Airline Digital Consulting Services

Our airline digital consulting services help airlines to identify, prioritize and implement digital improvement opportunities along the customer journey.

Airline digital consulting services to improve your overall customer experience

New technological innovations are constantly affecting the overall market. These digital developments are forcing airlines to adapt and enhance their product experience to stay relevant for customers. Passengers prefer to fly with an airline that combines the best digital and human service elements.  

As the world outside of aviation becomes more reliant on digital processes, so the expectations of customers change. They embrace the innovations and become more technically enabled through their own digital devices. Airlines can gain a significant competitive advantage by catering to the needs of customer segments which are comfortable booking their travel online by providing intuitive and efficient digital booking tools.  

Many airlines and airports are looking for ways to enhance their customer experience by introducing new digital innovations. These will impact the future passenger journey, lead to smoother operations, and ultimately improve customer satisfaction. Here are some examples of recent digital technologies being applied in the aviation industry.  

  • Latest satellite technology facilitates fast and reliable internet connectivity enabling new on-board cloud solutions to be applied to in-flight entertainment.  
  • Biometrics and facial recognition can provide a self-service passenger journey by verification through physical and behavioral characteristics.  
  • Extended reality incorporates virtual reality to create a holistic user experience through personalization and end-to-end entertainment.  
  • Artificial Intelligence imitates human behavior and decision-making structures to increase efficiency and accuracy.  

Elevate customer satisfaction by implementing the latest digital features and promoting an innovative culture

Passengers expect a smooth and hassle-free experience when they are using an airline’s digital tools. A seamless digital customer journey helps airlines to meet the expectations and positively impact customer satisfaction. However, the individual digital maturity level of an airline also depends on several external factors. Despite the accelerating trend of digitalization, in certain situations passengers also appreciate human interaction and individual attention.  

Keeping up with digital developments can be a huge challenge for airlines. Achieving airline digital maturity goes beyond the introduction of digital features. Whilst these are certainly visible from the customer perspective and impact customer satisfaction, the topic is much broader since non-visible factors are equally important. Internal enablers in the workforce are crucial to drive digital maturity. Airline digitalization and innovation require an environment in which every individual involved is eager to challenge and push the boundaries. In a fast-paced environment, flexibility, the willingness to acquire new digital skills and a culture of innovation are key. 

Visionary leadership with a clear goal and roadmap is an important factor. Knowing which digital improvements will result in the greatest customer satisfaction can give your airline a real competitive advantage and is key to forming your digital roadmap. Employees must then be empowered and encouraged to the carry the vision forward in their work routine by promoting an innovative culture. 

Elevate customer satisfaction by implementing latest digital features and promoting an innovative culture

Passengers expect a smooth and hassle-free experience when they are using an airline’s digital tools. A seamless digital customer journey helps airlines to meet the expectations and positively impact customer satisfaction. However, the individual digital maturity level of an airline also depends on several external factors. Despite the accelerating trend of digitalization, in certain situations passengers also appreciate human interaction and individual attention.  

Keeping up with digital developments can be a huge challenge for airlines. Achieving airline digital maturity goes beyond the introduction of digital features. Whilst these are certainly visible from the customer perspective and impact customer satisfaction, the topic is much broader since non-visible factors are equally important. Internal enablers in the workforce are crucial to drive digital maturity. Airline digitalization and innovation require an environment in which every individual involved is eager to challenge and push the boundaries. In a fast-paced environment, flexibility, the willingness to acquire new digital skills and a culture of innovation are key. 

Visionary leadership with a clear goal and roadmap is an important factor. Knowing which digital improvements will result in the greatest customer satisfaction can give your airline a real competitive advantage and is key to forming your digital roadmap. Employees must then be empowered and encouraged to the carry the vision forward in their work routine by promoting an innovative culture. 

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Benefit from a digital maturity assessment to accelerate your digital transformation

Carrying out a digital maturity assessment is a key starting point to assess where your airline currently stands in its digital development in the business environment in which you operate. Our experts can support your team in identifying gaps in your airline’s digital services and derive a realistic target picture for your future digital customer journey. Based on the assessment’s key findings and recommendations your airline can then decide in which areas to invest. Our experts define specific measures and create an implementation concept. 

Following the digital maturity assessment our experts offer you support in implementing the defined measures along your digital roadmap. These
airline digital consulting services can range from project management during the implementation phase to requirement engineering and strategic partner selection.

A woman and a man with a credit card smiling and booking an airline flight on a cellphone. They are preparing to travel with a camera in front of them and suitcases behind them.

Main benefits of our airline digital consulting services

The key benefits of improving your digital maturity are: 

  • Reduction of costs
    (e.g. higher share of direct sales reducing cost per booking) 
  • Boost in revenues
    (e.g. higher ancillary revenue per passenger by offering more payment methods) 
  • Increase in efficiency
    (e.g. higher feedback response rate) 
  • Automization of processes
    (e.g. faster process from “curb” to gate) 
  • Brand awareness
    (e.g. increase website traffic and conversion rate on digital channels) 
  • Higher customer satisfaction
    (e.g. increase of Net Promoter Score) 

How can we help with our airline and airport consulting services?

Get in touch with our team of experts to discuss how we can help you fulfill your business aspirations.
We look forward to hearing from you.