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 […]

British Airways Should Ignore Privacy Group Concerns

  It has gained attention in recent weeks that British Airways has taken to Google-stalking its V.I.P customers, equipping thousands of staff with iPads so they can search for information about the passenger prior to their flight and greet them accordingly. Of course, it has caught the attention of privacy groups as well, creating headlines […]

Is “Automated” Bag Drop Really Saving Anyone Any Time?

Automation seems to be the name of the game in the airline industry these days. Whether the motivation is to eliminate errors or reduce staffing head counts, the chances of actually dealing with a live individual during your travel experience are becoming slimmer every day. But as I continue to see this trend playing out, […]

iPhone Apps for Airports that do not even Offer Free Wifi?

This post will simply open up debate for further discussion… When I landed in Zurich yesterday, I was pleasantly surprised to see a bright, shiny, glowing billboard advertising ZRH Airport’s free iPhone app (see below). I’m not sure what kind of money ZRH spent on this…but presumably it’s for passenger convenience.  However, it seems to […]

Improving the Passenger Experience 101: Efficient Use of Overhead Bins!

I’ve noticed quite a trend lately among US carriers.  In the great race for efficiency and on-time departures, they have started to–by default–claim that all overhead bin space is full about halfway through boarding, requiring all of the rest of the passengers to check their bags at the gate. Strangely enough, about half the time […]

“Chicken or Beef”: Is That the Best You Can Do?!?

I swear, if somebody says the phrase “chicken or beef” to me one more time, I’m going to punch them in the nose. If I’m a homeless man, maybe I can’t have such an attitude.  But I’m not.  I’m a customer, and I paid good money for my 12-hour flight from Tokyo to Washington. And […]

Prioritizing Precious Expenditures: Livery Design or Customer Experience?

Aviation buffs everywhere love a beautiful livery, but painting and re-painting a fleet isn’t cheap. As part of its merger with Continental, United Airlines is in the process of rebranding its livery—for the second time in the past seven years (see AirlineReporter’s hilarious account here). With a fleet of roughly 700, the physical process of […]

Alice Liu (American Airlines) Provides Insight Into the Onboard Product Development Process

I had the wonderful opportunity to attend the handover of American Airlines’ newest 737-800 aircraft from Boeing, AA’s first featuring the innovative new Boeing Sky Interior, to depart from Seattle’s Boeing Field today for DFW.  During the ceremony, I was able to get a one-on-one interview with American’s Managing Director of Onboard Products, Alice Liu, […]

Customer Engagement Strategy for the Airline Industry