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Embracing The Future        welcoming change and        innovation in the cabinAircraft Interiors Expo   Raymond KollauHam...
PRODUCT & SERVICE INNOVATIONS
The airlinetrends.com newsletter is read by several thousandprofessionals from airlines, airports and suppliers worldwide ...
TODAY Innovative onboard products and services What makes passengers feel good about flying? What can airlines learn from ...
TODAYWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?        What makes         passengers          feel good        about fl...
TODAYPASSENGERSWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING? EMPOWERED          CONVENIENCE           VALUE FOR MONEY Info...
TODAYPERSONAL“The machines are advancing, yet the eye-strikingchange is that Lufthansa is getting only at the doorsof the ...
TODAY  PERSONALShorter feedback loops3 weeks to 3 daysSatisfaction Gold members:+14% since rollout initiativesource: IAG n...
TODAYCHOICEWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?                                    CHOICE ANXIETYStarbucks
TODAYCHOICEAir New Zealand ´virtual classes´
TODAYCHOICEWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?source: Delta Investor Day 12.11Evolution of ancillaries
TODAYCHOICE (control)KLM ‘meet & seat’
TODAYCHOICE (control)Lufthansa ‘pre flight dinner’
TODAYCONTROL (on demand)Virgin America RED
TODAYCONTROL (on demand)Virgin America RED
TODAYCONNECTED                                                       WHAT MAKES PASSENGERS                                ...
TODAYINFORMED          (real-time)Delta luggage tracking
TODAYINFORMED         (real-time)Copenhagen Kastrup
TODAYCOMFORTIndustry standard
TODAYCOMFORT                    2013Industry standard
TODAYCOMFORT          (design)Air New Zealand ‘Skycouch’
TODAYCOMFORT           (design)Air New Zealand
TODAYCOMFORT          (cabin)787 Dreamliner
TODAYDIVERSELufthansa
TODAYDIVERSECopenhagen Kastrup
TODAYDIVERSE´ladies only´   ‘men only’
TODAYSTORY (local, authentic)Alitalia ‘Made in Italy’
TODAYSUSTAINABLEQantas recycling
TODAYSURPRISE (experience)Estonian Air ‘gourmet flight’
TODAYSURPRISE (experience)Finnair x Angry Birds
TODAYHUMAN TOUCHTAM ‘Comandante Kid’
TODAYWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?          What can        airlines learn         from other         indu...
TODAYWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?        Customers       do not view       experiences     via a single l...
AUTOMOTIVEBA x Forpeople
HOSPITALITYSingapore Airlines
RETAIL (online) “We are replacing the traditional focus on distribution, which is driven by efficiency, with a focus on re...
RETAIL (online)Air New Zealand
RETAIL (onboard)Virgin America ‘open tab’
RETAIL (onboard)Korean Air x L’Oréal travel retail
BRANDED BRANDSJAL x Tempur
BRANDED BRANDSUnited x Westin
BRANDED BRANDSSWISS x Nespresso
BRANDED BRANDSKorean Air x Bose
BRANDED BRANDS iPads as intermediate solution before start refurbishment program BA’s B777-200s                           ...
BRAND SPACEKorean Air x Absolut ‘Celestial Bar’
TRYVERTISINGVirgin America x Google
TODAYINNOVATIONWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?   Evolving consumer needs and expectations   Personalization ...
AIRLINETRENDS.COM INNOVATION NEWSLETTER AND REPORT                                         2012 edition out in April 2012 ...
www.airlinetrends.com
THANK YOU !Aircraft Interiors Expo   Raymond KollauHamburg                   Founder airlinetrends.com26 March 2012       ...
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Airline Innovation Trends

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A presentation that outlines answer to the following questions: What makes passengers feel good about flying? What can aviation learn from other business sectors? What are innovative onboard products and services that show the way the cabin experience will evolve?

Published in: Travel, Business, Technology
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Airline Innovation Trends

  1. 1. Embracing The Future welcoming change and innovation in the cabinAircraft Interiors Expo Raymond KollauHamburg Founder airlinetrends.com26 March 2012 raymond@airlinetrends.com
  2. 2. PRODUCT & SERVICE INNOVATIONS
  3. 3. The airlinetrends.com newsletter is read by several thousandprofessionals from airlines, airports and suppliers worldwide www.airlinetrends.com
  4. 4. TODAY Innovative onboard products and services What makes passengers feel good about flying? What can airlines learn from other industries?
  5. 5. TODAYWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING? What makes passengers feel good about flying?
  6. 6. TODAYPASSENGERSWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING? EMPOWERED CONVENIENCE VALUE FOR MONEY Informed Simple Format competition Connected Seamless Frugal customers Real-time IN CONTROL LESS LOYAL Choice EXPERIENCE Competition = choice Self-service Comfort Recognized, rewarded Storytelling INDIVIDUAL Surprise Personalized SOCIALLY Human RESPONSIBLE EXPECTATIONS DIVERSE Sustainability Experienced Non-western Transparency Other industries Older, female, GenY Accountability
  7. 7. TODAYPERSONAL“The machines are advancing, yet the eye-strikingchange is that Lufthansa is getting only at the doorsof the aircraft in touch with the customer.““Lufthansa wants to use passenger’s personal datato make their flight more personal.”“What we have to do is really connect the data in away to have more individualized customer service.Today there are a lot of limits.”- Lufthansa CEO Christoph Franz (Digital Life Conference, Jan. 2012)
  8. 8. TODAY PERSONALShorter feedback loops3 weeks to 3 daysSatisfaction Gold members:+14% since rollout initiativesource: IAG nov. 2011 BA Enhanced Service Platform
  9. 9. TODAYCHOICEWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING? CHOICE ANXIETYStarbucks
  10. 10. TODAYCHOICEAir New Zealand ´virtual classes´
  11. 11. TODAYCHOICEWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING?source: Delta Investor Day 12.11Evolution of ancillaries
  12. 12. TODAYCHOICE (control)KLM ‘meet & seat’
  13. 13. TODAYCHOICE (control)Lufthansa ‘pre flight dinner’
  14. 14. TODAYCONTROL (on demand)Virgin America RED
  15. 15. TODAYCONTROL (on demand)Virgin America RED
  16. 16. TODAYCONNECTED WHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING? North America: 1,500 a/c Paid usage: 5-8% (Virgin America 16%) sources: WSJ, In-Stat, Mary KirbyDelta x Gogo
  17. 17. TODAYINFORMED (real-time)Delta luggage tracking
  18. 18. TODAYINFORMED (real-time)Copenhagen Kastrup
  19. 19. TODAYCOMFORTIndustry standard
  20. 20. TODAYCOMFORT 2013Industry standard
  21. 21. TODAYCOMFORT (design)Air New Zealand ‘Skycouch’
  22. 22. TODAYCOMFORT (design)Air New Zealand
  23. 23. TODAYCOMFORT (cabin)787 Dreamliner
  24. 24. TODAYDIVERSELufthansa
  25. 25. TODAYDIVERSECopenhagen Kastrup
  26. 26. TODAYDIVERSE´ladies only´ ‘men only’
  27. 27. TODAYSTORY (local, authentic)Alitalia ‘Made in Italy’
  28. 28. TODAYSUSTAINABLEQantas recycling
  29. 29. TODAYSURPRISE (experience)Estonian Air ‘gourmet flight’
  30. 30. TODAYSURPRISE (experience)Finnair x Angry Birds
  31. 31. TODAYHUMAN TOUCHTAM ‘Comandante Kid’
  32. 32. TODAYWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING? What can airlines learn from other industries?
  33. 33. TODAYWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING? Customers do not view experiences via a single lens
  34. 34. AUTOMOTIVEBA x Forpeople
  35. 35. HOSPITALITYSingapore Airlines
  36. 36. RETAIL (online) “We are replacing the traditional focus on distribution, which is driven by efficiency, with a focus on retailing. The airline industry should look to the retail sector for good practice in how to tailor offers, merchandise and drive increasing revenues.” -- David Doctor, Director Distribution Marketing, Amadeus (Jan. 2012)
  37. 37. RETAIL (online)Air New Zealand
  38. 38. RETAIL (onboard)Virgin America ‘open tab’
  39. 39. RETAIL (onboard)Korean Air x L’Oréal travel retail
  40. 40. BRANDED BRANDSJAL x Tempur
  41. 41. BRANDED BRANDSUnited x Westin
  42. 42. BRANDED BRANDSSWISS x Nespresso
  43. 43. BRANDED BRANDSKorean Air x Bose
  44. 44. BRANDED BRANDS iPads as intermediate solution before start refurbishment program BA’s B777-200s source IAG Investor Day 11.11British Airways
  45. 45. BRAND SPACEKorean Air x Absolut ‘Celestial Bar’
  46. 46. TRYVERTISINGVirgin America x Google
  47. 47. TODAYINNOVATIONWHAT MAKES PASSENGERS FEEL GOOD ABOUT FLYING? Evolving consumer needs and expectations Personalization and choice increasingly important elements of passenger experience Learn from/partner with other industries
  48. 48. AIRLINETRENDS.COM INNOVATION NEWSLETTER AND REPORT 2012 edition out in April 2012 www.airlinetrends.com
  49. 49. www.airlinetrends.com
  50. 50. THANK YOU !Aircraft Interiors Expo Raymond KollauHamburg Founder airlinetrends.com26 March 2012 raymond@airlinetrends.com

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