AGS News Blog

Airport Loyalty Survey

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We are announcing our 2015 Airport Loyalty Programmes survey. It is focused on how airport loyalty programmes contribute to increased consumer spend in airports. The information gathered will provide a more detailed look at what contsitutes 'best practice' from some of the leading airports in the world. The detailed results of the survey will be made available only to those airports which have completed the survey questionnaire and contirbuted to the results.

We have an initial survey group in our first round. But if your airport would like to be included in the survey, please contact us directly using the 'Contact Us' form on our website.

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Updated Events Calender

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We have just updated our events calender for 2015.

We have included on the usual aviation conferences that are the 'must-attend".

More importantly we have focused on the key areas of Customer Experience, Customer Engagement and Customer Service.

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Last Updated on Monday, 26 January 2015 13:44

Top Passenger Experience Trends (Tech) 2015

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n the second part of Top Passenger Experience Trends 2015, we looked at today’s Passenger Experience from their viewpoint of making technology serve the passenger. That is, we see the passenger as a mobile, always connected customer of the travel chain suppliers. But what’s the passenger reality versus what’s happening in the industry that could make our experience as passengers  better. From our perspeccive, here’s where we see things from point of view of the passenger:

Where we are now appears to be focused on operational efficiencies verus enhancing a positive passenger experience.

  • Connections either WiFi, Bluetooth – are they always on? Roam fees still burst this bubble.
  • Websites: they need to have more useful with data feeds and easier to search.
  • Mobile 1.0: most mobile apps are simple reskin of website with static data
  • Metrics still on more eyeballs: this is NOT engagement; It’s still push marketing (‘spam’)
  • Airport reliance on gated WiFi e.g. watch ‘ad roll’ for access, “sponsored ads”
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Last Updated on Monday, 26 January 2015 13:53 Read more...

Top 6 Passenger Experience Trends 2015

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We have looked at today’s Passenger Experience; that is, what’s the passenger reality versus what’s happening in the industry that could make our experience better. From our collective perspeccive (including opinions from a group of global travellers), here’s where we see things from point of view of the passenger:

The airport gate is the passenger’s priority! Passengers are there to TRAVEL!

  • We still run the gauntlet – check-in, security, retail, gate, seats, etc.
  • We’re still in lines and we feel ‘herded’
  • We see security as a hassle
  • We’re spammed with retail offers and pay higher prices for food and beverages.
  • We’re still made to wait, kept in the dark about flight changes and sit in cramped, fully-loaded planes.
  • We’re still in immigration queues that seem endless
  • We wait for baggage that seems to take as long as a short-haul flight
  • We wait for taxis or buses in yet another line.
  • and IATA’s SPT seems focused as an operationally focused initiative – where’s the Passenger engagement?
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Last Updated on Monday, 26 January 2015 13:53 Read more...

Time to Rethink Airport Loyalty Strategies

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Here's an interesting proposition in the article "Time to Rethink those Airport Loyalty Strategies", published in The Wise Marketer. An excerpt follows, with the authors' permission.

"Customer loyalty or rewards programs are evolving at a very fast pace. The era and impact of the ‘Frequent Flyer Program’ model and the inexorable shift of the majority of consumers to more personalised, location based and real time marketing will leave little revenue opportunities for airports not in tune with shift in the new consumer demands. The vast majority of consumers now demand a more transparent business environment, in order to justify their spending in airports, now perceived as over-priced and captive environments. It’s been well established that there is a strong link between the way consumers describe their loyalty habits and the way they subsequently buy. It’s time for airports to adapt to the new consumer. Airports can continue with “more of the same” tactics or they make the most of the new opportunities inherent in well-designed and implemented customer programs.

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Last Updated on Wednesday, 07 May 2014 12:56 Read more...

Customer Loyalty Research

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We have been engaged to study the status of current airport customer loyalty/rewards programs. The objective is to understand the role to what extent these programs have been deployed and with what objectives.

This report will be published by AirGate Solutions, and be available to participating airports. We would like to think we have every airport included and current, but that requires your cooperation.

If your airport is currently using a customer loyalty/rewards program, we would like to hear from you.

Make Sure You're Counted In as part of our study and published report.

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