12 August 2013 | Airlinetrends.com is collaborating with Future Travel Experience for the first edition of the ‘Up In The Air’ conference to be held at the Mandalay Bay Resort, Las Vegas, 4-6 September 2013. The central theme of FTE 2013 is “Reinventing the passenger experience through innovation, personalization and connectivity.”
Senior airline and industry partners sharing concepts and views in the conference include:
- Joachim Schneider, Head of Product Management & Airport Passenger Services Lufthansa
- Alison Webster, Executive Manager International Customer Experience, Qantas
- Jim Peters, Chief Technology Officer, SITA
- Brett Proud, President & CEO, GuestLogix,
- Mary Kirby, Editor in Chief, Airline Passenger Experience Association
and many others.
Besides co-chairing the 2-day ‘Up In The Air’ conference, airlinetrends.com’s founder Raymond Kollau on September 4th will be giving a pre-event workshop on how airlines are responding to consumer trends with innovative products and service in order to differentiate the passenger experience.
WORKSHOP: TRENDS AND INNOVATIONS IN THE AIRLINE PASSENGER EXPERIENCE
This fast-paced and interactive trend session starts with an overview of the main macro, industry and consumer trends shaping the airline industry. The session then follows the so-called customer journey and combines the trends discussed with dozens of the latest airline product and service innovations and links them to the various customer touchpoints: orientation, booking, airport, inflight, arrival, loyalty.
Participants will gain understanding of the latest consumer and passenger trends, as well as a ‘download’ of the latest innovative onboard products and services that show the way how the airline passenger experience will evolve. The session draws on airlinetrends.com research into the airline passenger experience, as well as on the work of consumer trends agency trendwatching.com which Raymond has been part of since its foundation 10 years ago.
The key themes to be explored will include:
- Me-centric passengers – Understanding today’s experienced, connected and empowered passenger
- Passenger-centric airlines – Big data and personalization of the travel experience
- Customer service in an age of self-service and real-time information
- Onboard hospitality – Cabin crew as concierges
- Airlines as retailers – Innovative ancillary products and services
- IFE 2.0 – Connectivity, BYOD, wireless IFE
- Beyond flat beds and slimline seats – Quiet zones, virtual classes, social flights
- Airlines as cultural ambassadors – Going local, storytelling
- Branded amenities – Teaming up with consumer brands to improve the passenger experience
- Looking sideways – What can airlines learn from other business sectors?
‘Up In The Air’ is part of the Future Travel Experience 2013 Global event which also includes the annual ‘On The Ground’ conference. Delegates will be free to move between streams throughout the event.
For a preview of the ‘Up In The Air’ workshop session, see airlinetrends.com’s presentations given at the annual Aircraft Interiors Expo in Hamburg: