Related StoriesCompanies across a slew of industries seem to increasingly be prioritizing the customization of services these days. How is the airline industry responding to this trend?
Customization is definitely an area that airlines are exploring. Every passenger is different so, theoretically, every travel experience should be different. Some passengers want a "touchless" experience while others want the attention of a real person. Some want a guaranteed aisle seat, while for others more overhead space is tops on their list.
Customization improves customer service and profits. We will likely see more of this as airline business models -- and the technology that powers them -- continue to evolve. Done correctly, it can make the difference between a customer choosing Airline A or Airline B. With competition getting stiffer, delivering a travel experience tailored to the traveler's needs and expectations will make all the difference.
Robert Buckman is an expert blogger for FastCompany.com and the Director of airline distribution strategy for Amadeus in North America.
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