At Aviation Festival Asia, Nadia Omer, CEO, AirAsia MOVE shared insights on how the company is innovating to meet the evolving expectations of travellers.

Omer explained how technology can be leveraged to meet passengers’ demands looking at data analytics to tailor offerings, tech integration for seamless booking, and pioneering an overall deeper understanding of the customer.

“And the good news is that in our industry, customers want us to know them better. They want us to customise these propositions – ‘give me what I’m looking for.’ So they’re not shutting us out, it’s a huge partnership, and we are investing in getting better at data analytics to create those bundles that people are looking for.”

Highlighting the significance of ancillary services within the evolving travel landscape, Omer illustrated the shift in demand as we move further away from the pandemic. Previously dominated by medical coverage insurance, traveller priorities are now reverting back to traditional concerns like flight delays and baggage costs. Additionally, Omer emphasised the growing popularity of FinTech products that offer flexibility, which are emerging as a key ancillary trend especially amongst millennials.

Watch the full interview below for industry challenges, staying ahead of the curve with ancillaries, passenger demands, and more.

 

Questions included:

  1. How is AirAsia MOVE evolving to meet the changing expectations of travellers?
  2. As we enter a new era of travel innovation, what are the key challenges you anticipate facing and how are you leveraging technology to prepare for these?
  3. When it comes to ancillaries, how are you taking a creative approach to stay ahead of the curve?

 

 

For more like this see: