The passenger experience is central to the travel industry and has become even more critical over the past four years. In efforts to recover from the global pandemic, enhancing the passenger experience was vital in encouraging holidaymakers and business travellers back into the air. But Passenger demands have continued to evolve, with travel brands like Uber setting the bar for the customer experience, leaving airports and airlines in the dust.
While many travel businesses are making insightful changes to the passenger experience, it is clear that much more needs to be done.
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In a recent survey conducted by AirHelp, it was revealed that airlines are falling short at customer service when disruptions occur, with passengers scoring airlines 3.13 out of 10 when rating their satisfaction with the care they received. This low score highlights a critical gap in the industry’s ability to meet the needs of passengers, particularly during times of uncertainty and inconvenience.
Customer service is a fundamental aspect of the passenger experience and must be kept front of mind when considering areas of improvement for both airlines and airports.
The industry must gain a deeper understanding of how to cater for passengers and how their needs and expectations will continue to evolve to set out goals that align their priorities with shaping the ideal passenger journey.
Advanced technology and automation to streamline touchpoints
Passengers today want more than just getting from one place to another – they value a seamless, enjoyable, and personalised experience from start to finish. Technology has a huge role in helping airlines and airports develop a customer-centric strategy, with tools like AI, machine learning, and big data paving the way.
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By GlobalDataDigital transformation and technological advancements are a driving force, meaning airports and airlines must continue to embrace innovative solutions to revolutionise the customer experience.
The introduction of innovative technologies across areas such as luggage management, security check-ins, customer service, and data analytics, can enable the industry to tackle many of the challenges leading to customer frustration and significantly reduce wait times by streamlining the first steps in the passenger journey.
In addition, providing customers with the ability to seamlessly navigate their way through check-in and security can be achieved with the help of automation. With advanced technology deployed to transport, scan and track luggage, the chances of mishandling and loss are significantly minimised.
AI could revolutionise operations
AI is enabling the travel industry to tap into personalised services and enhance customer experience now and in the long term.
The implementation of AI-powered chatbots and virtual assistants can deliver personalised assistance and guidance to passengers by swiftly responding to enquiries in real-time, freeing up staff members to focus on more complex and critical customer service needs.
Large language models can also easily and automatically review passengers’ documents to extract information to provide the best-informed answer.
Furthermore, enhanced communication between airports, airlines and passengers is essential in facilitating a seamless journey. The adoption of a proactive communication strategy alongside AI-assisted chatbots that allow real-time updates, automated notifications and personalised alerts, can put passengers at ease and minimise the frustration and anxiety of being left in a stressful situation should a delay or disruption occur.
Fostering trust and confidence from passengers in the airline’s and airport’s capabilities of responding quickly to queries is also important when looking to improve the rate of satisfaction.
Data analytics informing decision-making
The collection of data is vital in informing the adoption of processes and approaches to not only meet future demand but to exceed this and continue driving airports and airlines towards success.
Gaining insight into the predictive behaviours and preferences of passengers can give businesses in the travel sector a competitive edge when it comes to creating tailored services and offers, such as personalised travel recommendations, proactive communication and customisable services throughout the journey.
Gaining access to a large scope of data also provides airlines and airports with the advanced ability to optimise operational processes and accurately forecast passenger flows to better allocate resources.
The ever-evolving landscape of technology continues to reshape the travel industry, bringing remarkable changes to airlines and airports worldwide.
To continue to place customers’ needs and satisfaction at the forefront of operations, emerging technologies must be embraced and deployed to streamline processes, reduce frustrations when travelling and bolster an overall improved passenger experience.
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