How can airlines deliver superior CX during turbulent times?
2026 has proved to be a highly challenging year for the aviation industry. Geopolitical conflict has not only driven up fuel prices, but disturbed everyday operations to an extent not seen since the Covid-19 pandemic. However, customer experience consultant Jerry...
Aviation needs to work more collaboratively to manage disruption
One word to characterise the year in aviation operations so far? disruption. From ongoing conflict in Ukraine to the sudden outbreak of hostilities in the Middle East in March, airports and airlines have had to manage swathes of cancellations and delays, as well as...
The secret behind Icelandair’s viral marketing campaigns
The dominance of social media has added a whole new rulebook to the marketing game. In this medium, customers expect all content to be personalised to them, while jokes and authentic language are favoured even by global brands. In the aviation world, Ryanair's cheeky...
From passengers to guests: A new ethos for airport development
Airports are undergoing a new phase of development. More than just transport infrastructure, the airports of the 21st century are evolving into hubs for retail, fine dining, and business. With demand for air travel set to double by 2050, there's a real opportunity for...
BermudAir plots ambitious growth trajectory in the Caribbean
An isolated island group in the North Atlantic, Bermuda has a history of serving as a stopover point for passing ships and air voyages. But now, the archipelago is being put at the centre rather than the periphery of a transport network. Launched in 2023, BermudAir...
The strategy shaping United’s industry-leading IFE offering
United have invested significantly in their IFEC offering in recent years. From upgrading all aircraft for Starlink-powered WiFi, to partnerships with streaming giants, we got the lowdown from the airline's Director of Inflight Entertainment, Dominic Green. Our...
Can JFK’s New Terminal One set a new standard for US airports?
When completed in 2030, JFK's New Terminal One will cover 23 gates and 2.6 million square feet, acting as an international hub for New York City and the wider state. The goal is to create a future-forward airport, bringing together a seamless travel experience with...
Inside JetBlue’s innovative, industry-leading loyalty programme
JetBlue's TrueBlue loyalty programme is among the best in the world. It came eighth in point.me's 2025 loyalty ranking, ahead of Emirates, Qatar Airways, and Singapore Airlines. And JetBlue are keen to keep innovating to ensure passengers get the most from their...
What will be the next innovation in ancillary retail?
Launched a decade ago to connect Paris to France's Overseas Territories, as well as the United States, French bee's long-haul low-cost model faces significant cost pressures. These have only intensified this year as the Middle East conflict drags on and fuel prices...
Driving consistent, seamless travel experiences at oneworld
Last week, we published our conversation with Ole Orvér, CEO of oneworld, who said that one of his strategic priorities for the alliance was consistency. Chris Gilliland, oneworld's Director of Airport Experience, is key to achieving this aim. He's responsible for how...
David Neeleman’s exciting vision for the future of Breeze Airways
After a tricky launch period around the Covid-19 pandemic, David Neeleman's latest airline venture, Breeze Airways, has hit its stride. Set up with the goal of serving underserved routes across North America, revenues in 2025 were up 78% on the previous year's, while...
Ole Orvér: How I’m shaping the direction of oneworld
Ole Orvér became CEO of the oneworld Alliance in April this year, having previously held leadership roles at Scandinavian Airlines (SAS), Qatar Airways, and Finnair. With a wealth of experience in commercial strategy, network planning, and fleet management, Orvér is...
