Airlines are inundated with numerous challenges — market acceleration, as well as pressure to increase profitability, decrease costs, operate more efficiently and exceed customer expectations. Juggling all these issues is not easy. Compounding the problem, passenger demand is expected to double by 2035, and more than 300 airports will be running at maximum capacity, resulting in overcrowded airports and even longer lines.
Travelers’ experience today can be somewhat daunting. They travel from one queue to another (from check-in to security to boarding to deplaning and, finally, to collect their luggage). Often times, customers feel like a number and receive little, if any, one-on-one interaction with airport or airline agents.
To help remedy the stress and anxiety that often accompanies traveling, airlines are looking for ways to increase airport efficiently and throughput, while also enhancing the end-to-end customer experience.
To do this, airlines need to leverage technology and customer information to identify their customers and deliver a personalized service that is contextually relevant throughout their airport experience. Data shows that deliberate efforts to create a best-in-class customer experience at every stage of the customer journey enhances loyalty, increases profitability and improves customer satisfaction.
Innovations in mobile technologies, such as Mobile Concierge, provide an entirely new airport experience for travelers. Mobile Concierge enables airlines to:
- Scale operations,
- Personalize customer service,
- Operate efficiently,
- Improve in-flight support.
The objective of Mobile Concierge is to enhance customer experience at the airport from check-in to the lounge to the gates and even in-flight by providing airline employees all the information they need to address passenger issues … right in the palm of their hands. The solution addresses several fundamental challenges for airlines.