Service Marketing - Airline Industry

8/13/2019 Service Marketing - Airline Industry

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Impact of Technologyon Airline Industry


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Airline Industry The Services offered by the Airline Industry are as follows:-

E- Ticketing Online heck In !obile and "#A services

On $oard Entertainment argo Security%


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E&isting TechnologyIt becomes e&tremely important for airports to maintain and improve ef'ciency in (round)andling *()+, Air Traf'c ontrol *AT +, safety, security, airport operations and administrativeprocesses to result in overall business operational bene'ts to all concerned%

1. Cargo Security Technology

Features :

. cargo tracking systems, tamper-evident and tamper-resistant seals, high-speed screeningdevices, and integration of security technology into supply chain management systems by theusage of ./I# and 0-rays

Benefits:

. Safety of luggage by reducing thefts%

. Avoids !isplacement of luggage%

. Increases #ependability of the Aircraft%


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continued12%2D Bar Technology

Features :

Encrypts personal information into some kind of unreadable bar%

The bar code can be send to various handheld devices such as mobile phone, "#A etc

3ses #igital Signature to ensure more security in the bar code%

Benefits:

!aking direct communication between airline and customer%Enable self service to check in and boarding aircraft%

Increases customer privacy and security%

.educes the congestion of the passenger at the airport counter%

%Simplify the process%

.educes the paper work at the airport%


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Service /eatures.eliability:- argo Security system

.esponsiveness:- !obile and "#A Services

Tangibles: Inflight Entertainment systems,

Assurance: E-ticketing, On-time schedules

Empathy: Online heck In


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Strategy*ST"+#ifferentiation focused

4outh5orking professionals/oreign travelers)igh value based modelustomer e&perience is the key


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6ew InnovationsMobile Platforms

!obile defines today7s connected traveler and is the driving force behind technology that I6#IA i s developing today to simplify travel forthe customer%

Airlines Travel App

Mobile Boar ing

!i"#i !i get

#light Status $otification

Self"Service Chec%"&n

&n"flight Connectivity

Po'er ports

Cell Phone Policy

&n"flight Satellite Phones ()nly chartere flights n Business class limite routes*

+emember Me


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8 "9sPro uct

lead the industry with a significant investment and commitment to technology andinnovation to enhance the customer e&perience to meet the changing needs of itscustomers and the changing demands of the airline industry%

Price)igh alue $ased

Place

PromotionSpecial offersAdvertisementsompetitions

;oining with corporates


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Improvement plan for an airlineurrent !arket onditions

Emerged out of the global financial crisis at a steady pace$etween 2==>-2=??, total domestic passenger traffic has grown at a A(. of ?8@Increase in inbound and outbound tourists and medical tourismE&pected to at %B@ per annum during 2=?2-2=22 CD= million passengers year

ost Structure"arameters ost Involved

Airline /uel F=@ rude Oil "rices .upee #epreciation $lock hours *#iff b w opening and closing of door C# A +

!aintenance G.epair ost

?2@ /ood and cabin e&penses Handing and 6avigation harges

Ownership ost ?D@ "urchase of a new airplance Insurance, hanger fees%

Other E&penses D=@ Employee .emuneration and benefits Selling costs


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Introduction of Improved Service Offerings

Increased offering would engage the new-age consumers

$etter connect with its customers

6e&t-generation technology that automates manual tasks, shares

information and provides proactive communication to the passenger

"assenger entric Approach 6/

Improved /light Operations

onsistent 3ser interface and branding


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Thank 4ou%

Service Marketing - Airline Industry

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