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Unit 11 - E business for airlines

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Evaluate an airline’s website and make recommendations for improvement, stating what benefits the proposed changes would bring to the customer and the organisation

D1

Compare the way two different types of passenger airline use their websites to attract customers

M1

Analyse the effectiveness of different airline reservation websites

P6

Review the features of airline reservation websites

P5

Discuss the benefits of e-business on airline customers

P4

Analyse the impact of e-business on airlines

P3

Outline current e-technology used by airlines

P2

Define e-business for airlines

P1

Criteria to pass

E-business in the airline industry refers to using electronic tools and online technologies to conduct various business activities. It employs digital platforms and internet-based applications to manage operations, enhance customer services, and engage with stakeholders.Airlines allow customers to search for flights, make bookings, and purchase tickets via their websites or mobile applications. These platforms offer real-time flight availability, fare comparisons, and secure payment options.Airlines maintain online platforms where customers can access updated flight schedules, check-in instructions, and gate details and receive notifications regarding any changes or delays.Airlines leverage e-business platforms to offer additional services beyond flights. These include in-flight meals, seat upgrades, Wi-Fi access, car rentals, hotel bookings, and travel insurance. Such services are available for purchase through the airline's website or mobile applications.E-business tools assist airlines in streamlining procurement processes, managing supplier relationships, and tracking inventory and logistics. This enhances operational efficiency and reduces costs.Airlines employ e-business platforms for targeted marketing campaigns, online advertising, and engaging with customers on social media. These channels help airlines reach a wider audience and promote their services effectively.Overall, e-business in the airline industry aims to enhance operational efficiency, improve customer experiences, and increase revenue. To stay ahead in the digital world, it's important to both establish and maintain a competitive edge. Landscape. By leveraging technology, airlines provide seamless and convenient services throughout the customer journey, from booking flights to post-flight interactions.

Define e-business for airlines -P1-

Airlines leverage e-technology for reservation and ticketing processes. Online booking platforms and mobile applications allow customers to search for and purchase tickets conveniently. Electronic ticketing has become prevalent, eliminating the need for physical paper tickets. Electronic boarding passes are also increasingly used, allowing passengers to check in and board flights using their smartphones.Airlines employ various e-technology tools to enhance customer communication and service. Automated email and SMS notifications inform passengers about flight updates, delays, and reminders. Social media platforms are utilized for customer support, addressing inquiries and providing real-time assistance. Chatbots and virtual assistants are integrated into websites and applications to offer automated support and answer frequently asked questions.To enhance the passenger experience, airlines offer in-flight entertainment systems. Seatback screens provide on-demand access to various movies, TV shows, and games. Many airlines now offer in-flight Wi-Fi, allowing passengers to browse the internet, send emails, and stay connected during their journey. Moreover, personal electronic device (PED) streaming options enable passengers to access entertainment content on their own devices.Airlines utilize e-technology for operations and maintenance purposes. Pilots are equipped with electronic flight bags (EFBs) that replace traditional paper-based flight manuals and provide access to charts, weather information, and navigational aids. Aircraft health monitoring systems collect real-time data on the performance and condition of the aircraft, enabling proactive maintenance. Additionally, airlines employ maintenance and engineering software to track and manage aircraft maintenance schedules, repairs, and spare parts inventory.E-technology is crucial in baggage handling, tracking, and streamlining airport operations. Electronic bag tags facilitate the efficient handling of luggage, reducing the reliance on paper tags. Baggage tracking systems allow passengers to monitor the location of their checked-in bags. Self-service kiosks enable passengers to print their baggage tags, enhancing check-in. Moreover, airports employ self-service check-in kiosks, biometric technology for identity verification, and automated passport control systems to expedite the airport experience.

Outline current e-technology used by airlines -P2-

The emergence of e-business, particularly the widespread use of the Internet, has significantly impacted the airline industry. Here are several key ways in which e-business has influenced airlines.E-business has revolutionized the way airlines sell tickets and handle reservations. The introduction of online booking systems has made it easier for customers to search for flights, compare prices, and make reservations directly through airline websites or third-party travel platforms. This has significantly reduced the reliance on traditional travel agencies and enabled airlines to reach a broader customer base.E-business has helped airlines reduce costs in various areas. With online ticketing, airlines can automate processes and reduce the need for manual handling of reservations, resulting in operational efficiencies and cost savings. Additionally, the use of electronic tickets has eliminated the need for physical ticket printing and distribution, reducing paper waste and associated costs.E-business has enabled airlines to diversify their revenue streams by selling ancillary products and services. Airlines can now offer passengers additional options such as seat upgrades, extra baggage allowances, in-flight meals, and access to airport lounges, all of which can be conveniently purchased online. This has become a significant source of revenue for airlines and has helped improve profitability.E-business has transformed the customer experience in the airline industry. Passengers can access online check-in services, select seats, and receive electronic boarding passes, eliminating manual check-in processes. Airlines can also engage with customers through personalized email marketing, loyalty programs, and targeted promotions, enhancing customer satisfaction and loyalty.E-business tools and technologies have improved operational efficiency for airlines. Using advanced analytics, airlines can gather and analyze large volumes of data, enabling them to optimize flight schedules, pricing strategies, and route planning. E-business also facilitates effective inventory management, allowing airlines to allocate seats and manage capacity more efficiently.In summary, e-business has profoundly impacted airlines, revolutionizing ticketing and reservations, reducing costs, generating ancillary revenue, enhancing customer experience, improving operational efficiency, expanding distribution channels, and transforming communication and customer service. As technology continues to evolve, e-business will likely. The role of technology in shaping society is of great importance to the airline industry's future.

Analyse the impact of e-business on airlines -P3-

E-business, which refers to the conduct of business activities over the Internet, brings several benefits to airline customers. Here are some of the advantages of e-business in the airline industry.E-business allows customers to book flights online at any time and from anywhere conveniently. Customers can access airline websites or online travel agencies to compare prices, view flight schedules, and make reservations without visiting a physical travel agency or calling a customer service representative. This convenience saves time and effort for customers.E-business provides customers with a wide range of options for choosing flights. Online platforms offer access to multiple airlines, allowing customers to compare prices, routes, and services easily. This increased competition often leads to better customer deals and discounts, enabling them to find the most suitable and cost-effective flights.E-business allows customers to check in for their flights online, eliminating the need to stand in long queues at the airport. Online check-in will enable customers to select seats, print boarding passes, and drop off their baggage in designated areas. This streamlines the check-in process, reduces waiting times, and enhances the travel experience.E-business enables airlines to gather customer data and preferences, allowing them to offer personalized services. Airlines can provide tailored recommendations through customer profiles and data analysis, such as seat upgrades, particular meal preferences, or ancillary services based on individual preferences. This personalization enhances customer satisfaction and loyalty.E-business provides customers with easy access to relevant travel information. Airlines' websites or mobile applications offer real-time flight status updates, including delays, cancellations, and gate changes. Customers can stay informed about their flights and plan accordingly, avoiding unnecessary inconveniences and disruptions.In summary, e-business brings numerous benefits to airline customers, including convenience in booking, a wide range of options, online check-in, personalized services, access to travel information, self-service options, and enhanced customer support. These advantages contribute to a seamless and satisfying customer travel experience, fostering customer loyalty and satisfaction.

Discuss the benefits of e-business on airline customers -P4-

Airline reservation websites have become essential for travellers to search, book, and manage their flights efficiently. These websites offer a range of features and functionalities to enhance the booking experience. Here are some standard features you can find on airline reservation websites.Users can enter their travel details, such as departure and destination cities, dates, and number of passengers, to search for available flights. The websites provide comprehensive search results with various flight options and combinations.Once users find a suitable flight, they can proceed with booking directly on the website. The process usually involves selecting the desired flight, providing passenger details, and making the payment. The website ensures a seamless and secure booking experience.Airline reservation websites often collaborate with multiple airlines, allowing users to compare fares and schedules from different carriers. This feature enables travellers to choose the best option based on their preferences and budget.Users can usually view and select their preferred seats during the booking process. The websites often provide a visual seat map, showing available seats and their corresponding prices, allowing passengers to choose seats according to their preferences (window, aisle, etc.).Airline reservation websites typically provide detailed information about airline baggage policies and restrictions, and this helps users understand the allowances and any additional fees associated with their luggage.These websites often include features allowing users to compare fares for flights and airlines. This helps travellers find the most cost-effective options and make informed decisions.It's important to note that specific features and functionalities may vary between different airline reservation websites. However, the features mentioned above are commonly found across many platforms, aiming to provide travellers with a user-friendly and convenient booking experience.

Review the features of airline reservation websites -P5-

Analyzing the effectiveness of different airline reservation websites can involve various factors and considerations. Here are some key aspects to assess when evaluating their effectiveness.An effective airline reservation website should have an intuitive and user-friendly interface. It should provide precise navigation, well-organized information, and a seamless booking process. It should be easy for users to search for information. Flights, view available options, select seats and complete the reservation. Responsive design and mobile compatibility are also crucial for a positive user experience.The website should offer a robust flight search engine that allows users to find flights based on their preferences, including dates, destinations, and flexibility. The search results should be accurate and fast and provide relevant information such as flight duration, layovers, and pricing. The booking process should be straightforward and secure and support various payment options.Effective airline reservation websites should display transparent pricing information, including base fares, taxes, fees, and additional charges. They should also provide options to compare fares across different airlines and offer deals, discounts, or loyalty programs to help users save money on their bookings.Besides flight reservations, many websites offer services like hotel bookings, car rentals, travel insurance, and airport transfers. An effective reservation website should provide a seamless integration of these services, allowing users to book and manage their travel-related needs in one place conveniently.A reliable customer support system is essential for an effective airline reservation website. Users should have access to clear contact information, including phone numbers and email addresses, for any inquiries, changes, or cancellations. Responsive customer support, preferably available 24/7, can significantly enhance the user experience and promptly address any issues or concerns.To better understand an airline reservation website's performance and dependability, it's helpful to read reviews and ratings from other users. Websites with positive thoughts, high ratings, and a good reputation for customer service are more effective.An effective reservation website should be stable, fast, and reliable. It should handle a high traffic volume without frequent downtime or technical glitches, ensuring that users can make their reservations without interruptions.Given the growing prevalence of mobile devices, it is crucial. To have a well-developed mobile app that complements the website and can significantly enhance the overall effectiveness of an airline reservation platform. The app should offer similar functionalities, user-friendly navigation, and the ability to make online reservations.It is essential to remember that the efficiency of an airline reservation website can vary over time, and user experiences may differ based on individual preferences and needs. Conducting research, reading user reviews, and testing the websites firsthand can provide a more personalized assessment of their effectiveness.

Analyse the effectiveness of different airline reservation websites -P6-

Full-service legacy airlines invest in creating a visually appealing image and an attractive and user-friendly website that reflects their brand image. The user experience (UX) is carefully crafted to provide a professional and elegant interface. The website's navigation is intuitive, with transparent sections for booking, managing reservations, and accessing additional services like loyalty programs and airport lounges. The emphasis is on delivering a seamless user experience that aligns with the airline's reputation for providing premium amenities and services.Regarding flight search and booking, legacy airlines offer comprehensive functionalities. Customers can input their travel preferences, including dates, destinations, and class options. The search results display multiple flight options, including fare details, schedules, and available seats. The booking process is streamlined, allowing customers to easily select flights, choose seats, and add services like pre-flight meal selection, seat upgrades, and extra baggage options. These ancillary services are prominently displayed throughout the website, ensuring customers know the range of choices available to enhance their travel experience.Legacy airlines also prioritize their loyalty programs, which are prominently featured on their websites. They provide detailed information about the program's benefits, tiers, and how customers can earn and redeem points. Airlines aim to incentivize repeat business and foster customer loyalty by highlighting the advantages of their loyalty programs. The website serves as a hub for customers to manage their loyalty accounts, track their progress, and access exclusive offers and perks.

Compare the way two different types of passenger airline use their websites to attract customers -M1-

Low-cost carriers focus on simplicity, affordability, and price transparency on their websites. The homepage prominently displays search tools where customers can quickly find the lowest fares available by entering their travel details. The emphasis is on providing customers with budget-friendly options and highlighting ongoing promotions, discounts, or limited-time offers. These eye-catching deals are designed to attract customers seeking the best value for their money.Low-cost carriers streamline the booking process to make it quick and efficient. The website interface is designed to guide customers through the booking steps with fewer options for customization. Customers can easily select their flights, choose add-ons like baggage and seat selection, and complete the booking in just a few clicks. The emphasis is on making the process hassle-free and time-efficient, appealing to customers who prioritize simplicity and convenience.Transparency regarding ancillary fees is crucial for low-cost carriers. They display additional charges for baggage, seat selection, and onboard services upfront during the booking process. By transparently communicating these costs, customers can make informed decisions based on their budget and needs. Optional extras, such as priority boarding, in-flight snacks or beverages, and travel insurance, are also promoted during the booking process. These add-ons are presented as opportunities to enhance the travel experience, and customers can select and pay for them as desired.In summary, full-service legacy airlines prioritize a seamless user experience, comprehensive services, and loyalty programs on their websites. They aim to provide a professional and elegant interface that reflects their brand image while offering extensive flight search and booking functionalities and highlighting ancillary services and loyalty programs. On the other hand, low-cost carriers focus on price transparency, a simplified booking process, and optional extras. Their websites prioritize affordability, prominently displaying search tools for finding the lowest fares, streamlining the booking process, transparently communicating ancillary fees, and offering add-ons to enhance the travel experience.

Compare the way two different types of passenger airline use their websites to attract customers -M1-

British Airways' website serves as a crucial touchpoint for customers, significantly shaping their experience with the airline. Several improvements can be made to enhance customer satisfaction and drive organizational success.The user interface (UI) and user experience (UX) can be optimized to ensure a seamless and intuitive browsing experience. By simplifying navigation and improving the website's loading speed, customers will find it easier to locate relevant information, flights, and services. A streamlined and responsive UI will result in a more enjoyable user experience, keeping customers engaged and reducing frustration.The booking process is a critical aspect that demands attention. Enhancements can be made to the flight search functionality, giving customers more flexibility in search criteria such as price, date range, and nearby airports. Simplifying the booking steps, reducing friction, and minimizing the number of required clicks will result in a smoother and more efficient booking process. These improvements will increase customer satisfaction and conversion rates, ultimately driving revenue growth.Personalization and customer support are crucial elements in creating a positive customer experience. British Airways can leverage customer data to offer personalized flight recommendations, upgrade options, and special promotions based on individual preferences and travel history. Such personalization fosters customer engagement and increases the likelihood of upselling and cross-selling. Moreover, providing multiple customer support channels, including live chat, email, and a dedicated helpline, along with the integration of a chatbot, will improve response times and ensure timely assistance. Enhanced customer support capabilities will boost customer satisfaction, trust, and loyalty.Mobile optimization is paramount in today's digital landscape. As many customers access websites through mobile devices, British Airways' website should be fully responsive and provide a seamless experience across different screen sizes. Optimizing the booking forms, improving navigation, and ensuring fast loading times on mobile devices will cater to the growing mobile user base. By delivering a user-friendly and efficient mobile experience, British Airways can increase conversions and customer satisfaction among mobile users.Lastly, attention to content and information is vital. The website should provide comprehensive and up-to-date information about destinations, services, baggage policies, and travel restrictions. Accurate and detailed information empowers customers to make informed decisions and reduces uncertainty. Additionally, incorporating high-quality visual media such as images and videos to showcase the airline's services, cabin features, and destinations will engage customers and create a captivating browsing experience. This visually appealing content will inspire customers, increase interest, and drive conversions.In conclusion, by implementing these improvements, British Airways can significantly enhance customer experience and organizational success. The optimized UI/UX, streamlined booking process, personalization, robust mobile optimization, and comprehensive content will increase customer satisfaction, higher conversion rates, improved customer loyalty, and positive brand perception. By prioritizing these areas, British Airways can solidify its position as a customer-centric airline and achieve growth in a highly competitive industry.

Evaluate an airline’s website and make recommendations for improvement, stating what benefits the proposed changes would bring to the customer and the organisation -D1-