IATA Atmosphere Research group, By 2021, it’s predicted that mobile devices will be the only method travel agents, passengers, and other customers will use to connect with airlines. Given this information, it’s clear that airlines need to focus on providing passengers with a great mobile experience before other mobile solutions step in and fill the travel technology gap.
A report written by IATA shows:
- 45% of business passengers believe they use too many websites and apps to find flights
- 41% of leisure passengers want flight shopping to be as easy as shopping for a mobile phone online
While these numbers are only targeted toward searching and purchasing flights, research by Expedia estimates that travelers use an average of 38 digital tools, including search engines and airline sites, just to book a single trip.
What does this mean?
This means that the airline industry is in the perfect position to provide a product customers can get excited about. Ideally, a single app that could provide travellers with a customized suite of services, and could send them personalized offers based on their unique profiles.
Airlines need to think about how they can provide a world-class customer experience while also keeping an eye on increasing revenue.
Integrating Mapsted’s indoor location platform into their applications, allows airlines to provide their travellers with the customized service they want right now.
Mapsted’s hyperlocal, intelligent marketing technology lets airlines upsell one-day passes to their exclusive lounge to passengers waiting in the terminal, and send offers on duty-free products directly to passenger smartphones – in the airport and from the comfort of the cabin. They can also send passengers discounts to restaurants closest to their gate if they’re in for a long wait before their flight. These are the little things that will help airlines offer a highly personalized customer experience to passengers, that they won’t be able to find anywhere else.
By adding Mapsted’s technology into their existing app, airlines are giving passengers a superior travel experience with turn-by-turn directions from check-in until they reach their gate, real-time updates on flight changes, and chances to easily purchase duty-free items in-flight – even in airplane mode.
There’s no need for passengers to struggle through 38 tools anymore. They can do everything directly from one app using Mapsted’s next-generation indoor location-based services, giving them a smart, easy way to connect directly with their favourite airline.
Ready? Reach out and book one of our exclusive indoor location-based services today!
Frequently Asked Questions
Q1. How can airlines save costs using mobile apps?
Ans. Airlines spend a lot of money on real-time interactions at kiosks; having a mobile touchpoint saves them money on passenger services. The mobile app can also meet passenger expectations by catering to a larger audience while maintaining a personal touch.
Q2. What is the need for customer service in the airline sector?
Ans. Customer service is the backbone of all for-profit businesses, regardless of industry. In a competitive market, brands compete to delight customers and keep them loyal. As a result, the airline industry’s profit is dependent on providing excellent customer service.
Q3. How do airlines leverage AI?
Ans. Using artificial intelligence for analytics is critical because it allows airlines to chart efficient routes and select optimal altitudes based on aircraft type, capacity, and weather conditions. Additionally, the AI can optimize fuel consumption for each journey, saving airlines millions of dollars each year.
Q4. How does customer satisfaction matter in the airline industry?
Ans. CSAT scores are linked to airline profits. More satisfied customers, more frequent flyers, and more revenue. As a result, emphasizing PAX helps airlines attract more passengers and revenue.