7:40 am
September 2, 2021
cogent inCIghts
Industry Analysis
Industry Analysis
Case Study




The aviation industry is currently facing four main challenges – rising competitionrising fuel pricestough regulations, and high passenger expectations. Disruptive emerging innovations are rapidly lyre-shaping customer preferences, as the Artificial Intelligence (AI) market for airlines is projected to hit US$ 2.2 billion by 2025 globally. Therefore, airlines and airports would have to periodically revisit their core operational assumptions in order to provide convincing and differentiated customer experiences to remain significant.

Search patterns on Google & social media buzz around airlines and airports reveal that the audience seeks solutions for different stages of passenger travel. From the moment they decide to book a ticket to reaching their destination, studying the needs associated with the journey of air travelers helps in spotting important problems and the role of innovation associated with every touchpoint.

Fast and easy access to information is important for pre-flight passengers as it helps them to efficiently monitor the trip. As the first communication point for airport passengers, a lower waiting time indicates the reliability of the operation. Since most passengers consider the drop-in baggage to be at the ask, self-service can be an excellent way to reduce their fears. The key drivers of passenger discontent are lack of accountability in the security process and lack of confidence in officials.

A constructive warning and guidance system can help with reasonably smooth management of delays/cancellations. The availability of comfort options serves as a criterion for most passengers to assess the service quality. The incompetence of the airline's ground staff is expressed in long queues, procedure chaos, and delays during embarkation.

The need for personal overhead storage is increasing as critical as the choice of flight seats. Even the slightest inadequacy reflects poorly on the service standards with respect to the food and drink segment. In-flight entertainment facilities are not only an enjoyable distraction for long flights, but also improve the travel experience. Baggage loss and misplacement are one of the greatest infringers on all airlines, with a huge effect on potential flyer choices.

Therefore, AI's role in driving creative solutions in the field of air travel is very important in order to meet these needs effectively and efficiently. The most widely discussed solutions include live monitoring, 3D maps, biometrics, voice technology, robotics, and VR.

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