A presentation that outlines answer to the following questions: What makes passengers feel good about flying? What can aviation learn from other business sectors? What are innovative onboard products and services that show the way the cabin experience will evolve?
Haitian culture and stuff and places and food and travel.pptx
Airline Innovation Trends
1. Embracing The Future
welcoming change and
innovation in the cabin
Aircraft Interiors Expo Raymond Kollau
Hamburg Founder airlinetrends.com
26 March 2012 raymond@airlinetrends.com
6. TODAY
PASSENGERS
WHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?
EMPOWERED CONVENIENCE VALUE FOR MONEY
Informed Simple Format competition
Connected Seamless Frugal customers
Real-time
IN CONTROL
LESS LOYAL
Choice EXPERIENCE Competition = choice
Self-service Comfort Recognized, rewarded
Storytelling
INDIVIDUAL Surprise
Personalized SOCIALLY
Human
RESPONSIBLE
EXPECTATIONS DIVERSE Sustainability
Experienced Non-western Transparency
Other industries Older, female, GenY Accountability
7. TODAY
PERSONAL
“The machines are advancing, yet the eye-striking
change is that Lufthansa is getting only at the doors
of the aircraft in touch with the customer.“
“Lufthansa wants to use passenger’s personal data
to make their flight more personal.”
“What we have to do is really connect the data in a
way to have more individualized customer service.
Today there are a lot of limits.”
- Lufthansa CEO Christoph Franz (Digital Life Conference, Jan. 2012)
8. TODAY
PERSONAL
Shorter feedback loops
3 weeks to 3 days
Satisfaction Gold members:
+14% since rollout initiative
source: IAG nov. 2011
BA Enhanced Service Platform
16. TODAY
CONNECTED
WHAT MAKES PASSENGERS
FEEL GOOD ABOUT FLYING?
North America: 1,500 a/c
Paid usage: 5-8% (Virgin America 16%)
sources: WSJ, In-Stat, Mary Kirby
Delta x Gogo
36. RETAIL (online)
“We are replacing the traditional focus on
distribution, which is driven by efficiency,
with a focus on retailing.
The airline industry should look to the
retail sector for good practice in how to
tailor offers, merchandise and drive
increasing revenues.”
-- David Doctor, Director Distribution Marketing, Amadeus (Jan. 2012)
47. TODAY
INNOVATION
WHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?
Evolving consumer needs and expectations
Personalization and choice increasingly
important elements of passenger experience
Learn from/partner with other industries