- Customer centricity in aviationAs an airline, when it comes to judging the loyalty of a customer, there are many factors that need to be considered beyond the simple mechanism of miles or segments flown. Am I really only judged as “important” to an airline if I flew a lot with them within a fixed timeframe? This is a potentially flawed assessment, particularly considering that, regardless of how much I paid for those flights, I might not actually have paid for them myself if I travel a lot for business. In this case, the “customer” may be the company paying for the travel, however “customer centricity” still focuses on the individual travelling. How should lifetime value be measured and assigned between the customer and the traveller when these are not identical? What about my changing needs and behaviours as a traveller, particularly as airlines evolve their product offerings?
- The APAC distribution landscape is “progressing but conservative”In this twenty-five-minute interview Daniel gave his perspective on the huge topic that is distribution in the Asia-Pacific region. Tackling this extensive subject, Daniel identified areas of variation across the region providing a useful overview of the transformation, uptake, and challenges. Additionally, Daniel highlighted catalysts and barriers to change in the region, shedding light on the current landscape and cautiously drawing comparisons against other areas of the globe. An important takeaway from the discussion was that many of these changes are costly and have repercussions that must be considered before integrating new systems. With all the future facing conversations concerning implementing updated systems, the complexities and costs around successfully installing new technology and systems cannot be understated.
- Hey Airline Exec – Put your bum in my seat!There is a lot of talk about customer experience, customer centricity, net promotor scores and the like amongst the airlines. Seemingly more now than ever before. But where and when does customer centricity come into play? And more crucially, why is it not working – or at least, not the way the customer feels it should? To get us all on the same page, we should define what we mean by the term “customer experience”. Basically, we are talking about how an airline engages with customers in any form – through personal contacts at a counter or on board a flight, through digital means such as an airline website or mobile app, through visual means such as airport signage and onboard materials or through communication such as emails, phone calls, chats, and others.
Travel Industry Strategy and Solution Consulting
Your needs are our guidelines. Travel in Motion GmbH, travel industry consulting, will find the ideal model to work with you and provide you the support you require.
We focus on eCommerce, IATA NDC, distribution, revenue management, mobility and customer experience related travel topics. We can support you in creating business strategies, and translate those into business solutions.
Travel in Motion will accompany you from ideation to strategy creation, from business process modeling to requirements definition and finally from solution definition to vendor selection.
What we do
Travel in Motion currently has about 40 clients across the globe. Our customers range from airlines of various sizes to PSS providers, travel ecommerce vendors, travel IT vendors, travel start-ups and payment providers. With travel industry consulting, we serve airlines, small and midsize IT companies and multinational corporations in the travel industry. We are privileged to count industry organisations such as IATA to our customer base as well.
Our current work ranges from developing sales and business development strategies to solution design reviews, from one day workshops to longterm strategy engagements, driving airline IT strategies and airline NDC roadmaps to competitive benchmarks amongst industry players. We support airlines in defining NDC and merchandising strategies and market roll-out plans, and support them in the execution. We are at the forefront of the IATA ONE Order concepts, both from an industry perspective as well as looking at possible transitions with customer airlines.
We support vendors in M&A discussions and contract negotiations. We conduct benchmarks of airline eCommerce vendors’ capabilities and market perception. We support leading global IT vendors in business development and business strategy in relation to travel and transportation market and helped with new product definition and market validation.
We facilitate workshops for airlines, vendors and have done so for the leading airline industry governing body organisation, supporting organisations in defining programme scope and activities.
We moderate panels and facilitate discussions as a neutral third party.
Finally, in between all this work, we also author reports on NDC, ONE Order and future industry direction for various clients.
We’d love to support your company’s growth and success with our expertise and experience.