Flying in 2015 will be more of a mobile, online experience
Fly to Thailand or other global destinations will change dramatically in the coming years. IATA predicts that airlines worldwide will carry more than 3,6 billion people by the year 2016.
On the one hand, this enormous capacity must be processed in an efficient and environmentally friendly manner. On the other hand, each of these 3,6 billion passengers demands an improvement in the individual overall experience, both at the airport and during the flight. This means huge volumes combined with a personal approach.
A report from SITA looks two years ahead and, based on a major customer survey, gives an idea of how customers want to buy and experience air travel in the near future. It is not about trends or predictions, but about inevitable developments based on the situation today.
More smartphones than suitcases on the road
In 2010, 28% of travelers had a smartphone. In 2012, that share increased to 70%. You can assume that within two years almost every traveler will have a smartphone in his pocket. More importantly, these travelers will also be able and willing to use their tool. For everything from communication information to booking and changing travel plans. The big challenge for the travel sector: being able to respond quickly and effectively to the traveler's desire to use their smartphone for all possible purchases and services.
From loyalty programs to personal travel offers
Alaska Airlines launched a travel app “Deals and Destinations” in 2012. Customers of the airline receive offers departing from their region of residence, to places where their friends, customers or colleagues live. The customers can share those deals with their friends and acquaintances. This initiative is followed with interest worldwide, because the first results are very positive. The big challenge for the travel sector: expanding the existing frequent flyer programs with personal offers that pleasantly surprise the customer.
Fast, efficient self-service as an airport experience
Airlines work hard these days to ensure that the customer can do the work themselves! This seems quite paradoxical, but it is exactly what the customer wants. Self check-in, self boarding, being able to consult the necessary information at the time that suits it best: until he or she is on the plane, the customer wants to have as much control as possible over the entire process. The big challenge for the travel industry: to ensure that every customer can do self-service, while the entire process runs without major obstacles and obstacles.
The aviation sector will therefore face major challenges in the coming years.