Aviation digital transformation, recovery after the pandemic

Pioneering airlines

Philippine Airlines uses artificial intelligence (AI) to collect and analyze passenger data to devise more effective marketing strategies. As a result, customer attention to Philippine Airlines has increased by more than 20% annually.

Meanwhile, Air Canada uses machine learning and AI to train virtual assistants to automatically answer questions related to fare or flight status. The airline’s efforts were commended for creating a convenient connection between the airline and its passengers.

Another airline pioneering the application of technology to enhance the customer experience is Air New Zealand. The airline is experimenting with a range of initiatives, such as allowing flight attendants to use wireless headsets that can directly translate customer requests from 40 different languages. Before that, the airline also experimented with AI, augmented reality (AR) and even robot staff to help improve flight service and customer experience.

Also applying AI technology, on its website, a Vietnamese airline called Vietjet has used Amy robot to answer all questions related to ticket booking, check-in, payment instructions, etc. flight schedule change, ticket refund…

Not only serving passengers, the transportation of goods is also thoroughly digitized by Vietjet with express delivery service Swift247 combined with Grab technology vehicles for fast speed during the day.

The digitalization process was started by Vietjet with a revolution from paper air tickets to electronic tickets, online ticket sales on computer platforms and mobile applications. All accompanying products and services such as baggage, meals, souvenirs, airport transfers, insurance and COVID-19 testing are sold online with the orientation of an airline providing consumer goods on an e-commerce platform.

Digital transformation trend

In the coming time, airlines will focus on investing in digital transformation to provide a service system on many devices (computers, phones, tablets, airport check-in kiosks, …) The most synchronized and smooth for passengers.

Another big trend is that airlines will let passengers choose the accompanying services when booking online, such as buying more checked baggage, meals, in-flight entertainment services…, helping passengers enhance satisfaction. This is also a trend that Vietjet has applied to allow passengers to actively choose necessary services, instead of having to pay for unused services.

In addition, letting passengers self-check-in via an app or check-in at an airport kiosk is expected to be a service that every airline must have. Currently, only about 18% of passengers tend to choose the traditional check-in method, while 1 in 2 people want to check-in online.

Digitization is a global path and a never-ending revolution in the aviation industry. Mr. Dinh Viet Phuong, CEO of Vietjet said: “Our business strategy is associated with applying technology with more innovative products and services, completely changing the airline service experience of customers.“.

Currently, Vietjet is promoting projects that start the digital era, providing new, diverse and increasingly convenient experiences for customers.