AIRticulate

Archive for Service Design

Passenger Experience Fail: Newark’s Desperate Cash Grab

Airports always want to market themselves as entertainment hubs. With ancillary revenue being the buzz of the industry for the past four or five years, it’s easy to be lured in by the promise of easy money. In the United States, airport authorities seem to be keeping tabs on what’s happening in Singapore, Hong Kong, […]

Service Design Case Study: Washington Dulles International Airport

As someone who grew up watching planes from the Air France Concorde to a United States Space Shuttle land at Washington’s Dulles International Airport, I want to love the place. I really do. The airport symbolizes my ultimate comfort zone—my hometown, my childhood and the countless memories associated with it. However, even I am finding […]

Boarding Pass Design Warrants More Thought in the Airline Industry

That air travel has become commoditized is no secret. Study after study in recent years has shown that for the vast majority of travelers, there is no such thing as loyalty anymore. Instead, purchase decisions are based solely on ticket price, fees and schedules. Still, this hasn’t stopped airlines from spending–and spending healthily–to differentiate their […]

Customer Engagement Strategy for the Airline Industry

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