It is widely recognised that flying can be stressful and can sometimes be an unpleasant experience, particularly when an airport is busy, queues are long and flights are delayed or cancelled last minute, throwing forward travel plans into disarray.
Airlines and airports are finding that by making the travel experience more enjoyable and efficient, they are able to create an edge over competitors.
For example, by streamlining services and cutting queues allows airports to substantially reduce the number of staff required and potentially increase the amount of travellers passing through airports and the number of flights operated. From an airline's point of view, by making the travel experience more efficient and potentially 'enjoyable' enhances customer service and allows them to gain critical competitive advantages.
This is where mobile communications services really come into their own. The airline industry is fast identifying the advantages that can be gained from mobile communications to increase efficiency, lower overheads and increase customer experience ratings.
Airline SMS alerts
Airlines are now using SMS alerts for notifying passengers about a wide range of subjects. One of the most popular types of SMS alerts is for notifying passengers of operational delays and flight cancellations. This is welcome news for passengers as they are able to coordinate and re-schedule consequent travel plans or business meetings in real time giving them more control over their travel plans.
One airline is using text messages to alert passengers to leave for the airport at a specific time to ensure they make their flight on time by avoiding heavy traffic jams. SMS alerts can also be used to advise passengers about changes to terminals and gates, seat changes, missing luggage and more.
There are many potential uses for SMS alerts in the airline industry but they all have one thing in common. They instantly notify customers to keep them informed. With IATA Global Passenger Survey showing 98% of air travellers prefer proactive notifications of flight disruption, preferably through SMS to their mobile phone, this would seem to be a straight forward means of improving customer care.
Mobile Check-In
Mobile check-in helps customers skip queues and save time. North America Airline Satisfaction Study found that travellers are much more satisfied when they check in using a mobile compared to other check-in options such as using laptops, main counters and kiosks.
Mobile Boarding Passes
Mobile boarding passes are also helping make air travel more enjoyable and raising customer satisfaction. With everyone carrying their mobile phone on them, it gives travellers a quick, convenient and safe way to store boarding passes and this is becoming part of most airlines’ offerings.
App-y Travellers
We are beginning to see many more apps developed to help streamline and enhance the flying experience. For example, Dallas-Fort Worth International Airport (DFW) - one of the busiest airports in the US - has developed an app to help travellers find their gate, restaurants nearby, and a parking spot. Sounds like every traveller's dream to me.
They found this app was particularly essential as the airport embarked an 18 month construction project. With 85% of their travellers also owning a Smartphone, developing a mobile app seemed ideal. Jack Gold, principal analyst and founder of J. Gold Associates stated: "Airports have been dealing with the cost of operations that are through the roof," he says. "If you can eliminate the need to employ people, and people waiting in lines, it can have pretty significant ROI."
We have been providing bespoke mobile solutions for the transport industry since 1999. To learn more about the different ways mobile can help you, please visit our Solution Planner.
This is where mobile communications services really come into their own. The airline industry is fast identifying the advantages that can be gained from mobile communications to increase efficiency, lower overheads and increase customer experience ratings.
Airline SMS alerts
Airlines are now using SMS alerts for notifying passengers about a wide range of subjects. One of the most popular types of SMS alerts is for notifying passengers of operational delays and flight cancellations. This is welcome news for passengers as they are able to coordinate and re-schedule consequent travel plans or business meetings in real time giving them more control over their travel plans.
One airline is using text messages to alert passengers to leave for the airport at a specific time to ensure they make their flight on time by avoiding heavy traffic jams. SMS alerts can also be used to advise passengers about changes to terminals and gates, seat changes, missing luggage and more.
There are many potential uses for SMS alerts in the airline industry but they all have one thing in common. They instantly notify customers to keep them informed. With IATA Global Passenger Survey showing 98% of air travellers prefer proactive notifications of flight disruption, preferably through SMS to their mobile phone, this would seem to be a straight forward means of improving customer care.
Mobile Check-In
Mobile check-in helps customers skip queues and save time. North America Airline Satisfaction Study found that travellers are much more satisfied when they check in using a mobile compared to other check-in options such as using laptops, main counters and kiosks.
Mobile Boarding Passes
Mobile boarding passes are also helping make air travel more enjoyable and raising customer satisfaction. With everyone carrying their mobile phone on them, it gives travellers a quick, convenient and safe way to store boarding passes and this is becoming part of most airlines’ offerings.
App-y Travellers
We are beginning to see many more apps developed to help streamline and enhance the flying experience. For example, Dallas-Fort Worth International Airport (DFW) - one of the busiest airports in the US - has developed an app to help travellers find their gate, restaurants nearby, and a parking spot. Sounds like every traveller's dream to me.
They found this app was particularly essential as the airport embarked an 18 month construction project. With 85% of their travellers also owning a Smartphone, developing a mobile app seemed ideal. Jack Gold, principal analyst and founder of J. Gold Associates stated: "Airports have been dealing with the cost of operations that are through the roof," he says. "If you can eliminate the need to employ people, and people waiting in lines, it can have pretty significant ROI."
We have been providing bespoke mobile solutions for the transport industry since 1999. To learn more about the different ways mobile can help you, please visit our Solution Planner.
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