Since humans discovered the ability of flying above the clouds, passenger’s expectation are growing exponentially. The aviation sector has been evolving since then to fulfill and exceed passengers’ needs.
In the current climate, digitalization is more vital than anything. Recent technological developments enable airlines to provide the ultimate digital experience for their passengers which will make them closer to pioneering in aviation retail.
Today, we will take a look at how to enhance the digital experience of passengers.
Digital commerce journey has begun
We all know that purchasing online is the easiest and the most convenient way of shopping in the ecommerce ecosystem and the aviation industry has been implementing this and exploring new ways to ensure a more smooth and digital journey for the passengers. It can be easily said that the aviation sector is turning into a giant ecommerce.
Ecommerce is all about experiences these days and digital commerce allows consumers to purchase online which offers ultimately independent experience. According to Statista, more than 40% of flight bookings in 2018 made online via mobile app or website. This percentage is expected to grow in the following years. It is clear that ecommerce side is essential in order to step up in the race.
AI is on the rise
The whole world is digital now and the force that driving this digital transformation is customer experience. Gartner predicts that “By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017. In this scenario, AI presents a tremendous opportunity to redefine customer experiences and end-to-end customer journeys that are more integrated and personalized, so that they feel more natural to customers.
Through 2020, AI use cases supporting CX are forecasted to deliver the most business value, followed by new revenue growth thereafter.”
Personalized customer experience must be a priority
To succeed in ecommerce, airlines should put passengers’ journey first place. How to achieve that goal can be tricky but not impossible. The resolution lies in understanding the consumer and implementing personalization.
We may even use the term ‘’looking through passengers’ eye’’. If an airline can offer that, the customer will return back which will result in the increase of retention rate.
According to Forrester Research, each US airline is losing almost $1.4 billion annual revenue because they have not improved their customer experience. So this concludes that customer experience is more vital than anything.
Focus on ancillaries
By providing extra leg room choice, offering meal selections, airports transfers, fast track and more can make a big difference in passenger’s journey which will end in an increase of conversion and average basket value.
The key is creating a whole journey that will make customers special and valued and here is how you can do it.
More than just your standard airline ticket
Customizing offerings, personalizing engagement functions, optimizing fulfillment and increasing ancillary products will result in an end-to-end travel experience for passengers. Which can all be brought by an all-inclusive ecommerce aviation platform, Ubimecs.
Ubimecs’ aviation module will create a new and digital passenger experience that is more than an airline ticket. With its IATA’s NDC capable platform, you can personalize the flight experience of your passengers, access customer information, provide rich ancillary content and more.
Contact us today to enhance your passenger’s digital experience.