Today’s travel is focused on enhancing customers’ experience. The impact of the digital world on customers’ experience can be seen in three ways:
• Greater Customer Convenience
• Wider Choice of Goods and Personalised Services
• Swifter Processing and Reporting
Greater Customer Convenience
There are travel deals of all sorts beckoning to potential travellers. With only a click of a mouse button or touching of a cell phone screen, one can purchase a dream holiday package. Customerisation is increasingly becoming the model for tomorrow’s traveller, enabling choices ranging from no-frills to exotic additions to a basic flight.
Today, convenience for the traveler is not limited to in-flight experience but has also been extended to airports.
Information is disseminated through various media and selectively presented to those who would find it useful. Display screens present real-time information digitally within airports, selected hotels and train stations, and on websites. Such information includes flight arrivals and departures, gate allocations and other air-side flight information. Flight status information is also provided through text messaging to cell phones.
For those wanting that extra piece of mind in respect of their travelling friends and relations, flights can be tracked in real time online.
The use of pods is being pioneered at Heathrow airport’s Terminal 5 to provide hassle-free conveyance of passengers (and their luggage) from the car park to the terminal. This digitally-operated mini-transporter facility not only saves time for the travelling public, but also removes the burden of having to carry luggage all the way from the car park, which is located a considerable distance away, to the terminal.
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