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Addressing flygskam and customer's environmental concerns
Flygskam and customer concerns over the environmental impact of travel require airlines to take more responsibility for their emissions.
Navigating crises with radical customer empathy
Crisis exacerbates issues with the customer experience, and none have felt this more than travel providers. How can airlines navigate the post-pandemic.
Rewarding with vouchers: a customer-centric approach to rebooking and cancellation
A canceled flight with no refund severely damages perception of an airline. Incentivising with rewarding vouchers could improve loyalty.
Flexibility as the remedy for post-pandemic consumer uncertainty
By making airline fare policies more flexible across all traveller segments.
Unpacking ancillaries: introducing flexiblity and SLAs
Additionally, while complexities around ancillary products may include some relatively minor areas for improvements, acknowledging their
Incentivising with relevant and contextualised ancillary products
Ancillaries have taken the lion's share of airline revenues. How you build and incentivise with relevant ancillary products ultimately determines your revenue share.
