Today’s airlines and travel companies face a market in which innovation is driven externally. The ability to support a range of mobile transactions for their mobile-first passengers will soon emerge as a critical, defining brand characteristic. In this new travel market, the push for mobile-first strategies and brand DNA must start in the executive suite and filter throughout the entire organization if airlines hope to keep pace with a fast-moving mobile market and its revenue potential. Emboldened by a mobile-centric strategy, airlines will be able to attract more passengers, create more opportunities and paths to purchase, cater to a younger, mobile-focused customer, re-energize their loyalty programs and position themselves for success in the mobile environment.
This report looks at the powerful imperative of mobile-first strategies for payments, loyalty, operations, interactions and airlines' ability to cater to customers who arrive with high expectations.