A Boxever survey has revealed that airline passengers are hesitant to adopt futuristic technologies but are also quick to dismiss traditional customer experience strategies.
The survey of more than 500 travellers highlighted that airlines are failing to notice the most basic elements of brand adoption which includes personalisation and trust.
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Only 28% of travellers surveyed believe that being a member got them more personalised service and a better customer experience, and only 43% of millennials are members of frequent flier programmes.
Around 57% of the respondents said that they find in-flight cabins and seating arranged by function would improve the travel experience.
While 55% claimed that identified biometrics which includes the use of fingerprints and retina scans for check-in, security and boarding would improve their experience, followed by self-driving cars at 38%, and 36% said identified travel websites would improve their experience.
Boxever CEO Dave O’Flanagan said: "Today’s travellers care a lot more about the actual experience than the technology powering it.
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By GlobalData"It doesn’t matter how advanced or futuristic airlines and travel providers become. At the end of the day, what truly matters is creating personalised, one-to-one experiences for each and every customer — across all channels, and at every stage of the travel life-cycle."
While 50% of travellers said that they trust airlines with fingerprints for identification purposes, and 64% of travellers felt comfortable using fingerprints to get through security lines without the use of other identification.
O’Flanagan added: "To stand out, travel providers need to deeply understand their customers’ preferences and expectations, and deliver meaningful experiences that establish trusting relationships and keep travellers coming back."
Boxever provides customer intelligence and predictive marketing solutions to the travel industry.
