Top 5 ways Customer-focused Airlines Can Stay Aloft

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Airlines must pivot fast to keep customers happy. With the right digital solutions, airlines can respond to fluid conditions in real time, every time.

These days, dealing with uncertainty is the new definition of business as usual. What hasn’t changed is the hospitality industry’s laser focus on driving occupancy, RevPAR, loyalty/retention and competitively differentiated guest experiences.

Hotel occupancy is on the rise in many places, thanks to pent-up demand for leisure travel. While this is good news for hotels that have enough staff, overall revenue remains down for much of the hotel industry. That’s because conventions and mid-week business bookings haven’t rebounded to anywhere near pre-Covid levels in most markets. And there’s no telling whether they ever will, now that video meetings are the norm.

No one likes to wing it when the stakes are high. Airlines had little choice when the pandemic hit, scrambling to accommodate millions of grounded customers while also rapidly implementing new safety protocols on near-empty flights. As domestic flights rebound in high-vax regions like the US, the biggest challenge now is making up for lost international and business class bookings. Here are the strategies customer-focused moves airlines can consistently apply to glide closer to profitability.

Where to next? Answering this question is far easier for travelers than for hotels and airlines. Domestic travel is bouncing back in many regions, and pent-up demand for leisure trips abroad signals good news for the industry’s conceivable future. However, the sector’s largest profit engine, business travel, is a big unknown. It remains to be seen whether businesses and their employees will show a renewed appetite for corporate trips in today’s Zoom-ubiquitous world.

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While COVID 19 has inflicted a devastating blow, it is fascinating to see how the industry has quickly adapted and evolved.

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