Short description:

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. It presents a nuanced and kaleidoscopic view, which will be at once familiar and illuminating to readers. 

Long description:

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

Table of Contents:

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