In this video from Skift Aviation Forum 2023, we hear from Manisha Jain, vice president, global airline partnerships, American Express Travel, about passenger trends and how they can help industry leaders successfully engage with the wants, needs, and expectations of their customers.
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In this video:
- Millennials and Gen Z passengers: A discussion about the shifting preferences of younger flyers, highlighting their focus on personalized experiences and unique luxury offerings.
- Investing in innovation: A conversation about how getting digitization and customer convenience right is key for these customers, especially when it comes to online booking and flexibility.
- Destination trends insights: A look at how wellness, food and dining, and the filming locations of film and TV shows are driving booking decisions for all ages, but especially for younger travelers.
In this Skift Aviation Forum discussion, Manisha Jain, vice president, global airline partnerships, American Express Travel, underscores the changing dynamics of passenger preferences and what that means for the airline industry. She emphasizes the shifting wants and needs of millennial and Gen Z flyers, who prioritize unique experiences over conventional luxury. She also explains how American Express Travel places a strong emphasis on digitization, catering to evolving customer needs by enhancing online booking capabilities and introducing features like Trip Cancel Guard for greater flexibility.
The session also delves into the changing landscape of travel experiences, emphasizing the importance of dining, wellness, and set-jetting — or traveling to locations where your favorite movie or TV show was filmed. Jain also explains how American Express puts a focus on easing the travel experience for its card members throughout the entire travel journey, as well as how the company’s collaboration with various partners, such as Uber and Clear, has resulted in valuable benefits for its customers.
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