Mercator outlines customer airline service trends for 2017

Mercator, via its official blog, released (27-Feb-2017) its major predictions for the development of the airline customer experience in 2017:

• Airlines to continue their shift towards a platform business model. Airlines are developing platform economies that acknowledge that the flight is only a part of the journey and deliver an omni-channel approach to the entire door-to-door travel experience. Mercator expects airlines will increasingly integrate and connect services that were previously disconnected;
• Increasing use of virtual reality. Airlines are increasingly realising benefits of offering virtual reality (VR) beyond just making the flight more enjoyable. Carriers are collecting and analysing data from VR headset use, customising offers and personalising the flight experience;
• Roll-out of more technology to alleviate customer pain points. Airlines are using technology to solve common problems - such as such as flight delays, lost or delayed luggage, and slow boarding procedures - more effectively;
• Drive ancillary sales. Airlines will continue to find ways to add more and better ancillary services;
• Use of bid data to increase the personalisation of travel. Airlines are increasingly deploying big data insights to track customer behavior and purchase history, and use this to make a connection on a personal level with their customers. Airline are also increasing direct interaction with customers, through social media, apps and creating online spaces for their customers. [more - original PR]