Comments for Future Travel Experience

Comment on FTE Exclusive: Ryanair CEO Michael O’Leary – “Who needs self-service when you’ve got the Internet?” by Gert Meijer

Gert Meijer — Fri, 27 Jan 2012 08:15:34 +0000

O’Leary is wrong about the use of mobile phone. Printing a boarding pass is indeed simple, at home and for the outbound flight. But for the return flight, with often no easy access to a printer, mobile technology comes in very handy, adding value to the passenger.

Comment on FTE Exclusive: Ryanair CEO Michael O’Leary – “Who needs self-service when you’ve got the Internet?” by Anthony Smith-Chaigneau

Anthony Smith-Chaigneau — Thu, 26 Jan 2012 17:30:31 +0000

I love the phrase – ‘When you have the Internet’ – I was cut off from Internet recently for 22 days at home because of a computer error. I ran around like a proverbial blue-ar**d fly trying to print out boarding passes in a small cyber-cafe a friends house and they were not exactly set-up so that it was successful. I didn’t have the access to the email from Ryan Air either to do said transaction. There is no guaranteed INTERNET and if Michael was to understand that most of his destinations are to places Internet has not actually reached…OK exaggerating there a bit on those destinations but so is Michael when it comes to this point about Internet. What if you didnt have access at a crucial moment? What then? Relying on technology is a fatal flaw of this industry.

Comment on Passenger self-service versus the check-in desk – which is the way forward? by Anthony Smith-Chaigneau

Anthony Smith-Chaigneau — Thu, 26 Jan 2012 17:21:32 +0000

I was in Munich when the airport shut down because of a snowstorm. It was chaos as not a single ‘self-service machine’ could re-route, accomodate, feed, and re-organise the thousands of passengers that were stranded. It is a joke to talk about adding more machines and less staff in a place where most people need people for reassurance when things go wrong (and they often do). In our book Please Step Aside – I AM A FREQUENT FLYER we have covered a lot of these incidents. Highlighting the fraility of the whole eco-system of airports.

Comment on Airport customer service agents go mobile by Sceptical corporate traveller

Sceptical corporate traveller — Thu, 05 Jan 2012 15:14:25 +0000

How long these things take to become routine! Air Canada piloted such an approach as long ago as 2000!

Comment on Video: Bangalore Airport displays ambitious self-service vision by Rafal

Rafal — Tue, 27 Dec 2011 04:53:07 +0000

Haven’t been in Bangalore yet, but the idea to implement more self-service inc. tagging and baggage drop sounds like a good move to me. It will take some time for the passengers to get used to the new service though.

Comment on Singapore Airlines scraps self-service kiosks by Rafal

Rafal — Tue, 27 Dec 2011 04:49:29 +0000

It’s a very interesting trend. Will keep watching!

Comment on Airport 2025 – Rethinking the customer experience by andy malinofsky

andy malinofsky — Thu, 24 Nov 2011 19:03:20 +0000

There needs to be better collaboration between airlines and airports in order to streamline the passenger experience from booking to journey end. How to deliver seamless information, advice, recommendation etc to a customer via their communications device, and application of choice will be key to ensure seamlessness, whether through service discovery via network based delivery system, or collaborative and aggregated services delivered to a common client platform. The answer to the question of who owns the customer is, at various points of the journey, both.

Comment on Is self-service bag drop the future of baggage processing? by jose.guillen@bbc.no

jose.guillen@bbc.no — Tue, 15 Nov 2011 12:28:15 +0000

We have 8 airports in Norway, with Self service bag drop, some of which have been operational since 2008
It works very well and customer rating is very enjoyable with the solution.
Regards
Jose.

Comment on The fully mobilized passenger by IM Smith

IM Smith — Thu, 10 Nov 2011 19:59:07 +0000

All correct, this flies the passenger straight to onboard offers. This is why we have launched our boarding pass duty free QR demo with Securidox.

Comment on Next Generation Check-In: A new benchmark for passenger and baggage processing by Subayya

Subayya — Fri, 04 Nov 2011 03:19:15 +0000

Very true. Hope it becomes a standard among its one world partners. With the current economical turmoil and uncertainity of the airline business it is the future with a long term investment.