In a world in which experience is everything, technology has empowered airlines with almost limitless possibilities to impress customers. But is there a danger the industry is getting ahead of itself? Do airlines really understand passenger expectations? A Boxever study aimed to find out.
From paper tickets to facial recognition, technology has transformed the airline experience beyond all recognition. Now the industry is awash with talk of the future - robotics, seamless connectivity and artificial intelligence. But while technology has the potential to redefine customer relationships, it will deliver most meaningfully when built on a foundation of deep customer understanding.
Boxever polled over 1,000 travellers to gather insight on the latest expectations of airlines - and the results were surprising. Our study reveals a continued reliance on ‘traditional’ values of communication, transparency and trust - but also five critical disconnects between what airlines are delivering (and some of the most recent trends) and what customers really want.