Every passenger a vip
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The document summarizes discussions from the 2010 Aviation Management Conference on trends affecting passenger travel. Key topics included: millennials' influence as the largest generation and heavy users of social media; lessons from package delivery services that track each item; the growing role of social media in aviation for customer engagement and complaints; new technologies like smartphones that give passengers constant connectivity; and the potential for a more customized travel experience if airlines can track passengers individually through their journey. The conference questioned how airlines can best cater to passengers and treat each as a "VIP."
Every passenger a vip
- 1. 16 December 2010AVIATION MANAGEMENT CONFERENCE 2010Every passenger a V.I.P.YassineAtmani, Esther Lap, Miranda Piekema, Sven Portengen and Nargis Zamaray
- 3. The big issueAVIATION MANAGEMENT CONFERENCE 20103MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 4. MillennialsAVIATION MANAGEMENT CONFERENCE 2010Generation YBorn between 1980-2000Largest generation in the U.S.A.96% has social networking account70% contstantly onlineTexting +566%4MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 5. MillennialsAVIATION MANAGEMENT CONFERENCE 20105MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 6. PackageprocessAVIATION MANAGEMENT CONFERENCE 2010Integrator6MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 7. PackageprocessAVIATION MANAGEMENT CONFERENCE 2010What can be learned from the package process?IntegratorsChoose type of handling for every packageTrack and trace every package 24/7Every package is handled as a V.I.P.7MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 8. Package processAVIATION MANAGEMENT CONFERENCE 20108MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 9. The power of social mediaAVIATION MANAGEMENT CONFERENCE 2010Campaign Donor9,5 million Hyves accounts showed this message:MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question9
- 10. The power of social mediaAVIATION MANAGEMENT CONFERENCE 2010Youp van t Hek, TwitterYoupvantHek damages reputation of T-mobile10MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 11. The power of social mediaAVIATION MANAGEMENT CONFERENCE 201011CustomerswhoformgroupsMillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 12. The power of social mediaAVIATION MANAGEMENT CONFERENCE 201012MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 13. The power of social mediaAVIATION MANAGEMENT CONFERENCE 2010Role of social media in the aviationindustryAccess duringwhole travel processEngagewithcompanyComplainaboutproducts/servicesFormgroups13MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 14. TechnologyAVIATION MANAGEMENT CONFERENCE 2010Smartphone Internet accessibilityTraceable with Bluetooth/GPS173,8 million sold in USA in 200914MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 15. TechnologyAVIATION MANAGEMENT CONFERENCE 201015Apps for all kind of informationMillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 16. Future passenger processAVIATION MANAGEMENT CONFERENCE 201016MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 17. Future passenger processAVIATION MANAGEMENT CONFERENCE 2010Booking information17MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 18. Future passenger processAVIATION MANAGEMENT CONFERENCE 2010Booking18MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 19. Future passenger processAVIATION MANAGEMENT CONFERENCE 2010To the airport19MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 20. Future passenger processAVIATION MANAGEMENT CONFERENCE 2010At the airport20MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 21. Future passenger processAVIATION MANAGEMENT CONFERENCE 2010Family modus Business modus Leisure modus Fast Travel modus Shop modus21MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 22. Future passenger processAVIATION MANAGEMENT CONFERENCE 2010During the flight22MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 23. Future passenger processAVIATION MANAGEMENT CONFERENCE 2010After the flight23MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 24. Future passenger processAVIATION MANAGEMENT CONFERENCE 201024Every passenger a V.I.P.Passengers can share experiences publicly Technological developments make information more active instead of passiveEvery passenger canbetracked and treatedindividuallyMillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 25. Whowilltake care of the V.I.P.s?AVIATION MANAGEMENT CONFERENCE 201025MillennialsPackage processThe power of social mediaTechnologyFuture passenger processThe big question
- 26. AVIATION MANAGEMENT CONFERENCE 2010