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CEO & Founder AOE, Chairman Omnevo
COVID-19 has caused a near universal consumer adoption of digital far beyond just search and discovery. Globally, across almost every demographic, international lockdowns have got us accustomed to pre-order, pre-select and home delivery for many of our retail and service transactions. These rapid and continuing shifts in digital behavior inevitably affect the post-crisis traveler journey. As flights slowly resume, airlines, airports and associated service providers will no longer enjoy the luxury of resurrecting 'high touch' retail or food & beverage. Shopping and food & beverage are, of course, two of the most essential experiential elements in any travel journey. As travel restarts, travelers will now expect convenient digital access to these types of products as well as an overriding commitment to hygiene, sustainability and safety. And there is every reason to believe that these expectations will extend across the travel life cycle - from airport, to inflight and post flight. If you were an airline now, given the devastating onslaught of the pandemic on revenues and cash flow, just how and where would you start? Where exactly are the incremental revenue generation opportunities and cost savings to be found? Let's start by understanding the three key challenges:
Digital is the best solution for reassuring and re-engaging customers, while making the most of new revenue opportunities as the aviation and travel industries reopen.
Omnevo and customer experience design pioneers PriestmanGoode spotlight their new collaborative business model at the World Aviation Festival.
RFPs are inefficient and a pain for everyone. We showcase what problems RFPs pose and why defining an MVP - a minimum viable product - is much more useful and efficient.
Business models and strategies promise the biggest likelihood of success for airlines as well as F&B and travel retail stakeholders in a post-COVID-19 world.
Forward-thinking airlines operate an omnichannel model that continues to generate ancillary revenue and helps the industry think beyond 'survival'.