Extra Charges Damage Brands

We see headlines such as “Buyers see airline pricing biggest concern for 2015” and as highlighted in The New Yorker: “Why Airlines Want To Make You Suffer”. Consumers increasingly feel that they are getting less for their money, which means for an airline, it’s more difficult to generate increased revenues. Read More …

More Passenger Experience Trends 2015

In the second part of series, More Passenger Experience Trends 2015 looks at today’s Passenger Experience from the viewpoint of making technology serve the passenger. That is, we see the passenger as a mobile, always connected customer of the travel chain suppliers. But what’s the passenger reality versus what’s happening Read More …

Top 6 Passenger Experience Trends 2015

We have looked at today’s Passenger Experience; that is, what’s the passenger reality versus what’s happening in the industry that could make our experience better. From our collective perspeccive (including opinions from a group of global travellers), here’s where we see things from point of view of the passenger:

Augmented Reality Offers Drive Consumer Spend

Breakthrough marketing has been rarely achieved by technology. However, such a breakthrough now exists that gives extensive information to consumers digitally, at a rate never perceived before. It is only recently being encompassed by the largest global companies. It is intriguing and challenges both the imagination of the consumer and Read More …

Mobile Customer Loyalty

Here’s an excerpt from an article “Why Mobile Loyalty is ‘Do-or-Die’ at the Airport”, published in The Wise Marketer. Consumers, who are increasingly mobile and always connected, have a tendency to behave in a different manner when it comes to loyalty programmes. Today, a major opportunity for loyalty programmes is Read More …

Use and Application of Customer Data

An airport understands the critical importance of obtaining more reliable and timely data. There are many uses, but the primary one would be that would enhance both passenger experience and commercial performance in the airport. Unfortunately, an airport’s effort is hampered by a singular lack of customer knowledge. The obvious Read More …

Time to Rethink those Airport Loyalty Strategies

Here’s an excerpt from our article “Time to Rethink those Airport Loyalty Strategies”, published in The Wise Marketer. “Customer loyalty or rewards programs are evolving at a very fast pace. The era and impact of the ‘Frequent Flyer Program’ model and the inexorable shift of the majority of consumers to more Read More …

Stages of Airport Merchandizing

Airports are constantly seeking to gain a larger share of the passenger’s (aka consumer) wallet throughout the travel value chain. Many airports have made their mobile app downloadable for all passengers. The app’s purpose is primarily aimed at being able to support the passenger throughout their travel journey and enhance the customer Read More …

Changing the Passenger Experience

Passenger Experience (PaxEx) seems to evoke a lot of comment. There’s been a lot written, blogged, tweeted and commented in the press about the topic. Most of the positive press has been dedicated to the business/first class passenger amenities. Many extol the virtues of their experiences, which seems to be Read More …

Connecting or Engaging?

Connecting or Engaging, Where’s The Dialogue? We have been watching the discussion on ‘connected’ travellers, which has the premise that if you’re connected, then you’re available for marketing messages. Much of this discussion is led by ‘social media advocates’. But having worked in the various industries for over 30 years, Read More …