While it might be true in general that the more things change, the more they stay the same, it might not be true when it comes to the airline industry. 2013 promises to be a year of continued change for the business travelers and the airlines, with everything from government funding to in-flight electronics rules possibly changing.
To help understand the implications of 2013 airline industry trends on business travelers, About.com Business Travel Guide David A. Kelly interviewed Mark Murphy. Mark Murphy is a 20-year travel media industry veteran who regularly writes travel columns and produces video segments for a variety of websites and magazines, including Vacation Agent magazine, Agent@Home magazine, and TravelPulse. Over the years, Murphy has hiked, sailed, climbed, kayaked, Segued and rickshawed his way through more than 50 countries around the world.
Personal service: Tablets! This allows the cabin crew to see which previous trips a passenger has taken with the carrier before and based on this, know their food, wine and seating preferences, and any issues a customer had during their previous travels. This enables crew to offer a more personal and relevant service to frequent flyers.
Real-time information: Within the next five to six years it can be fully expected for real-time customer service to be an industry standard. With the rise of passenger smartphone use, in-flight connectivity and airlines’ commitment to mobile technologies and social media, soon customers will be able to evaluate every aspect of their experience in real-time, thus enabling issues to be corrected on the spot.For example, Delta passengers on domestic flights can use Delta’s smartphone app to track their checked baggage with the bag tag number that they received at the time of baggage check-in. Since Delta has equipped all its domestic aircraft with GoGo’s in-flight Internet passengers can check whether their bag has made it on their flight while being up in the air.
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