Tag: aviation

Most loyalty programmes are built once and then applied across the board. While this approach may seem logical from an efficiency perspective, what works in aviation does not carry into hospitality or retail. Yet many programmes are still built as though customer behaviour follows a single pattern.

As airlines strip lounge access, flexibility and baggage from business class fares, that lie-flat seat may not deliver all the perks you expect. You're at the airport with a business class ticket in hand. You head toward the lounge, only to be turned away at the door. Alternatively, your meeting moves and you try to change your flight. You then discover that the original ticket is non-refundable.

The worldwide travel market has expanded considerably from just over 400,000 travellers in 1973 to 5.56 billion in 2019. Fighting for market share in this booming industry are two global commercial aircraft manufacturers: Boeing and Airbus.

The aviation sector has pledged, like most, to reach Net Zero by 2050. From the International Air Transport Association (IATA) commitment to ‘Fly Net Zero’ to the declaration from the International Aviation Climate Ambition Coalition at COP 26, the air transport industry is not short of promises to dramatically reduce its carbon footprint.

As digital transformation continues to evolve the business landscape, the market remains fiercely competitive for businesses and brands – especially when it comes to customer loyalty and retention. One industry where this rings especially true is aviation, where customers’ requirements for on-demand access to expert airline consultants must be met through a variety of channels when navigating their travel experience.