Digital engagement transforms passenger journeys from a ‘disconnected’ experience to a ‘connected’ experience and satisfies expectations every step of the way.
A happy customer is a repeat customer. A seamless passenger journey that links travelers with airports and airlines from booking travel, to arrival at the final destination is vital. Today’s foray into the world of travel is not for the faint of heart. It typically includes travel to the airport, navigation through the airport, security checks, boarding the plane, waiting in line at baggage claim, and may even continue after arrival. A disruptive journey that leaves passengers feeling less than satisfied could mean the end of that customer relationship.
Digital transformation, however, is creating new opportunities, through ‘service innovation’, to create a connected travel experience.
Travelers want control
According to a recent IATA Global Passenger survey, travelers are most satisfied when they have personal control over their airport experience. They want to do things for themselves. Self-service applications such as booking, check-in, and baggage-tagging and drop-off, provide the autonomy they desire.
Mobile applications that provide self-service options are essential for airports and airlines to offer new services and improve their business. Passengers who use a mobile device or self-service kiosk can reduce the time it takes to move along their journey, compared to those who choose face-to-face interactions.
Keeping passengers connected and informed is vital. Location-based services and up-to-date information such as flight status, find my gate and baggage collection are essential to deliver a positive airport experience.
Technology is changing the journey
Solutions based on Unified Communications as a Service (UCaaS), and Communications Platform as a Service (CPaaS), provide collaboration services and real-time communications such as messaging, voice, collaboration and video. They also allow operators to deliver scheduling updates, re-book flights in case of delay or service disruptions, provide real-time interaction with the staff, as well as dispatch emergency notifications. All of this can be delivered through a single phone app. CPaaS can also leverage Artificial Intelligence (AI) solutions such as, bots, chat bots and Information Systems Databases to offer innovative and up-to-date services.
Learn more about how ALE transportation solutions for airports can provide the building blocks to ensure a successful, connected passenger experience, or check out ‘Fast Forward, our e-zine for 21st century transportation.
Kelly Allen
Director, Vertical Sales Transportation and Hospitality, EUNO, ALE
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