Scoping a Passenger-centric solution to Airline disruption management (IROPS)

If there’s one thing a passenger hates hearing more than “Your flight has been cancelled”, its “We apologize for the inconvenience, but as soon as we have more information, we’ll let you know.” Most irregular operations quickly turn into communication disasters. And lack of information or incomplete information leaves passengers more frustrated with the airlines. A few months past, an …

Powering Customer Experience with Travel Chatbots

Increased social media and mobile devices consumption, has given travelers unprecedented power to voice their opinions or preferences and demand better customer service across the entire value chain. Many customers now prefer getting instant service through these newer mediums to calling a call center or waiting for an email response. According to a research by Phocuswright, 67% of US Travelers …

Airline Social Media Crisis Management in a Digital World

The headlines this past month have been dominated by the airline industry and definitely not in a good way. A customer service industry at its core, airlines can ill-afford to have their brand reputation, service expectations and their crew rake in mistrust and bad press. From losing loyalty customers – customers filmed themselves destroying their membership cards live, to millions …

No traveller left behind – The Untapped Potential of Accessibility Testing

Today, Travel is an experience that starts when a person clicks and lands on your site or engages with your app. And there starts the journey to customize every need, whim and want of that traveller and his experience. From bleisure travellers to baby boomers, travel is increasingly personalizing its offerings by digitalizing it all. Well, almost every traveller. Until …

Sense, Simplify, Sell: Capturing more of the fare value chain

‘Change’ within aviation is a daily mechanism on three core aspects – Markets, consumer behaviour and market conditions. With the inclusion of ancillary services, negotiated fares and interlining , aviation’s progressively complex ecosystem can see up to 20 million fare changes in a single week. For airlines to be competitive and strategically ahead, means they need to have their pulse …

Enterprise Mobility Adoption in the Workplace and Associated Challenges

Visit any contemporary organization, and the vision of an extremely connected, mobile workforce becomes a reality. More and more employees are using mobile devices – be it smartphones, tablets or even wearable technology like smart watches. Additionally, employees routinely access cloud services as well to conduct their day-to-day work. Combine these two and what you get is Enterprise Mobility Management …

Business Value delivered from Social Media?

By Vipul Doshi, It suddenly seems to be the flavor of the day. Everyone is talking about how does “Social Media add value to my business”. Social media has given customers a voice that they only dreamed of having a few years ago. Through the use of social channels, customers can communicate directly with the brands they do business with, …