REDEFINING THE END-TO-END PASSENGER EXPERIENCE AND BUSINESS PERFORMANCE
In part 1 of our focus on personalisation, we explore how 5 airlines – Lufthansa, Delta, Riyadh Air, Cathay and JetBlue – are focusing on taking personalisation to the next level in a way that is intuitive, contextual and seamless.
EVA Air has unveiled its fourth-generation Premium Economy Class seats on the Boeing 787-9. The airline aims to offer “a refined and comfortable cabin experience”, strengthening its three-class service.
Status match is now being offered between Alaska’s Mileage Plan and Hawaiian’s HawaiianMiles loyalty programs to further enhance CX. It is the first step towards an upcoming single combined loyalty program.
Riyadh Air, Saudi Arabia’s new digitally-native airline, has released its sonic brand – “Sound of a New Era” – one of the first key guest experience touchpoints, as the airline approaches its first flight in 2025.
AirAsia has partnered with disruption management platform Plan3 to provide its passengers with best-in-class service and optionality during unexpected disruptions, elevating the airline’s ability to respond.
UrbanV and PAX Aeroportos, concessionaire of Campo de Marte and Jacarepaguá airports, are collaborating to develop Advanced Air Mobility in Brazil with a testbed for innovative solutions in real-world conditions.
Member airlines of Lufthansa Group – including Lufthansa, SWISS, Austrian Airlines, Brussels Airlines and Eurowings – are integrating the Apple AirTag location feature to digitally support baggage tracking.
Flair Airlines is partnering with Immfly to implement cutting-edge onboard retail and digital solutions. As part of this, travellers will have the convenience of in-seat ordering from their personal devices.
STARLUX is launching an enhanced service with Viasat’s high-performance inflight connectivity solution. The aim is to “create an advanced, refined connected experience for travellers”.
JetBlue has launched EvenMore – its new premium travel experience – as another step in the airline’s JetForward strategy. The aim is to provide “a competitive, elevated travel option” with new amenities.
All Nippon Airways and Lufthansa Systems are launching a Proof of Concept, evaluating the feasibility of IATA ONE Order-based accounting and settlement for “a modern customer-centric airline retailing approach”.
airBaltic has reported outstanding success with its new mobile app launched as part of the airline’s commitment to innovation and enhancing CX, with increased bookings and ancillary revenue.
Founder & CEO Daniel Coleman shares an update on FTE’s bold vision for 2025, injecting fresh perspectives and innovative ideas, and testing new tech and approaches, while driving collaboration in a way that no-one else is.
SAS is introducing totally new inflight WiFi with the launch of free, high-speed Starlink connectivity from SpaceX. It will begin the phased rollout on its entire fleet at the end of 2025 for an enhanced CX.
Lufthansa is introducing unlimited free messaging on its long-haul flights from this summer, as it further enhances the customer experience with “a portfolio of digital services that is very attractive”.
United Airlines – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – is the first carrier to add ‘Control Tower’ mode to its onboard flight map for a “seamless, transparent travel experience”.
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