Aviation has evolved significantly since the Golden Age of Travel in the 1950s and 60s. While the extreme glamour and luxury may never return in the same way, its essence of ease and excitement is something the industry is striving the recapture. At Aviation Festival Asia, Sam Chamberlain, Chief Product Officer at FLYR discussed how digital transformation can be an effective tool in rebuilding passenger confidence, growing traveller autonomy, and bringing the joy back to travel.

Chamberlain described how industry initiatives like Offer and Order can help to restore the ease, control, and personalisation that is associated with the Golden Age of Travel. This is achieved by creating seamless journeys and putting control back into passengers’ hands. He also emphasised that modern retailing capabilities can transform the way airlines engage with passengers throughout the journey, offering a more unique, personalised experience. 

“The biggest part is putting more control in the in the passengers’ hands and giving them more choice so they have the ability to self-service and make the decisions that suit them. It sort of gives them the confidence that if things go wrong, they’re going to be able to take care of it. They can take care of it themselves, they can use their preferred device, whether it’s their smartwatch or mobile phone or something completely different. There’s no restriction on what the passenger is able to do and make their own choices about their travel preferences, and I think that [brings back a sense of certainty] really.”

In the conversation, Chamberlain also unpacked some of the hesitancy around the Offer and Order transition, underscoring the perceived complexity surrounding it. Watch the full interview below.

Questions asked include:

  • When it comes to Offer and Order some airlines are all in while others remain hesitant. Where do you think this reluctance stems from and is there a benefit to being a “first mover”?​
  • You’re speaking today about bringing in ‘a Golden Age of Travel Experiences’ what does that look like?​
  • What kind of flexibility will airlines gain by switching to Offer and Order? What will the ROI here entail and when can airlines expect this?

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