Air Travel; Experience is Everything

Air Travel; Experience is Everything

Source: Linkedin As the holiday season is around the corner, airports are experiencing the busiest period of their operation. Similarly, airlines are preparing to rip off passengers and maximizing their revenue through overweight baggage charges, credit card fees, and upselling and cross-selling other services. On top, they make sure passengers are going to experience high cost, inconvenience, and emotional distress by overbooking flights, separating you from your spouse or partner, and destroyed or lost luggage. Their mission is: to burn your holiday travel experience like a jet fuel!In my recent trip with Singapore Airlines, I experienced a canceled flight and poor communication making me think if airlines really understand the basic meaning of customer experience. Prior to flight time, there was no communication via e-mail or SMS about the delay neither any announcement to inform the waiting passengers at the boarding gate that the flight is delayed. The fact is the airline seems not to have a SOP for delayed or...
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Hospitality IT

Hospitality IT

This IDC Retail Insights study offers IDC's broadest outlook on key technology components within hospitality enterprise applications and the future outlook of the hospitality industry. The industry's broadening adoption of the 3rd Platform (cloud, mobile, social, big data and analytics, and internet of things) will accelerate disruption and change the face of the hospitality industry to reflect new values and services."The hospitality industry is facing new opportunities to rewire existing business operations and invest in technology to redesign existing business models and enhance the customer experience while improving business performance," says Mike Ghasemi, research director, IDC Hospitality Insights Worldwide. Purchase this study...
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Drivers of Change for the Hospitality Industry

Drivers of Change for the Hospitality Industry

This IDC study offers IDC’s broadest outlook on key drivers that will shape the future of the hospitality industry. The industry’s broadening adoption of the 3rd Platform (i.e., cloud, mobile, social, Big Data, and IoT) will accelerate disruption and change the face of the hospitality industry to reflect new values and services.“The hospitality industry is shifting into a new gear due to industry’s adoption of the 3rd Platform, and transforming business and technology strategy to establish new best practices improving customer experience and business performance,” says Chris Holmes, Managing Director, IDC Insights Asia/Pacific. Purchase this study ...
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