Airline Customer Experience: Digitalization in Passenger Services aims to show how digitalization is transforming the way the aviation industry operates, making it more efficient, profitable, and sustainable. It presents a nuanced and kaleidoscopic view, which will be at once familiar and illuminating to readers.
In the 21st century, commercial aviation has been transformed into a passenger-centric business, in which the customer has assumed or requires an ever more active role in managing their own journeys. This trend is set to continue with innovations and transformations in multiple areas. Point-of-sale solutions will redefine in-flight commerce, making it easier for passengers to make purchases during their journey. Telemedicine will ensure health and safety onboard, allowing for immediate medical assistance in case of emergencies. The shift to personal electronic devices for in-flight entertainment (IFE) will cater to the digitally savvy passenger and their expectations in the digital age. Smart cabins will revolutionize in-flight food and beverage services, providing passengers with a more personalized and enjoyable experience. Data-driven catering will reduce food waste and boost profits in aviation. In short, all areas of the passenger experience will be affected by ongoing digital transformation.
Airline Customer Experience: Digitalization in Passenger Services aims to show how digitalization is transforming the way the aviation industry operates, making it more efficient, profitable, and sustainable. The wide-ranging contents embrace all aspects of aviation relating to the customer experience, from purchase and pre-check-in, to the services offered to passengers in flight and beyond. The authors present a nuanced and kaleidoscopic view of the airline customer experience, which will be at once familiar and illuminating to readers.
This book is an essential resource for advanced postgraduate students and researchers working in aviation, particularly those with a focus on aviation service operations management, customer services and customer relationship management. Practising airline managers and operators will also value the innovative insights and examples the book offers.
Preface, Contributors,
Chapter
1. Passenger-Centric Aviation: The Role
of Digitalization from Booking to Boarding,
Chapter
2. Digital Savvy
Passengers: Redefining Travel Experiences Through AI, Automation, and
Hyper-Personalization,
Chapter
3. Expectations and Elevated Experiences of
the Digital-Savvy Passenger in the Modern Aviation Industry,
Chapter
4. The
Role of Mobile Applications in Streamlining Passenger Services and
Engagement,
Chapter
5. Telemedicine Solutions for Passenger and Crew Health
in Aviation,
Chapter
6. Performance Optimization in Aviation: A Digital
Approach,
Chapter
7. Revolutionizing Passenger Services: Smart Cabin
Technologies,
Chapter
8. Generative AI in Aviation: Transforming Passenger
Experience and Operational Efficiency with Ethical AI,
Chapter
9. Real-Time
Flight Tracking: Transforming Disruption Management and Passenger Experience,
Chapter
10. Data-Driven Catering: Reducing Food Waste and Maximizing Profits,
Chapter
11. Driving In-Flight Sales: Factors Influencing Passenger Purchase
Decisions,
Chapter
12. Understanding Turnover in Aviation: The Role of
Extrinsic Motivators,
Chapter
13. Retaining Aviation Talent: Motivational
Strategies for Employee Engagement,
Chapter
14. Work-Life Balance Strategies
for 24/7 Airport Ground Staff Operations,
Chapter
15. Cybersecurity in
Aviation: Navigating Privacy and Legal Challenges,
Chapter
16. In-Flight
Telemedicine: Ensuring Health and Safety Onboard,
Chapter
17. Redefining
Airline Loyalty Programs in the Digital Age,
Chapter
18. The Design and
Delivery of Aviation English Courses: Teachers Experiences and Practices,
Chapter
19. The Impact of Artificial Intelligence on Future Sustainable
Aviation,
Chapter
20. Methods for Fuel Efficiency: Leading towards
Sustainable Aviation,
Chapter
21. Aviation Laws in the Era of Artificial
Intelligence, Index
Pushan Kumar Dutta is an Associate Professor at Amity University Kolkata where he teaches and conducts research in the School of Engineering and Technology.
Martin Ricciuti is an aviation business management expert based in Kansas City, USA.
Ismail Bogrekci is a Professor at Aydin Adnan Menderes University, Turkey, and has a background in robotics, automation, and drones.
Sumeet Suseelan is an aviation industry expert and published author with over 15 years of experience spanning airlines, academia, and entrepreneurship.
