Air Transport
Article | July 6, 2022
Experience is Everything—human or mechanical. But Get it Right.
"AI's potential doesn't solely lie in its ability to improve business efficiency. Rather it lies in its ability to bridge the gap between businesses and customers. AI-powered communications enable for surged personalized and strengthening of information, stimulating customer trust and customer experiences."
- Kevin Gosschalk, CEO, Arkose Labs, in a conversation with Media 7.
Whether you make payments with a single tap in apps, ask Alexa to instruct in your smartphones, select Google assistance to find flights, or connect to airline companies, digital transformation is omnipresent. So, the appreciation comes naturally for how today's digital atmosphere transforms and affects our lives in every way.
Yes, you heard that right!
Using Google assistance to find flights is not the new way the industry uses AI. Instead, it has enhanced its way of AI usage into its process and operations. Like other businesses, aviation businesses are catching up well in using data and technology. With the help of these, they now create more compelling and prompter customer experiences.
The developments and revenues in the global aviation industry are skyrocketing. The industry expects almost 8.2 billion passengers to fly around the world by 2037. The rising numbers are because of digital transformation. The most interesting thing is aviation now has to manage high expectations of digital-savvy customers. It will be even more interesting now!
Before the blog breaks into discussing the futuristic airline customer experience, let's look at the flashback of the past customer experience scenarios (challenges) that prevailed in the airline industry.
Past Customer Experience Scenario in Airline
The aviation industry in 2018 recorded 4.4 billion passengers flying around the world. Furthermore, according to the IATA reports, the count is anticipated to reach 8.2 billion by 2037. But the industry is increasingly lacking behind in customer experience.
Complex booking procedures and missing out on the best flight offers because of complex app/website navigation and other potential customer services are issues raised in air travel today. Apart from this, customers also raise concerns over inflight infotainment systems. The systems merely do their job. Therefore, as many airport terminals are still empty, customer service representatives are working harder to overcome such issues.
As the industry has stepped into the fourth industrial revolution, AI rewards the best experiences for travels and other airline customer services. Now, airline marketers can find diverse AI-based digital solutions to sail through the cloud. And the findings are quite remarkable.
Let's come to the part where you will know how AI is helping the aviation industry scale its customer services.
How Can AI Enrich Airline and Scale Customer Services?
Airlines that leverage AI customer experience have had a significant advantage during the pandemic time. Their insights have been put into enriching the entire aviation business. Let's understand the 'how.'
Get Multiple Output in Seconds
When the demand for air fly rise, offering immediate services for customer handling teams becomes stressful. However, with AI, instances like this get a perfect solution.
AI can handle an infinite number of customers' demands at once. By leveraging AI-based digital solutions, you can scale up fulfilling airline operations in seconds. As a result, teams in your firm can easily diminish the increased demand for services and serve remarkable customer experience.
The benefit of AI can also be seen crosswise support channels. For instance, WestJet's ticket volume surged by 71% on Facebook Messenger and WhatsApp during the beginning weeks of COVID-19 disruption in North America. However, the airline kept its response time low as its virtual agent Juliet ultimately resolved 87% of tickets.
Identity New and Trending Issues
Aviation is an industry of challenges. Issues and obstacles keep knocking on the door of airline companies. In such cases, AI informs if there are any trending issues over channels. For example, during the COVID-19 outbreak, new onboard safety issues and questions towards social distancing surfaced for the first time. However, airlines have never come through about social distancing. So, by leveraging AI, they created a responsive plan for customers. They communicated the same through AI-enabled solutions on websites and applications.
In response to the coronavirus, Gartner suggests that companies should use chatbots in digital channels to focus on the most ordinarily asked questions to give solutions for customers.
Feedback Analysis
Air travel can be stressful at times, even for frequent and experienced travelers. For example, it could be passport-related or booking tickets, baggage checks, ticket prints, arrivals, departures, seat assistance, etc.
So, by analysis of data, artificial intelligence in customer experience learns about these pain points of airports and flight experiences. In this way, customer experience can be improved and enhanced simultaneously.
Then comes feedback. Using AI for feedback analysis, airlines can research the market. It can make informed decisions related to processes and operations.
"AI systems can quickly allow airlines to discover opportunities to intervene in the customer journey and turn a miserable experience into a delightful one. It also allows companies to respond faster in a synchronized and regulated way that is uniform with the business's values. Ultimately, we want to understand how an airline can fascinate a customer as well as where there is an abrasion in the customer journey and figure out how to fix it,"
- CEO of PureStrategy Inc. Briana Brownell
Briana highlights the growing relevance of natural language used in AI. Understanding technology in the processing and analysis of customer experience data thus allows businesses to explore the customer journey in their own words.
For example, ANIE, an AI assistance, can help customers find, book, and pay for flights.
Effective Communication
The speed of responsive communication to customer queries is highly considered to resolve issues. For example, airport issues like flight delays or baggage loss crop up quite often throwing. As a result, travelers usually get into a state of nervousness. However, when they do not get a response or explanation to their problems, they start considering other airlines for their future trips.
In these cases, AI software deployment can speed up and simplify services, automatically enhancing airline customer experience. In addition, effective customer emails with exact information can also solve significant issues and streamline employees' workflow using natural text.
Another way to automate and improve airline customer experience is chatbot development. Today, many airlines enhance their customer support with AI-powered chatbots on their websites and mobile applications.
The Business Insider’s research report says that by 2022, over 80% of airline businesses are likely to have chatbot automation implemented in operations.
These chatbots help passengers with bookings, managing flight schedules, and updating customers about general flight information. In addition, they can post queries and other types of assistance to get quick responses.
Self-Services at Airports
Easy self-check-ins, ticket booths, and overall communication (from booking to destination arrival) add to the comprehensive AI-based digital solutions.
The pandemic forced the aviation industry to witness the extraordinary rise of numerous contactless technologies. So, airports are now more focused on providing self-services for customers. These include contactless payments, luggage checks, robotic assistance for queries, and more like these.
Self-service systems in airports are critical automated systems. AI technology is installed to automate passenger journeys without any hurdles.
Today, airline companies and airports implement an end-to-end solution using artificial intelligence in customer experience to facilitate smooth passenger air travel and operations. In case of point, Delta Airlines, one of the world's largest global airlines, uses intelligent systems such as Fly to Gate by Thales. The system works with biometrics technology. The employees use it for the document scanning process to recognize and verify passengers at security checks.
Such technology reduces passenger check-in time and improves customer experience.
Future of AI Customer Experience in Airline Industry
There are many shreds of evidence that customers increasingly want a personal touch with their communications. They adore personalized services. Even airline companies are seeking profound connections with their customers. And this is the right time to act by offering personalized customer experiences.
Today, AI makes it possible for the entire airline industry to enhance customer experience with automation, provide self-service solutions, ensure safe air travel, and more. Technology is a powerful tool for airlines to make informed decisions that they couldn't take in the past few years. Now airlines can make decisions faster on essential decisions such as on pricing of tickets by analyzing data, enabling secure authentication of customers than before.
Ultimately, the success of artificial intelligence in customer experience is driven by having a deep understanding of different customer segments. By harnessing the power of conversational AI, airline businesses can improve their ROI, nurture long-term customer relationships, metrics being the core elements.
Frequently Asked Questions
How can airline companies improve their customer experience?
To improve customer experience, airline companies can follow these ways:
Focus on knowing the target audience
Meet unique and specific customer needs
Keep customers engaged on social media platforms
Make smart customer-targeted decisions
Be responsive towards customers
How does AI play its role in aviation concerning customer experiences these days?
AI plays a crucial role in helping customers in aviation to find the correct information more efficiently. It actively helps analyze customers' data and recommend services based on their browsing preferences about flights.
How does AI improve customer experience?
AI enables the power to strengthen customer engagement, encourage activities, and improve customer retention. Although not a replacement for human beings, it does help increase the efficiency of serving — like answering frequently asked questions, providing the correct information, and being available 24*7.
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Design and Engineering
Article | January 7, 2022
The pandemic has fueled the private aviation segment boom. It has raised many new aviation business bodies.
While the private aviation segment was once reserved for millionaires and A-listers, it now has aircraft that look for more quick and secure gateways.
“We’ve flown more for businesses now than ever, based private jet travel provider PrivateFly.This is the time to use capital to travel safely. We’re seeing sales year-to-date matching with 2020. The sales are outperforming in the private jet market. And since the pandemic hit, we have seen striking changes in clients’ profiles and buying habits."
- Adam Twidell, CEO and founder of UK
Despite the ongoing dimness of the growth of the aviation industry, there has been a fresh influx of customers for private jets.
The pandemic empowered the private aviation companies. As a result, the private jet market has noticed a higher demand of 72% healthy since 2019.
About this, Adam Twidell mentions that private aviation is cautiously hopeful about the future for private jet travel.So, how is the private aviation market growing? How is private jet travel becoming popular? Let’s understand it.
Why are Private Jet Companies Taking Off?
Today, many business travelers are seeking a safer way to fly due to the ongoing effect of the pandemic. As a result, the term ‘safer’ fly has turned to private jet travel.
Its appeal in the present time has been evident. But some reasons that support the answer behind arethe taking off of private aviation companies are as follows:
The Uncertainty of Commercial Aviation
A drop in airline operations throughout the pandemic is one of the reasons. On the other hand, the pandemic facilitated an increase in the number of new business travelers in private aviation.
A Shift in Consumer Behavior
The surging number of first-time flyers have learned to invest in safety. Consumers are beginning to understand that investing in safety is essential today. Consequently, private aviation is not considered a luxury but a common choice as a reliable travel solution.
Control & Flexibility
The evolving new technologies in aviation have now created controllable operations. Such advancement has enabled aviation businesses to recover rapidly. Similarly, the private aviation sector is passing the power to customers to choose scheduled flights. The flexibility of the travel segment has added a value in terms of safety for business travelers.
“For companies looking to fly more frequently, they may get a jet card membership award. It will be a one-off charter and the commitment of jet ownership. You get a consistency of aircraft services like fixed prices and flexible terms."
-Twidell
More Options for Domestic
The domestic aviation sector is recovering compared to the international sector, which is still down by 20% as compared to 2019 as per IATA. All of this is due to the innovation by private aviation companies.
What do these key reasons show us? First, private aviation has constantly been reaching extraordinary heights and serving outstandingly in the new normal.
In this case, some prominent private aviation companies are doing wonders in the aviation industry. They are bringing innovative ideas and reshaping global businesses effectively.
So, who are they? What are those private aviation companies doing? Let’s know further.
The Best of 4 Private Aviation Firms Reshaping Aviation
Business aviation is expected to reach a valuation of more than 2 billion in 2022. This would be more than twice the valuation recorded in 2019, as per the Global Insights Market research study.
So, let’s study some of the most sorted-out private aviation firms. And how they are making innovatory inclusions in the aviation industry.
XOJET
Xojet is known as “Uber for the airways,” being the third-largest North American private aviation company. Xojet partnered with JetSmarter – the world’s largest mobile marketplace for private jets. They aim to bring novel opportunities, ways, and ideas to reshape the industry once again.
Xojet took advantage of digitalization and made the idea of “Uber for the airways” on-demand and straightforward. JetSmarter now serves as the exclusive digital distributor for XOJET’s aircraft, which has provided access to a new technology player—an unparalleled supply of premium jets.
“This shared venture is all about efficiency, which makes us more successful in assisting our clients.” And we will be able to accelerate the process of providing a digital solution for them.”
-Brad Steward, CEO of Xojet
The real opportunity is to put the 11,000 private jets in service in the US. And most of them would fly at an average of 200 hours annually at 30% capacity. As a result, XOJET generated more than $300 million worth of revenue in the second quarter of 2020. So, it is undoubtedly the digitization of private aviation that is concreting the pathway of growth of the industry for the future.
NetJets
NetJets has been serving as one of the oldest and largest private aviation companies. It accumulated a fleet of around 700 jets globally. NetJets’ plans for the first supersonic business jet with its sizeable fresh capital front. It plans to build a supersonic aircraft and is working with innovative and creative partners and private jet manufacturers.
Additionally, NetJets has received a delivery of 25 new private jets so far in 2021. It expects to spend around $2.5 billion to add another hundred jets by the end of 2022.
VeriJet
VeriJet started offering aircraft engines based on cruise missiles and carbon-fiber fuselages. With the help of low emission techniques, the engines are more durable and promote efficient flying. In addition, it has involved artificial intelligence assistance with one pilot. AI helps the jet with landing and other flight operations.
Richard Kane, VeriJet’s chairman, and CEO is counting on “carbon shaming” and promotes go-green emission and fly efficiently.
Clay Lacy Aviation
Clay Lacy Aviation has earned a reputation among other prominent private aviation users for its Waterbury-Oxford (KOXC) operations and maintenance facility. It has actively provided jet charter and looks after maintenance, aircraft management, repair, and renovation capabilities.
“We have offered solutions for clients by providing the first charter to professional aircraft management. From heavy maintenance inspections and cabin upgrades. We offer all at the best value.”
-Clay Lacy Aviation
With this, Clay Lacy experienced an 80% growth over the first 18 months. The growth was recorded by word of mouth spread rapidly across the region based on the East Coast at airports from New Hampshire to Florida.
Apart from this, a data-driven approach to private jet manufacturers and management constantly compares clients’ operating parameters. The process thus ensures that the asset is well-maintained and operates efficiently.
The Demand for Private Aviation is Still Rising
Experts say that the private aviation sector saw an uptick in 2021. In addition, the private aircraft firms witnessed a gradual rise in business from August 2021.
The aviation industry has been tested for a long time when it comes to adapting to diverse requirements. But, in the end, the industry has smartly evolved through challenges over technology and innovation. And the numbers should only proceed to grow now as global businesses recover their positions in late 2021.
“While the business aviation industry continues to experience a thriving market, the longer-term picture will clear step-by-step. Well-known issues such as the pilot shortage, collapse in values of used jets, lack of OEM innovation, rising operational costs have been recognized well, and the industry will cope soon. As a result, the overall environment is prepared for bringing in innovation from every aspect.”
-Peter Maestrales, CEO, Airstream Jets
Frequently Asked Questions
What is the valuation of the private aviation market?
The private jet aircraft’s market size was $24.4 billion globally in 2019. But during the pandemic, the valuation diminished by $20.1 billion. According to recent calculations, for the first quarter of 2021, the private aviation sector grew to a share of $23.6 billion.
What countries have the most private jet operations?
The United States occupies first place in private jet operations. But then, Europe is counted for having a big part of private jet operations.
Why is the private aviation sector becoming more popular?
Private flying has gained popularity because it has fared better than commercial operators. In addition, it has offered convenience, safety, time-saving, flexibility, and costs.
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Business Aviation
Article | January 28, 2022
The aviation industry has allowed people to connect the world in unimaginable ways. Due to this, it has contributed massively to social and economic development globally.
However, the aviation sector produces nearly 1.8% of annual carbon emissions. It is almost half of the total growth in carbon dioxide emissions in the last twenty years due to the expansion of flights, increasing routes, and airline sizes.
In the loop, the commercial aviation sector has also been affected by climate change. The change is due to increased noise levels, air pollution, and waste production.
According to the International Energy Agency (IEA), the industry recorded 2.8% of global CO2 emissions in 2019. But now, the industry has pledged to be carbon neutral by 2050 through a focus on a critical low-carbon strategy, says IATA. By looking at this futuristic development, airline businesses are becoming more and more optimistic.
The Action Plan
The aviation industry has taken steps to reduce rising carbon emissions. The industry had framed targets that included carbon-neutral growth before the pandemic. But the pandemic compelled the industry to make some critical decisions. One of them is to fasten the action plan for low-carbon development.
McKinsey recently studied the industry’s emissions. According to the report, the industry's aviation emissions would be reduced by 18 to 35 percent by 2030. However, as the aviation industry’s growth is recorded from Asia, including India, China, and Southeast Asia, decarbonization can only work if airlines from these nations actively participate in the development.
“For aviation, zero-carbon is a bold, audacious commitment. But it is also necessary.”
-IATA Director General Willie Walsh
Airlines and other businesses are under pressure to make rapid progress towards lower emissions. It is because breakthrough technology like hydrogen-powered planes has started manufacturing.
For example, British Airways, Delta Air Lines, Inc., and United Airlines Holding Inc. have already made net-zero commitments by introducing hydrogen-powered planes. Similarly, JetBlue Airways Corp has set a target of 2040 to introduce low-carbon planes in no time.
So, by looking at above comitments, how will aviation progress in terms of low-carbon development? What are those fundamental ways that’ll guide the industry to see a sustainable future in real life?
4 Ways Aviation will Look Forward to Reducing Carbon Emissions
Green Fuel
Aviation considers green fuel as one of the quickest paths to low carbon development. Green fuel can be a game-changer in lessening carbon emission impacts. But, furthermore, it can lead to drastic climate change. Green fuel, also known as sustainable aviation fuel (SAF), is made from renewable sources such as plants or waste.
As per IATA, SAF can cut carbon emissions by nearly 80%.
But specific concerns like cost and availability are equally essential to think about. For example, the United States and other countries consider subsidies to decrease prices and increase supplies. They are practicing this due to limited availability. Also, some airlines are blending small amounts into the fuel they buy for their aircraft.
Other concerns, such as planes running properly on pure SAF, are also highlighted. In addition, flight engines based on petroleum fuel rely on their oily qualities to lubricate parts and function appropriately. So, it's unclear if green fuels offer that amount of strength in their engines to fly a flight.
Despite so many heated concerns (that are valid), the industry still looks good as Boeing (BA.N) studies the above issue. It has even committed to ensuring its planes are certified for 100% SAF by 2030.
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Lower Carbon Technologies
Technological improvements to lower carbon emissions include retrofitting existing aircraft, adopting the latest fuel-efficient aircraft, retiring old aircraft, and others.
Several ongoing electric or hybrid-electric aircraft technology projects are in the pipeline. They are being identified to enter the industry between 2022-2030. In contrast, some of them are already in service.
Developments in Infrastructure
The International Civil Aviation Organisation (ICAO) has created plans to reduce fuel burn and greenhouse gas emissions (GHGs). The plans have been forwarded to optimize communication, navigation, surveillance (CNS), and air transport management (ATM) regarding zero-carbon development.
Apart from this, airlines are also working to align emission cuts with investments. Consumption of fuel usually covers 20-30% of operational costs. It is one of the highest costs of an airline business. So now airlines are considering adopting fuel-efficient flying and airport operations.
Collaborations
Today, aviation needs more stakeholders for a sustainable future. They can only increase the efficiencies and development of SAF.
Stakeholders from technology providers, oil companies, and energy production could drive demand and help bridge the cost gap. For instance, airlines commit to buying SAF at a particular price or at a different price than traditional fuel jets. These factors could eliminate market risks for fuel suppliers.
Next, airlines can work with B2B customers willing to pay for the decarbonization initiative. For example, airlines could use loyalty-program rewards as incentives for every customer to choose airlines that use SAF. Collaborations like these can help the industry accelerate its low carbon emission initiatives.
These Top Airlines Commit to Using New Technologies
Aviation industry leaders aim for 30% of the aircraft to operate with the help of new technologies by 2030. They strongly support the introduction of hydrogen and electric-powered planes to the market in order to reduce the industry's carbon footprint.
So, let’s see the airlines and their commitment to creating a sustainable aviation future.
Air New Zealand
Air New Zealand’s initiatives such as True Target Zero accelerate the adoption of zero-emission aircraft worldwide. Air New Zealand is delighted to work with other industry leaders working towards net-zero goals.
“Air New Zealand pledges to put low carbon solutions in place for all our smaller domestic and regional flights in the future. However, we know that the drive to decarbonize the aviation industry is impossible for one airline to tackle alone. Rather it’s a joint venture, and it's all about joining hands together.”
-David Morgan, Chief Operational Integrity & Safety Officer, Air New Zealand
Mokulele Airlines and Southern Airways
Mokulele Airlines, the largest intra-state carrier in America, has already worked for many years as a maven to bring electrification to its air transportation system.
“We are satisfied to join the World Economic Forum in seeking a global public commitment to promoting sustainable air travel.”
-Stan Little, Chairman & CEO, Mokulele Airlines and Southern Airways
Braathens Regional Airlines
The airline has the ambition to make its flights fossil-free by 2030. The airline has included electric planes, and with its partnership with True Zero Aviation, it is taking steps to accelerate towards actual low carbon emissions.
Can Aviation Make a Difference in the New Path of Development?
There are a lot of positive aviation stories from all over the globe. However, aviation also has some barriers to the new path of low-carbon development. Nevertheless, aviation can undoubtedly make a difference by introducing technologies, implementing result-driven strategies, implementing the right tools, and many more.
But from the customers' perspective, choosing to fly less can be another good reason to reduce an individual’s carbon pollution. The reduction can be up to 50% each year. So even avoiding long-distance flight travel could make a significant difference to aviation.
Business travelers could adopt or choose to use virtual meeting technology. These could be other crucial factors limiting the carbon footprint in the atmosphere.
Whatever you choose to opt for, it is high time to contribute to a more sustainable aviation sector for the future.
Frequently Asked Questions
How can airlines reduce their carbon footprint?
Airlines can introduce more efficient aircraft. Efficiency in technological aspects, reduce flight delays, and increase the use of sustainable lower-carbon or alternative fuels. Also, investment plays a vital role here. They can invest in emissions initiatives and promote low-carbon travel.
How can an airline achieve its carbon-neutral goals?
An airline can explore hybrid and electric aircraft technology to reach carbon-neutral goals, reduce carbon emissions using SAF, and embrace fewer flight routes (distance).
Do aircraft harm the atmosphere?
Aircraft create very polluting elements and are highly challenging means of transport. Indeed, air traffic represents less than 2%-3% of the global CO2 emissions, yet it transmits direct CO2 emissions than cars on roads.
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Business Aviation
Article | May 12, 2021
Each year airlines begin new sustainability initiatives, experiment with biofuels, and offset their carbon emissions on selected flights; yet, sustainability should not only be a topic of discussion when an aircraft is in the air but also when it’s on the ground.
In just one year, a Boeing 777, 787, Airbus A330, and A350, burn an extra 265,000 litres of fuel due to the 1% increase in drag. As a result, a full year’s operations of such an aircraft costs US$77,600 more than during the previous year. A dirty aircraft exterior is full of microscopic patches of dust and mud that impact the airliner’s operational efficiency by creating turbulent airflow across the whole fuselage. While the problem of additional drag is not new, there are no solutions to combat it other than performing regular cleaning of the aircraft’s exterior.
Reducing drag – through cleaning – on aircraft fuselage, wings, engine cowlings, and stabilizer brings another challenge; how to remain sustainable while performing the exterior cleaning process? A popular, yet wasteful pressurized water cleaning technique requires more than 11,300 litres of water to clean one Airbus A380 aircraft and more than 9,500 litres to clean a Boeing 777. Traditionally, aircraft are cleaned four to five times per year, and with more than 48 thousand airframes in the world, the amount of water used each year is immense. As a result, the positives of clean fuselages are outweighed by the negatives of wasteful usage of expensive and environmentally important resources.
This raises a question: whether it is possible to be eco-friendly in the aviation industry when one solution brings even more challenges than benefits? While the answer may look complicated, the definite answer is yes. The use of robots in household applications has proven that robotification is an inevitable and much-needed process to achieve even more efficient operational performance.
One of the solutions to address the inefficient and time-consuming process of washing an aircraft fuselage is to employ an aircraft exterior cleaning robot. The market offerings like Nordic Dino, have been perfected and adapted to work with a wide range of aircraft fuselage types. Such robots are designed to minimize the use of water and detergent on every wash; saving more than 30% more water when compared to traditional washing methods. At the same time, built with sustainability in mind, the robots can be equipped with electric motors, further minimizing the environmental impact.
“Sustainability and eco-friendliness should not be viewed as challenges or impossible achievements in the aviation industry. By utilizing the right equipment, finding alternatives to polluting methods, and increasing efficiency at every step possible, companies could come one step closer to operational efficiency as well as sustainability targets. Our offering, Nordic Dino can reduce the use of water and detergent and can be powered by electricity, reducing carbon and nitrogen dioxide emissions. By the robotification of the cleaning process we present a solution to MROs and dedicated aircraft cleaning companies to become green.” – commented Jan Brunstedt, CEO of Aviator Robotics AB.
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