The PaxEx Blog

The PaxEx Blog

Making transfers easier for passengers

Passenger ExperiencePosted by Mubina 01 Oct, 2018 05:13PM
In search for cheaper flights, a holiday within a holiday, a love for miles or another reason, passengers often choose flights with layovers/transfers, meaning they have to go from one gate to the other.

Layovers/Transfers can be hard, depending on the airport. If the airport is very large and long, such as DXB (Dubai International Airport), things can get tricky. However with smaller airports, such as LHR (London Heathrow Airport), things are easier. (Not saying LHR is tiny! 😊)

Making sure passengers get to where they need to go quickly is important for airports.

Therefore, the efforts made by airlines to simplify the process are always welcomed. From showing the gates that transfer flights are taking off from, just before landing, to giving transfer passengers the necessary information needed before they enter, all help to make the transfer as smooth as possible and save them from missing their flight.

Measures in place that I have come across are:

- showing the gates that transfer passengers need to go to, in order to catch their connecting flight, on the IFE screen just after landing

- bright and clear signage to direct passengers to the right transfer areas

- staff stood in high passenger traffic areas, to be present and guide

- informational videos on where to go and what to do when you land

- dedicated security terminals for transfer passengers

These are features that I have seen. What are some of the features that you have seen?

I think airlines and airports are working together well to ensure transfer passengers are dealt with correctly and swiftly, from security to gate guidance.

However, there is still a lot of innovation that could happen within this space though, from the use of robotics to in-airport transportation.

What do you think?

Personalisation in economy class - How Qatar Airways does it

Passenger ExperiencePosted by Mubina 30 Sep, 2018 01:38AM

Personalisation is on everyone's lips at the moment, from retailers to airlines, all thinking about loyalty.

Personalisation is the latest in a marketer's arsenal to ensure they can retain more customers, for longer. The principle behind it is, the more you care about the customer and make them feel important to your brand, the more they will develop a deep love and connection with your brand. This ultimately will lead them to being more exclusive with their purchases, coming to you (a brand that value them) over the more generic brands, that don't value them as much.

Qatar Airways have really understood this and have already shown how they are doing this in-flight. I experienced it when I recently flew Qatar Airways, on an A319, from DAR (Dar Es Salaam, Tanzania) to DOH (Doha, Qatar).

I boarded the plane and as a Privilege Club member, my boarding pass was looked at and I was welcomed with the greeting "Welcome back, Miss Kadiri!" (This was also done for Avios members.) Although a seemingly small gesture, that can be easily done, it meant a lot. I felt very welcome onto the flight and felt special as I had been referred to by name and they had recognised that I was a returning member.

Bear in mind, this was just economy, so it gave me a sense of the Qatar Airways brand very quickly!

It didn't stop there!

Once all passengers were seated, a member of the crew came into the cabin with an iPad, which, I am guessing, had details of Privilege Club members. He went to members and spoke to them one on one, thanking them for flying with QA, speaking to them and also letting them know that the crew were happy to help. This reinforced brand values and brand again but also really showed to me the commitment and love that cabin crew have.

It was a great way to start the flight that set the tone for the entire journey!

Again, bear in mind that this was on an A319, so probably would not be able to be replicated easily on an A380 or a B777, for example. However the greeting, as passengers enter, can definitely be implemented easily.

Making passengers feel welcome, in all classes, says a lot about an airline, as it shows that they value their passengers. This then helps passengers build a more emotional attachment to the airline, which goes beyond the usual customer - service provider relationship. Emotions play a big part in decision-making and ultimately brands that win often have customers, that don't just like their products, but have a deeper emotional connection with their brand.

Personalisation is more important than ever before, with LCCs' growing popularity and a bigger strain on the global economy.

Make sure you win passengers' hearts, to win you loyalty!

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