority Pass has been the leader of lounge access management for over 25 years. Beyond lounges, it has expanded access to restaurants and personal spaces over the past three years. On December 11, 2018, the travel lifestyle program adds airport merchant offers to the list of benefits members can enjoy.
Over the past five years, the biggest North American airlines progressively installed Wi-Fi to improve connectivity on board their domestic fleet. Today, most of them charge for internet access with the exception of JetBlue Airways which provides complimentary access for their passengers. In 2018, a new trend is brewing as airlines expand or introduce free messaging on […]
Many airlines trial different boarding process with the goal to minimize customer wait time and inconvenience at the gate and ensure that the flight would depart on time without incidents. Chicago based United Airlines is introducing a new process dubbed “Better Boarding” starting on September 18, 2018 that it hopes will reduce dwelling time in […]