At Aviation Festival Asia, Bryan Porter, Chief Revenue Officer, Datalex discussed the Offers and Orders landscape. Reflecting on the progress made in 2023 and projecting into the remainder of 2024, Porter described a “maturing of thinking” from airlines, highlighting the IATA Airline Retailing Consortium and a number of formal procurement processes.
The conversation also touched on passengers’ changing expectations and trends in airlines’ commitments to enhancing digital interaction with their customers.
“We’ve seen airlines actually invest in retailing strategies and take a look at how they can continuously improve customer experience. I think that the transition to order management is a big part of that because it will essentially enable airlines to create interesting touch points along each part of the customer journey in terms of how they’re interacting with the customer. So it’s not simply transactional in terms of buying a ticket, but really taking a look at all of the time between purchase and travel and taking a look at how they can maximize their customer experience.”
For all this and more, watch the full interview below.
Questions include:
- Can you summarise the progress we saw made with Offers and Orders in 2023 and how do you hope this will develop throughout 2024?
- How are we seeing airlines’ digital retail strategy shift to align with customer expectations?
- What are your strategic priorities as we move further into 2024?
For more from Datalex see:
- Datalex research finds ‘the digitisation gap’
- 2023 Interview with Bryan Porter, Chief Revenue Officer, Datalex – Insights into retail and distribution
