Best PaxEx

Aviation blogger, Riaan Jacob George wrote: “From offering champagne bars and spas to concierge services and VIP sections, airport lounges are no longer mofussil spaces where weary passengers rest for a few hours, but instead, are glitzy entertainment centres that reinforce an airline’s brand identity.”

According to IATA, by 2035, 7.2 billion passengers will be travelling each year. In addition to that, the lounge system has experienced a 70% increase in guest volumes over the year 2017. As a response to this movement, the implementation of a technology that is user-friendly will enhance the way airport lounges function.

With an automated system, the way it works is simple— every passenger entering the lounge would have a lifestyle profile created instantly that can be analyzed in terms of individual preferences, behaviours, interests, and satisfaction for future travel experiences.

In order to capture client, valuable feedback of their experience self-validation kiosks was installed in the lounge where visitors can express their feelings towards the brand by answering a survey.

What are the benefits of knowing this?

Knowing the likes and dislikes of your customers and their sentiment towards your brand is a priority. With the data gathered, you will be able to generate trend analysis to further develop the quality of services and allocate your budget accordingly.

Being able to leverage trend analysis will put you one step ahead of the competition. Raising the quality of information enables rapid management decisions. Having a tool that can extract reliable data will improve resourcing, supply chain and procurement decisions. It can even inspire new ways of extracting increased value from your investment. For example, clearly identifying low-usage periods enables informed decisions as to the viability of extending customized access privileges to a wider client base through formal alliances with new local carriers or airport authorities.

There is a trend showing that travellers passing through an airport will be seeking more of an experience than just a tiresome process. With this data, you can change this negative perception of crowded airports, a lengthy process by making their journey fit their travel style. In return, you will be able to precisely recognize the way passengers travel as an outline for future business plans.

By Cezara Olteanu

Cezara Olteanu is a Marketing Coordinator in Montreal, Canada. After her studies at Concordia University in Marketing, she joined Information Engineering Group (IEG), an IT company that works with airports and airlines. She loves travelling and visiting her hometown in Fagaras, Romania where she was born. When she isn’t working, she enjoys baking, dancing and creating creative content for her social media.

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