This document proposes using operational data from airlines to provide passengers with information and control during their travel experience. It suggests developing a digital solution that gives passengers access to carefully selected operational data to increase transparency, trust, and create memorable experiences. This could involve letting passengers see information about their aircraft, flight status, airport processes, and more. The benefits would be moving to a new type of customer relationship with increased transparency and passenger experience to distinguish the airline from competitors.

1. POWER TO THE
CUSTOMER
REINVENTING THE
CUSTOMER EXPERIENCE
AN IDEA TO MEET THE CUSTOMERS NEED
OF THE 21ST CENTURY

2. WHAT DO CUSTOMERS
WANT TODAY?
1
INFORMATION &
CONTROL
Clients want a constant
information flow, want to be
involved & in control.
Anytime, anywhere!
INDIVIDUAL &
PERSONALIZED
Customers don‘t want
standard products. The
product experience has to
be personalized and tailored
to individual needs.
MEMORABLE
EXPERIENCES
Customers seek for more than
just a service or product.
They are looking for
experiences they can share.

3. AND HOW DO AIRLINE CUSTOMERS
FEEL TODAY?
What should I
do if I miss my
flight?
Where is my
departure
gate?
Why do we
board 20
minutes late?
How long does
it take to get to
the gate?
From the
minute they
enter the airport
until they leave
the airport at
their
destination.
2
N O T I N
C O N T R O L
U N I N F O R M E D
. . . O R S I M P L Y
S T R E S S E D

4. 5 2 % 6 8 %
CUSTOMER EXPECTATION IS
NOT MET
Difference between expectation and
experience of passengers
BAD CUSTOMER
REALTIONSHIP
Percentage of customers changing their
preferred airline due to a negative experience
WHAT IS THE RESULT OF
THIS DILEMMA?
3

5. That‘s why it is time to fundamentally transform the relationship with airline
customers. That it is time to make their journey and the events along their trip fully
transparent. That it is time to stop telling them half-truths when things go wrong.
Time for a digital solution, that gives passengers
access to carefully selected operational data, to
create trust through transparency and to convert a
simple customer journey into a memorable
experience.

6. GREAT IDEA!
BUT IS THAT POSSIBLE?

7. YES IT IS!
JUST USE AVAILABLE OPERATIONAL DATA!
4
Flight Data
PAX Handling
Data
Weather
Information
Catering
Data
Maintenance
Data
Airport
Data
ATC
Data
Ground
Handling Data
DATA HUB & DATA WAREHOUSE
Operational Data
AT MANY AIRLINES THE
CENTRAL OPERATIONAL
DATA WAREHOUSE…
…Contains all data from operational
processes. From aircraft to ground
operations and ATC data.
So, it is just questions of “what do
we want to provide to the
passenger?” and “what do the
passengers ask for?”

8. Let the passengers play around
Today‘s technology provides some many possibilities
making the journey of a passenger a memorable one.
Especially gamification plays an important role.
Imagine holding your mobile in direction of an aircraft
and receiving all relevant information about it...
Make it your airport
The solution could help passengers to take the fastest route
from one gate to another.
• How long does it take to get from point A to B?
• What is the fastest way?
• Live data with regard to queuing
• And much more...
Make it your aircraft
Know everything about your plane from the moment you check-in.
• Where is the aircraft right now?
• How many passengers flew with this aircraft?
• What‘s happening during ground times?
• What is the OTP of this aircraft?
...AND PROVIDE IT TO YOUR CLIENT.
SOME POSSIBLE USE CASES.
5
And we could imagine a lot
of other use cases.

9. Move to a new kind of customer relationship. Be
an airline, which provides complete transparency
and a new level of passenger experience.
Be the front-runner in your industry. This offers a
great opportunity to distinguish an airline from all
competitors.
6
BUT HOW DOES ALL THIS HELP?
THE BENEFITS FROM OUR POINT OF VIEW.

10. YOUR CONTACTS
BENJAMIN WALTHER
Managing Director
bwalther@aviationexperts.aero
aviationexperts PCS GmbH & Co. KG