IATA CEO expects rapid evolution in relationship between airlines and customers

IATA director general and CEO Tony Tyler, speaking at the CAPA Airlines In Transition Summit, predicted (11-Mar-2016) rapid evolution in the relationship between airlines and customers in the next five to six years. Mr Tyler said customers are increasingly making their own decisions based on easier access to information. Mr Tyler also noted airlines' "back office" legacy IT systems are under great strain from growing customer demands.