The airline industry is undergoing a transformation towards “consumer centricity” as airlines recognize the importance of treating passengers as consumers, reports PhocusWire.
At an IATA forum in MAY, the association highlighted the “sometimes-overlooked” fact that airline passengers are consumers and airlines are consumer-facing businesses. However, with a focus on personalization, connected journeys and passenger control, this attitude is shifting as airlines invest in digital infrastructure and innovative technologies to enhance the travel experience, the report says.
By leveraging automation, communication platforms, and data insights, airlines can create a more connected and personalized experience for passengers. According to the article, embracing modern API-driven approaches, utilizing data and optimizing inventory distribution, as well as adopting digitized tools like NDC and AI, are key strategies.
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