Airline Customer Experience

Digitalization in Passenger Services

Pushan Kumar Dutta, Martin Ricciuti, Ismail Bogrekci, Sumeet Suseelan

• Publisher: Routledge
• Year: 2025
• eBook ISBN: 9781040406595
• Topic: Technology & Engineering
• Subtopic: Aviation
• Index: Technology & Engineering

In the 21st century, commercial aviation has been transformed into a passenger-centric business in which the customer has assumed 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. Practicing airline managers and operators will also value the innovative insights and examples the book offers.

Table of contents

• Cover
• Half-Title Page
• Title Page
• Copyright Page
• Table of Contents
• List of Figures
• List of Tables
• List of Contributors
• Preface
• 1 Passenger-Centric Aviation: The Role of Digitalization from Booking to Boarding
• 2 Digital-Savvy Passengers: Redefining Travel Experiences through AI, Automation, and Hyper-Personalization
• 3 Expectations and Elevated Experiences of the Digital-Savvy Passenger in the Modern Aviation Industry
• 4 The Role of Mobile Applications in Streamlining Passenger Services and Engagement
• 5 Telemedicine Solutions for Passenger and Crew Health in Aviation
• 6 Performance Optimization in Aviation: A Digital Approach
• 7 Revolutionizing Passenger Services: Smart Cabin Technologies
• 8 Generative AI in Aviation: Transforming Passenger Experience and Operational Efficiency with Ethical AI
• 9 Real-Time Flight Tracking: Transforming Disruption Management and Passenger Experience
• 10 Data-Driven Catering: Reducing Food Waste and Maximizing Profits
• 11 Driving In-Flight Sales: Factors Influencing Passenger Purchase Decisions
• 12 Understanding Turnover in Aviation: The Role of Extrinsic Motivators
• 13 Retaining Aviation Talent: Motivational Strategies for Employee Engagement
• 14 Work–Life Balance Strategies for 24/7 Airport Ground Staff Operations
• 15 Cybersecurity in Aviation: Navigating Privacy and Legal Challenges
• 16 In-Flight Telemedicine: Ensuring Health and Safety Onboard
• 17 Redefining Airline Loyalty Programs in the Digital Age
• 18 The Design and Delivery of Aviation English Courses: Teachers’ Experiences and Practices
• 19 The Impact of Artificial Intelligence on Future Sustainable Aviation
• 20 Methods for Fuel Efficiency: Towards Sustainable Aviation
• 21 Aviation Laws in the Era of Artificial Intelligence
• Index