Putting Travelers at the Center of the Airline Retailing Experience

Against the backdrop of an ever-evolving, modern retailing landscape, it’s no surprise that today’s travelers expect more. With unforeseeable booking patterns and operational headwinds adding to that pressure, optimizing revenue can feel like an uphill battle. These factors present formidable challenges that demand strategic solutions.

To maintain a competitive edge, airlines must embark on a profound reevaluation of the travel retailing experience and begin viewing their products and services through a customer-centric lens. 

Airline executives and other travel professionals across the ecosystem are asking the following questions as they look for ways to apply this lens, evolve beyond traditional product models, and sell a wider variety of travel-related products and services:

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In this report:

• How to cope with fluctuating booking patterns, which make it difficult to generate accurate forecasts and can result in underutilized capacity or overbooked flights
  
• Understanding the commercial, technological, and organizational ramifications of transitioning to an offer- and order-based retailing model
  
• How to manage some of the common frustrations that travelers face at key stages of the travel journey, from researching, booking, and payment through to pre-travel, travel, and post-travel touchpoints
  
• A road map for navigating the transition to offer- and order-based retailing, which utilizes data insights, cloud computing, and artificial intelligence to give consumers valuable, relevant, and seamless experiences