Beyond price and loyalty programs

Do you recall your best in-flight experience? Maybe your worst experience was more memorable? In the highly-competitive airline industry, improving the customer experience is driving investment, differentiating brands, and generating a “healthy” tension between airlines and aircraft OEMs.

Airlines want aircraft that are just right for their range and performance requirements. OEMs have typically designed and delivered a “one-size-fits-all” plane, which individual airlines then look to reconfigure to their tastes – an expensive and often time-consuming process.

More and more airlines and OEMs will have to collaborate earlier and in a way that moves beyond an “engineering shop” relationship to develop innovative product experiences through the aircraft design and technology to better engage and satisfy the end customer – the traveler.

Beyond price and loyalty programs