Uberisation of airlines
Shashank Nigam ?
![Shashank Nigam ?]()
Shashank Nigam ?
Crafting the future of ? @ SimpliFlying | Author | TEDx Speaker | Girl Dad | ???? ???? ????
This week, I was invited by Terrapinn to deliver a presentation on the "Uberisation of airlines" at their World Aviation Festival in London. It wasn't really about a self-service model that Uber is known for, but rather about how apps like Uber are shaping travellers' habits and what airlines can do to keep up. Especially now that a majority of business travellers use Uber, than take a cab!
So, what can airlines learn from Uber?
I made three key points in my presentation on how airlines can see inspiration from apps like Uber.
- Seek and respond to real-time feedback - Airlines have a rare opportunity where they can now recover from a bad customer experience, during the customer journey itself, due to connectivity. Uber does this very well, but issuing quick refunds and responding to feedback.
- Ratings for airlines - Uber allows riders to rate drivers, and at the same time drivers can rate riders too. What if airlines allowed crew to be rated?
- Simplify the app - Uber is worth $50 billion due to its adoptability - and that is driven by its simple app. Airlines have a tendency to put a five-step booking process in their apps. And business travellers are increasingly used to 1-click booking for a ride. Airlines need to create apps that are simple, and contextually relevant to passengers. I shared a couple of examples of jetBlue's new app, and the easyJet mobile app, which allows scanning of passports.
You can view the full presentation from London here: https://bit.ly/UberAirlines
Would love to hear comments and feedback!
Executive Director at Petroleum Club of Romania
9 年"What if airlines allowed crew to be rated?" It would be great, but try tell that to the AF French employees who stripped the AF HR manager off his shirt yesterday!
H2H Human to Human │ Communication │ Connection │ Co-creation
9 年I had the pleasure to attend your presentation at Terrappin Event. Fantastic! Epteca was hosting a round table discussion on ancillary revenue at the same event and here are some of key findings if you are interested: https://www.dhirubhai.net/pulse/long-tail-ancillaries-280b-opportunity-elusive-dream-bojan-jokic
Thank you for the interesting presentation. The last point (3), I agree that carriers like easyjet provide excellent apps with passport scanning. Although full service carriers are lagging behind, they tend to upsell through a slower booking process. One-click booking can definitely work when information is provided and passengers have there information provided prior on there accounts. I personally find the booking of a blue fsc very annoying as I regularly have to add my API information over and over. Easyjet does this very well. Again thank you.
Making travel industry life easier !
9 年Really interesting... Now that the NDC ground is set for Airlines to work like Amazon, it's time for them to jump to Uber way. Will Airlines go Amazon, Uber or both ? ;-)
Executive Educator, Inspiring Leadership and Driving Exceptional Customer Experience for ambitious Enterprises | Founder: Commercial Excellence Partners | Speaker | Travel-Tech ?
9 年Great presentation Shashank Nigam ? The airline-customer engagement question is a very valid one. Very few (if any) are redesigning the entire approach from scratch - perhaps from fear of what changes will be needed and at what cost. But it's clear the ease and relevance of the engagement needs to be improved.