SimpliTravel: Top 10 Airline Initiatives to Engage today’s Connected Traveler during the Travel Stage

The SimpliTravel phase of the Connected Traveler Lifecycle is undoubtedly the oldest and more easily understood part of the lifecycle. It refers to the period when the customer is actually traveling. However, this is also a challenging stage because, even though users carry with them an ever-increasing number of devices, the availability of internet connection is still an issue, especially during international travel. (Previous Top 10s have showcased initiatives during the SimpliDream, SimpliPlan and SimpliBook stages of travel for today’s Connected Traveler.)


Beyond the traditional element

Most airlines and airports have traditionally regarded this phase as “the” point of contact between them and their customers. As a result, a lot of attention has been given to designing better user experiences trough interior design, crowd management, and employee-training techniques. It is important, however, to stress that while the “traditional” personal experience represents the bulk of the user experience in this stage, mobile and social technologies are increasingly in demand and do have the potential to significantly enhance the experience.

In this Top 10, we take a look at the best ways in which airlines have attempted to engage today’s increasingly connected and socially-savvy travelers during this phase of travel. We hope you’ll enjoy it :


Featured Image: Courtesy KLM

Marco Serusi

Marco Serusi

Former Director of Consulting at SimpliFlying
Marco Serusi was Consultant at SimpliFlying from November 2011 to January 2019 and has worked on major client projects with the likes of LATAM Airlines, London Heathrow and Airbus. He has also delivered training in digital aviation strategy for hundreds of executives globally and spoken at several aviation conferences worldwide. He is well known for his cutting-edge research into crisis communications and social media trends.
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