At Aviation Festival Americas, Paul Mills, Head of Inflight Services at Virgin Atlantic mapped out evolving passenger expectations and shared predictions on the inflight experience of the future.
With passengers forming expectations based on the ease of smart TV, mobile apps, and instant Wi-Fi connection on the ground, the modern traveller now anticipates a seamless digital entertainment experience in the air. During the conversation, Mills discussed the challenges this presents for airlines and how this shapes the airline’s approach to connectivity and inflight entertainment.
In addition to the digital expectations of passengers, Mills observed customers are increasingly considerate about what they are consuming onboard. Pointing to growing concern around sustainability, health, and wellness, Mills explained Virgin Atlantic are pushing to make the inflight experience more sustainable, with locally sourced products, healthier meal options, and a reduction in single-use plastics.
Looking ahead, Mills also shared the trends shaping the future of the industry, from sustainability to various digital tools. Watch the five-minute interview below to learn more.
Questions asked:
- How are we seeing passenger expectations changing and what do you think are the key drivers here?
- Looking ahead, what could the inflight experience look like say 5-10 years into the future? How can we lay the foundations now to make this a reality?
For more from onsite at Aviation Festival Americas see:
- An investment perspective on digitisation and innovation with the MD of AE Industrial Partners
- Southwest Airlines’ COO: Challenges, innovation, and strategy
- Embracing innovation: Jason Ward on technology as a tool to empower crew
