Welcome to the new age of flying, where air travel is being revolutionized by interconnected devices, the sophisticated use of data and highly-personalized offerings.
Traveling can be stressful in many ways, so the most innovative airlines are working hard to provide a smoother and more enjoyable traveling experience, from the time you first dream about your trip to the moment you grab a ride curbside at journey’s end. Delta Air Lines, for example, opened an innovation center called The Hangar in Atlanta last year focused on improving the customer experience and finding new ways to streamline travel with advanced and connected technologies.
“The essence of hospitality is the anticipation of a guest’s needs,” said Tim Mapes, senior vice president and chief marketing officer for Delta. “Delta’s brand experience is the result of listening to customers and developing new, innovative ways to personalize, enhance and show respect for their time with us.”
The stakes to get it right are enormously high, with the goal being a seamless air travel experience. Any two travelers may arrive at Reagan Washington National Airport (DCA) and board the same plane, but determining what each customer wants and needs before, during and after that flight is critical for customer loyalty and airline success. The secret to improving the customer experience is to understand who you serve and what they want so they can differentiate their experience appropriately.
Here’s what you can expect on your next flight and perhaps in the near future.