20 Jun 2012

Transforming Air Travel Experience

Imagine an air travel experience, where all you need for access and exit at airport is a mobile phone.

You get your ticket on mobile, an electronic bag tag, automated self-service immigration/ passport controls and self boarding pass gates and so on.

Imagine the experience of an ‘empowered’ air traveler. 

According to an article published in Brand Line, Airports of the future will be built with customer at the heart of whatever is planned, conceived or delivered. The article talks about a report, “Reinventing the Airport Ecosystem” by travel technology firm Amadeus which have done an extensive study on what passengers want and here are some of the findings:

  • 63% respondents said they would want Mobile phone to check in and navigate all touch points
  • 59% wanted to use frequent flyer card as permanent boarding pass
  • 56% wanted remote check-in and bag collection services
  • 54% wanted automated self-service immigration and passport control
  • 47% wanted notification when luggage is loaded on the plane
  • 46% wanted self check-in at airports

If we analyze these expectations of the air travelers, they all hover around “Customer Empowerment” and that’s what will distinguish airports of the future from the airports of today!

Centum Learning has perfected the art of improving customer service and empowerment and have consistently worked with a leading International Airport to improve ASQ ratings over the years. To know more, click on the case study.


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