Airline Customer Experience (eBook, PDF)

Digitalization in Passenger Services
Redaktion: Dutta, Pushan Kumar; Suseelan, Sumeet; Bogrekci, Ismail; Ricciuti, Martin

• Format: PDF

Produktbeschreibung

In the 21st century, commercial aviation has been transformed into a passenger-centric business in which the customer has assumed an ever more active role in managing their own journeys. This trend is set to continue with innovations and transformations in multiple areas. Point-of-sale solutions will redefine in-flight commerce, making it easier for passengers to make purchases during their journey. Telemedicine will ensure health and safety onboard, allowing for immediate medical assistance in case of emergencies. The shift to personal electronic devices for in-flight entertainment (IFE) will cater to the digitally savvy passenger and their expectations in the digital age. Smart cabins will revolutionize in-flight food and beverage services, providing passengers with a more personalized and enjoyable experience. Data-driven catering will reduce food waste and boost profits in aviation. In short, all areas of the passenger experience will be affected by ongoing digital transformation.

Airline Customer Experience: Digitalization in Passenger Services aims to show how digitalization is transforming the way the aviation industry operates, making it more efficient, profitable, and sustainable. The wide-ranging contents embrace all aspects of aviation relating to the customer experience, from purchase and pre-check-in, to the services offered to passengers in flight and beyond. The authors present a nuanced and kaleidoscopic view of the airline customer experience, which will be at once familiar and illuminating to readers.

This book is an essential resource for advanced postgraduate students and researchers working in aviation, particularly those with a focus on aviation service operations management, customer services, and customer relationship management. Practicing airline managers and operators will also value the innovative insights and examples the book offers.

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Produktdetails

• Verlag: Taylor & Francis eBooks
• Seitenzahl: 386
• Erscheinungstermin: 26. August 2025
• Englisch
• ISBN-13: 9781040406557
• Artikelnr.: 75006156

Autorenporträt

Pushan Kumar Dutta is an Assistant Professor at Amity University Kolkata, where he teaches and conducts research in the field of Electronics and Communication Engineering. Martin Ricciuti is an aviation business management expert based in Kansas City, USA, graduate of Embry-Riddle Aeronautical University, and 40 year veteran in the industry. Ismail Bogrekci is a Professor at Aydin Adnan Menderes University, Turkey, and has a background in robotics, automation and drones. Sumeet Suseelan is an aviation industry expert and published author with over 15 years of experience spanning airlines, academia and entrepreneurship.

Inhaltsangabe

Preface
Contributors
Chapter 1. Passenger-Centric Aviation: The Role of Digitalization from Booking to Boarding
Chapter 2. Digital Savvy Passengers: Redefining Travel Experiences Through AI
Automation
and Hyper-Personalization
Chapter 3. Expectations and Elevated Experiences of the Digital-Savvy Passenger in the Modern Aviation Industry
Chapter 4. The Role of Mobile Applications in Streamlining Passenger Services and Engagement
Chapter 5. Telemedicine Solutions for Passenger and Crew Health in Aviation
Chapter 6. Performance Optimization in Aviation: A Digital Approach
Chapter 7. Revolutionizing Passenger Services: Smart Cabin Technologies
Chapter 8. Generative AI in Aviation: Transforming Passenger Experience and Operational Efficiency with Ethical AI
Chapter 9. Real-Time Flight Tracking: Transforming Disruption Management and Passenger Experience
Chapter 10. Data-Driven Catering: Reducing Food Waste and Maximizing Profits
Chapter 11. Driving In-Flight Sales: Factors Influencing Passenger Purchase Decisions
Chapter 12. Understanding Turnover in Aviation: The Role of Extrinsic Motivators
Chapter 13. Retaining Aviation Talent: Motivational Strategies for Employee Engagement
Chapter 14. Work-Life Balance Strategies for 24/7 Airport Ground Staff Operations
Chapter 15. Cybersecurity in Aviation: Navigating Privacy and Legal Challenges
Chapter 16. In-Flight Telemedicine: Ensuring Health and Safety Onboard
Chapter 17. Redefining Airline Loyalty Programs in the Digital Age
Chapter 18. The Design and Delivery of Aviation English Courses: Teachers' Experiences and Practices
Chapter 19. The Impact of Artificial Intelligence on Future Sustainable Aviation
Chapter 20. Methods for Fuel Efficiency: Leading towards Sustainable Aviation
Chapter 21. Aviation Laws in the Era of Artificial Intelligence
Index