21st Century Airlines

Nawal Taneja, whose experience in the aviation industry spans almost five decades, has worked for and advised major airlines and related businesses worldwide. His experience also includes the presidency of a small airline that provided schedule and charter service with jet aircraft and the presidency of a research organization that provided consulting services to the air transportation community throughout the world. On the government side, he has advised worldwide Departments of Civil Aviation, Finance, Economics, and Tourism in matters relating to the role of government-owned airlines and their management. Within the academic community, he has served on the faculties of the Massachusetts Institute of Technology (as an Associate Professor) and at Ohio State University (Professor and later as Chair of both the Department of Aviation and the Department of Aerospace Engineering).

List of Figures

List of Tables

Acknowledgements

Forewords

Introduction






Responding to Changing Customer Expectations
Super-Connected Travelers

Corporate Travelers

Globalization of Consumers

Implications for, and Responses of, Airlines

Full-Service Airlines

Developments within the Low-Cost Sector

Takeaways




Platform-Based and Networked Businesses: New Forms of Collaboration
The Macroeconomic Shift: Industrial Era to Digital Era

Platforms

Network Effects

Technologies

Data

Internet of Things

Cloud Computing

Artificial Intelligence (AI) and Augmented Reality (AR)

Human Resources

Implications for Airlines

Takeaways




Innovating and Evolving Airline Network Planning
Current and Evolving Systems

Conventional Planning Module Limitations

New Modules and Integrative Planning

Examples of Comprehensive, Dynamic, and Integrated Planning

What is Next?

Takeaways




Re-thinking Revenue Management
Historical Perspective

Existing System and Process Challenges

Step-Changing Options: Opportunities and Challenges

Customer Segmentation and Personalization

Pricing and Fare Management

Customer Experience

Takeaways




Re-designing Services for Next-Generation Customer Experience
Multi-industry insights

Mercedes-Benz

Uber

USAA

Westpac

Re-defining value and designing for it

Mapping the experience

Managing loyalty and brand

Critical Success factors

Building a platform

Managing service and experience during disruptions

Takeaways




Re-thinking the Airline Business for the Digital Era
Platforms

Digital Mindset

Digital Technologies

Digital Strategies

Digital Workplace

New Forms of Transportation

Takeaways




Thought Leadership Pieces





Loyalty at the Forefront of the Transformation Curve by Evert de Boer, General Manager Global Business Development, Travel, Aimia



High-Level Check List for developing a Data Strategy by Gary Doernhoefer, Vice President & General Counsel, Journera



Radical Digitization of Businesses by Stefan Jenzowsky, SVP, Siemens Convergence Creators



The Flexible Flyer: Turning the Airlines Operating Model Downside UP by Dietmar Kirchner, Senior Aviation Advisor, Frankfurt/Germany



Meeting the Expectations of Todays’s Connected Customers and Empowered Passengers: On-Demand, Real-Time, End-to-End by Raymond Kollau, Founder AirlineTrends



Competition and Digitization by Dianchun Li, Chief Commercial Officer, Hong Kong Airlines



How much a threat from Long Haul Low Cost by Keith McMullan and James Halstead, Managing Partners, Aviation Strategy Ltd



Connecting the Dots at the Airports: The Potential of Transformation with Artificial Intelligence by Jim Peters, Chief Technology Officer, SITA



The Future of Secondary Airports by Parm Sidhu, Airport General Manager, Abbotsford International Airport



The changes & challenges affecting sales and distribution in the airline world by Trevor Spinks, Head of Sales and Distribution, Tiger-Scoot



Shifting Mind-Sets from Asset Management to Customer Value while Building a New Speed into the Business by Chris Stevens, Managing Partner, Digital Partners and Robin Barlass, Director of Strategy and Support Services, Metro Trains



The Evolving Paradigm of Interactive Selling based on Consumer Preferences by Ben Vinod, Senior Vice President and Chief Scientist, Sabre



Leadership Challenges in a Disruptive Era by Monika Wiederhold, Managing Director, Amadeus Germany



Index