In order to win the loyalty of the next generation of air travelers and stay ahead in the game, airlines must focus on offering tailored and personalized services.
Today’s travelers, especially the younger demographic - Gen Z and millennials, have different expectations, and rightly so. They are not content with the basic amenities or how air travel has been traditionally. They want more - personalized experiences, offers, luxuries and rewards.
One way to win the next generation of travelers is by providing personalized offers to airline travelers. Personalized offers are the most effective way to engage customers and ensure they return for more. But how can businesses ensure that their offers are tailored to ensure success? Here are a few tips:
To engage the next generation effectively, it's crucial to understand their characteristics and preferences. This tech-savvy cohort values digital engagement and expects seamless travel experiences. Airlines can stay ahead of the curve by adapting to their shifting motivations and expectations.
For example, when purchasing plane tickets, customers prioritize comfort, affordability and convenience. They also desire doing it themselves from the comfort of their homes. Thus, airlines must offer the systems, procedures and services necessary for a seamless ticket booking experience. With only a few clicks, customers should be able to complete all transactions, including booking, check-in, boarding and payment.
Airlines should harness the power of data analytics to gain insights into passenger behavior, preferences, and booking history. By tracking online interactions, search patterns, and purchase habits, carriers can create comprehensive traveler profiles. This data can be used to offer personalized suggestions, such as destination recommendations, seat preferences, and meal choices.
Streamlining the booking process is crucial. Airlines should develop a system that remembers traveler preferences, such as seating, meal choices, and travel class, reducing the time and effort required to book a flight. An efficient, user-friendly booking platform enhances the overall experience.
Big data, artificial intelligence and machine learning enable airlines to deliver targeted marketing campaigns and promotions. By integrating personalization across various touchpoints, such as providing personalized offers to airline travelers, airlines can create seamless experiences that anticipate and fulfill traveler needs.
For example, airlines can create individualized offers and discounts based on an individual's past purchases and behaviors. Suppose a traveler has previously taken a flight to the same destination but did not take advantage of certain services or amenities. In that case, airlines can send them exclusive offers for those services or amenities when they book their next flight. This helps to drive repeat business and encourages customers to take advantage of the full range of available services.
Lastly, airlines should look for ways to engage with customers and provide a personalized experience before and during their journey. Airlines can create communities or forums. Here, travelers can discuss their experiences or share tips with other passengers. They can also reach out to customers before their flight to ask about their preferences. Additionally, airlines can provide targeted discounts, loyalty programs and personalized offers to airline travelers based on the traveler’s destination or flight time.
Implementing AI-driven chatbots can enhance the passenger experience. These bots can handle routine queries, assist with booking changes, and provide personalized recommendations based on traveler history and preferences. They offer 24/7 support and can significantly reduce response times.
Airlines can use passenger data to offer personalized in-flight entertainment options. Travelers can be presented with a list of movies, shows, or music that align with their previous selections or interests. This tailored approach makes the journey more enjoyable.
Airlines should actively seek feedback from passengers and use it to refine and enhance their personalized offerings continually. Regular surveys, social media monitoring, and engagement with travelers can provide valuable insights into what works and what needs improvement.
Airline companies need to deliver personalized offers to airline travelers that meet the demands of the next generation of travelers to stay ahead of the competition. Using the above-mentioned methods, airlines can provide travelers with an unforgettable experience. This will ensure that customers not only keep coming back but also result in them recommending the airline to their friends and family. Isn't that what every business wants?
Naveen is the Founder and CEO of Allerin, a software solutions provider that delivers innovative and agile solutions that enable to automate, inspire and impress. He is a seasoned professional with more than 20 years of experience, with extensive experience in customizing open source products for cost optimizations of large scale IT deployment. He is currently working on Internet of Things solutions with Big Data Analytics. Naveen completed his programming qualifications in various Indian institutes.