Since several years, new technologies are invading our
daily lives: you can do almost everything thanks to the Internet. This trend
has no limit and you can now enjoy the best technologies during your trips.
Indeed, airlines are working on implementing their planes and all services they
provide to their clients. More precisely, these companies are focus on the
customer experience which is today at the heart of the matter. According to
Eugénie Audebert, business experience manager at Air France, the French Airline
places “clients’ expectations at the heart of [its] measures” (Bain Thouverez,
2014). Consequently, new technologies are airlines’ best allies.
Airbus,
a leading European aircraft manufacturer; is working on the planes of the
future and it uses new technologies and IT to solve chronic dysfunctions
highlighted by passengers. One of the most important problems to manage are
technical ones because they often lead to delays. However, technological tools
will allow to predict breakdowns and consequently to take measures ahead to
prevent difficulties for passengers or planes immobilization (Morich, 2016).
New technologies will also help to
improve the clients’ experience on board and so to win their loyalty. Air
France is renewing and improving the business class: passengers will enjoy a
larger screen, “more than 200 movies and 150 TV guides” and more entertainment
(Bain Thouverez, 2014).
Since the beginning of 2017, XL Airways, a French
airline, has worked with French start-ups to increase the range of services on
board in order to attract more clients. For a price of €9.95, passengers can
have access to the XL Cloud, “an entertainment system” (Simon, 2017), with
their smartphones, tablets or laptops. Nevertheless, the company does not stop
its improvement there! Indeed, passengers can also rent an iPad on board for
€15 allowing an access to the XL Cloud Premium. Like the icing on the cake,
travellers can finally rent the Skylights for the same price than an iPad:
“immersive cinema glasses specially conceived for in-flight use” (Simon, 2017).
The
airline industry has quickly understood the importance of IT to make their
passengers loyal and has undertaken service improvements before, during and
after the flight. Forgotten the times when there was only one screen for thirty
travellers in the planes, you can now surf on the Internet during the flight,
chose a movie and watch it through virtual reality glasses. This investment is
important for the companies but passengers must also put some money up to have
access to these services. All in all, competitivity is harder so airlines have
to place client experience at the heart of their strategies to succeed.
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