26 February 2018
is rapidly changing the face of on-board retail. In fact, many airlines have
already brought in big changes to crew operations through the smart devices used
no longer the case that passengers are better equipped in terms of smart
devices. Crew members now have the tools that can enable them to sell smarter.
three ways that technology is having a major impact in on-board retail:
Paper is a thing of the
access to the latest smart devices and tablets means that crew members no have
to rely on paper manifests and lists to execute on-board operations.
only does this boost efficiency by removing time spent trawling through paper
records, it also enables crew to spend more time on personal face-to-face selling and customer service.
technology means that crew have access to the right information at the right
time. This allows crew members to carry out their individual roles more
effectively as the information they need as is always at hand.
can access all operational information, but most importantly they will also be
able to access in depth passenger information such as loyalty levels, onward
flight information and individual preferences.
Increased use of CRM
most airlines, capitalising on CRM is vital. Integration of such systems with
on-board retail will provide additional visibility of transactional information
such as ticket purchases, upgrades, F&B and duty free spend.
only will this allow crew to understand passenger behaviour such as their
tendency to buy, it will also help identify specific product interest. In
instances where product is out of stock, data can be captured and airlines can
ensure products are available for subsequent flights.