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 …

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 …

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 …

Measuring Successful Customer Experience Programs

In today’s environment of instantaneous information, the customer while they are travelling, expects to be continuously updated with information relevant to their travel. This flow of information usually comes from a variety of sources, often through with their social networks, Twitter and Facebook being the more prominent. With the ongoing Read More …

Lift Customer Service to New Levels

“There is one thing that service, marketing and sales managers agree upon: a better alignment of your customer contact channels directly improves the success of your organization.” “A corporate control function on C-level is necessary to structure processes and all the activities of marketing, sales and services.” Both these statements Read More …

Passenger Experience Index (PEI)

Airport ROI is fine as a current metric for airports, but to actually to positively impact airport financial results, we must extend any measurement to include engagement with passengers as ‘customers’. In so doing, we can create a new measurement paradigm which we call a “Passenger Experience Index”. This Index Read More …