There is no doubt that mobile apps are changing everyone's consumer experience, as people continuously rely on their smartphones and tablets to connect with different kinds of businesses. With technological developments on the constant rise, it is no surprise that even airlines leverage mobile apps to enhance the customer experience of their passengers.
In a study, HP concluded that sales through mobile will likely increase from 18% to 33% this year. Top international airlines like Cathay Pacific, Singapore Airlines, Turkish Airlines, and other carriers have already invested in mobile capabilities to serve passengers. So why should your airline be next?
1. It provides convenience
Passengers want every detail of their journey available right at their fingertips. They want full access to information without having to call, e-mail, or wait for a travel agent to attend to their needs. Most airlines require passengers to be in the airport at least three hours prior to the estimated time of departure to get their boarding passes and check in their baggage.
Having a mobile app means allowing your customers to explore and finish their travel cycle at their own convenience. They can check in, select seats, and get their mobile boarding passes. This is a great advantage, especially to those who are always in a rush and do not have baggage to check in. It saves their time from long queues and maximizes their extra hours.
2. It addresses tailored needs
Self-service is an advantage to both airlines and passengers. The latter can save their time from waiting to get answers to FAQs while agents can resolve more important issues. Since customers have different needs, it can be quite hard for travel agents to accommodate all inquiries on time.
Customers highly appreciate having a fast and easy way to find solutions and get clarifications to their concerns. Through an app, they can easily have access to information--whether it's about their flight details, reward points, or other pertinent travel details.
3. It disseminates information faster
Flight changes can happen in an instant. In big airports such as London Heathrow Airport and Dubai International Airport, it can be quite hard to catch up with announcements made over the speakers. Passengers can easily miss the updates and worse, their flights.
The good thing about coming up with an app is that passengers can simply check flight updates at any time. They can receive alerts regarding flight changes or boarding details. This can help them maximize their time to prepare before the flight.
It is vital for the airline industry to keep up with the passengers' pace. By optimizing the use of a mobile strategy, carriers can expect their customer loyalty rate to soar along with the increased revenues it brings.