AGS News Blog

Updated Events Calender

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We have just updated our events calender through early 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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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

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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Customer engagement is taking off at airports

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The world’s airports are increasingly turning to intelligent technologies, such as mobile apps and geo-location services, to help improve their customer experience.

Creating these capabilities to “engage connected customers” is the number one priority for the majority of the world’s leading airports and we will now see a rapid increase in the introduction of mobile and social media apps, delivering a more personalised & rewarding customer experience.

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Last Updated on Monday, 24 March 2014 14:16

Airport Loyalty Programs on the radar for 2014

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Back in the early eighties, American Airlines was the first to initiate a frequent flyer programme (FFP). The success of AAdvantage quickly resulted in a multitude of other Airline programmes numbering close to 150 today.

Originally used as a means to increase stickiness to the airline, the miles earned by members of these programmes were designed to be redeemed for free flights. However, in a hyper-evolutionary market, the FFP rapidly transformed into coalition loyalty models that enabled the participation of other allied businesses; predominantly grocers & fuel retailers.
Today Airports, needing to survive in a market rather than subsidised environment, have started to initiate the next evolution in customer loyalty as they look to increase their non-airline revenues through retail sales.

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Last Updated on Thursday, 13 February 2014 15:55

Airport Consumer Retail Analytics

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There is a lot of time, effort and focus occurring in airports to focus on customer data acquisition. As an example, the airline industry has accumulated large amounts of data as a result of running their frequent flyer programs (FFP). The airports have not. Of course, understanding the data collected is one thing, but knowing what to do with it is certainly another. Just because you have the data does not mean you are on the road to success.

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