Two weeks ago at Aviation Festival Asia, I had 1:1 interviews with 21 key decision makers from across the APAC region. These conversations featured airline and airport CEOs, cutting-edge technology providers, and industry experts shaping strategy in their field. I spoke to these pioneers about their ambitions, challenges, and perspectives on the evolving industry landscape – here is what they had to say:
Personalisation – Where expectations are being shaped by retailers like Amazon, aviation is lagging behind. Passengers want airlines to know and understand them and this increasingly important to the younger generations who demand a hyper-personalised service. The solution? Data – and lots of it.
Artificial intelligence (AI) – The buzz around AI and gen-AI is not going anywhere. With AI being leveraged by almost every aspect of the industry, we are now seeing the numbers to support its impact. However, with technology evolving so rapidly, some decision makers are cautious of leaping from one “shiny thing” to the next and want to make sure their tech investments are future proof.
Offer & Order – In summary, the offer side has come a long way and is generating tangible value but progress on the order side is slow and remains in the proof of concept phase. Despite this, we have seen significant strides already made in this journey and the mood for 2025 is optimistic.
Loyalty – Today, consumers are more sophisticated than ever, but loyalty programmes remain outdated. This means there are real opportunities for those that can understand the behaviour of the modern traveller and update effectively.
Sustainability – The industry’s commitment to sustainability has to go beyond reducing its carbon footprint and a holistic approach to the challenge is not just preferable, but imperative.
Be proactive – When it comes to service, convenience is everything. Passengers want problem resolution at their finger tips, in real time and do not expect to have to call a contact centre to explain their problems. Airlines and airports that can can provide seamless, instant support have a major opportunity to establish brand loyalty.
Apps matter – Apps are a powerful tool for both airlines and customers. If they are deployed correctly, they can be the key to unlocking customisation and serve as a crucial touchpoint for engagement.
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Aviation Festival Asia is the region’s most important aviation technology conference and exhibition, connecting pioneers with key stakeholders and tech suppliers. The sessions bring together world class speakers from across Retail & IT, AI, Sustainability, Payments, Airport Tech, Marketing, Loyalty, IFEC, Passenger Experience, and IROPs.
See the official photos from the event and book your ticket to join us in 2026 (25-6th March).
For more like this see:
- The end of traditional loyalty programs: How airlines can win over the next generation of travellers
- Surveying industry opinion: Our top 10 polls
- Five post-recovery trends shaping the airline industry in the Asia Pacific region
