The survival of ecosystem players, no matter which industry, hinges on their ability to adapt to a transforming business landscape. After all, industries worldwide are undergoing a digital revolution, experiencing shifts in customer preferences toward sustainability, and pioneering innovative business models that offer greater flexibility. The aviation industry is no exception, as it embraces modern airline retailing to remain competitive. This includes adopting new standards like New Distribution Capability (NDC) and striving for overarching goals such as ‘100% Offers and Orders.’ These advancements enable tailored customer offerings, replacing outdated passenger service systems. However, navigating this growth path requires cohesion, strategic vision, and a willingness to invest in process revamping.
Frost & Sullivan’s recent Strategy, Vision, Innovation, and Leadership webinar series delved into the fascinating topic – Exploring Modern Airline Retailing as a Growth Opportunity for Success and Innovation.
This engaging discussion yielded pivotal contributions that are shaping the future of the industry, thanks to the collaborative efforts of visionary experts:
Dr Nikhil Kilpady
Growth Expert and Director at Frost & Sullivan
Nasir Jamal Khan
Chief Executive Officer at Al Naboodah Travel & Tourism Agencies
George Rajan
Vice President, Sales, at TPConnects Technologies
Shantanu Gangakhedkar
Growth Expert and Senior Consultant at Frost & Sullivan
Note: Gain valuable perspectives from these industry experts by clicking here to access the recorded session of the Webinar.
During this discussion, our panelists identified key strategic imperatives for achieving success in the aviation industry:
Customer-Centric Modern Airline Retailing Models: Modern airline retailing is expected to generate significant value, projected at $40-45 billion annually by the end of the decade. As a part of these new retailing models, airlines are offering personalized and streamlined services to customers, including continuous pricing and dynamic offers, single order systems, improved payment technology, and interlining capabilities.
What innovative business models is your organization leveraging for sustained success in the aviation industry?
Implementing NDC to Unlock Revenue Opportunities: Adopting an NDC system enables airlines to provide customers with detailed product information, distribute personalized content, and present tailored offers based on customer behavior, leading to increased revenue opportunities. However, the substantial initial investments, complex system integration, and potential industry resistance pose significant challenges.
Is your team building a robust growth strategy that unlocks numerous revenue opportunities while mitigating growth restraints?
Leveraging Technological Disruptions for Increased Operational Efficiency: Innovations such as artificial intelligence (AI), big data, and machine learning are transforming how airlines distribute and price services. Advanced technologies enhance operational efficiencies and customer experiences, with significant investments anticipated in digital solutions for bookings, check-in, in-flight entertainment, and customer services. Data analytics is crucial for optimizing pricing, improving demand forecasting, and personalizing marketing efforts.
Which technological disruptions are you implementing to achieve competitive success in the aviation industry?
Automation, Tailored Booking, and Omni-Channel Distribution: Automation in areas such as baggage handling and customer support is significantly boosting efficiency and cutting costs. Additionally, modern airlines are customizing booking processes to cater to the diverse needs of various travel segments. The adoption of omni-channel distribution is also becoming more prevalent, providing consistent offers and seamless experiences across all platforms.
Are your leaders leveraging transformative megatrends like automation at a best practices level to succeed in the airline industry?
“With modern airline retailing, payment and settlement capabilities are expected to improve, unlocking a great deal of value. Another area advancing is interlining and virtual interlining, improving intermodal and multimodal connectivity at airports and railway stations. These improvements will provide tremendous convenience to passengers. We are currently in the transitionary phase of moving from legacy retailing processes to 100% offer and order retailing.”
– Dr Nikhil Kilpady, Growth Expert and Director at Frost & Sullivan
