Blog 
Today’s digital world has disrupted the way airlines interact with their passengers. The passenger journey no longer begins when they check-in at the airport, or when travelers get onboard, but when their intent to travel is established. That is why we will be focusing on the future of the digital passenger experience as a key topic at the Global SimpliFlying Lab in London this year, led by Panasonic Avionics.
Airlines are focusing their innovation efforts on passenger experience. When I flew Air New Zealand while writing my book SOAR, I was pleasantly surprised to see a feature in the in-flight entertainment that allowed me to save and email my playlist. How thoughtful! Singapore Airlines’ latest Airbus A350 takes this a step further. Passengers can browse movies using an app on their mobile phone, which can also be used as a secondary controller for the in-flight entertainment system. The best part? They can create a playlist before boarding the aircraft and just hit play when in their seat!
Here’s a #SimpliLive show episode I did on the topic. Enjoy!
https://www.facebook.com/simpliflying/videos/vb.281699728546545/2106616396322710/?type=2&theater¬if_t=page_post_reaction¬if_id=1535474039000008
Redefining the scope of the passenger experience has created new demands on airlines’ digital presence and the ways they engage with their customers. With the ability to be connected at every step of their journey, travelers now have more control over their interactions with airlines. For that reason, airlines need to think about new ways to differentiate their services to enhance their reputation and attract travelers across all channels.