1st Edition

Re-platforming the Airline Business To Meet Travelers' Total Mobility Needs

By Nawal K. Taneja Copyright 2019
    274 Pages 29 B/W Illustrations
    by Routledge

    Airline business models continue to be shaped by powerful forces relating to customers, complexities and regulators. However, at the same time, there are emerging technologies that can help airlines cater to the needs of their changing customer bases and manage the complexities of the business.

    In his previous books, Nawal Taneja has deliberated on these forces and how the airline industry is poised for disruptive change that could come from within or outside of the industry. He also discussed the point that the airline planning systems and process in use are neither contemporary nor sufficiently integrated to meet the changing needs of customers who now are looking for outcomes, not products. In Re-platforming the Airline Business: To Meet Travelers' Total Mobility Needs, Taneja not only reiterates the need for transformation of the airline business but provides a map of the transformational process.

    This book proposes that different sectors of the aviation industry, particularly airlines and airports, should consider using not just a wide array of technologies (Artificial Intelligence, biometrics, blockchain, and the Internet of Things), but also specifically-designed customer-centric platforms to make informed decisions and to develop and implement transformative strategies to meet travelers’ total mobility needs. These technologies and platforms can enable airlines and airports to achieve scale and scope as well as agility and flexibility (through strategic partnerships) to offer intelligently aggregated travel-related services right now. Subsequently, they will enable various members in the travel chain to provide solutions to travelers’ global mobility requirements, effectively and with better experiences.

    Forewords

    Dick Benschop, Chief Executive Officer, Royal Schiphol Group

    Zhihang Chi, Vice President & General Manager, North America, Air China

    Kim Day, Chief Executive Officer, Denver International Airport

    Gaëtan Gagné, President and Chief Executive Officer, Québec City Jean Lesage International Airport

    Jeffrey Goh, Chief Executive Officer, Star Alliances

    Taimur Khan, General Manager, Vice President—Travel, Transportation, and Hospitality

    Ed Sims, President and Chief Executive Officer, WestJet Airlines

    Xiao Yinhong, Chief Executive Officer, TravelSky Technology Limited

    1. Introduction
    2. Book Theme

      The Case for Revolutionary Change

      Five Forces Management Must Face

      Emergence of Platform Solutions

      Opportunities for Airline management

      Chapter Outline

      Book Audience

      Notes

    3. Managing the Intersection and Convergence of Disruptive Forces
    4. Market Dynamics

      Customers

      Technologies

      Mobile

      Biometrics

      Blockchain

      Artificial Intelligence, Augmented and Virtual Reality

      Internet of Things

      New Forms of Transportation

      Complexities

      Regulators

      Technology-Enabled Transformational Strategies

      Notes

    5. Transforming and Bonding Airline Marketing and Operations
    6. Making Marketing Mainstream

      Looking back Ten Year

      Now

      Looking Forward Ten Years

      Focus on Retailing

      Leading Operations into the Digital Age

      Bonding Commercial and Operational Planning

      Prioritizing Employee Experience in the Digital Age

      Notes

    7. Designing Intelligent Engagement Platforms
    8. Re-Platforming the Airline Business

      New-Generation Intelligent Engagement Platforms

      An Intelligent Engagement Platform Framework

      Building Blocks

      Rethinking Design Thinking

      Related to the Platform

      Related to Internal Airline Products and Services

      Operational Considerations

      Notes

    9. Airports Creating Contemporary Value Propositions
    10. Major Challenges Facing Airport

      Demand-Capacity Gap

      Structural Changes within the Airline Business

      Customer Experience

      Environment

      Business Model Transformation

      Scenarios

      Secondary Airports

      Intermodal Transportation Hubs

      Notes

    11. A Platform Scenario: Dynamically-Integrated Scenario
    12. Developments of Challenges and Opportunities

      The Challenge

      The Opportunity

      Personalization

      Content

      Experience

      Support

      Notes

    13. Staying Ahead of the Transformation Wave
    14. Thought Leadership Pieces

      1. Value-Added Service/Solutions Partners for Airlines, Ben Boehm, Executive Vice President, Wencor Group
      2. Transforming of the Airline Business Model through Retailing and Data
      3. Kieron Branagan, Chief Executive Officer, OpenJaw Technologies

      4. Parallels Seen from the Insurance Industry
      5. Ian Czaja, Vice President, Office of Corporate Strategy, Nationwide Insurance

      6. A New Revolution in the Air Travel Industry, Chuck Evans, Vice President, Marketing, Communications, Business Development, Terrafugia, Inc.
      7. Hyper-Personalization Is The New Oil, Antonio Figueiredo, Senior Director, Industry Solution at Salesforce
      8. What is Blockchain, Maksim Izmaylov, Chief Executive Officer, Winding Tree
      9. The Air Cargo Business Models or Regaining Customer Relationship Dietmar Kirchner, Senior Policy Advisor, Frankfurt, Germany
      10. Re-Thinking the Airline Platform, Soumit Nandi, Managing Director—Customer Technology Platforms, United Airlines
      11. Flight Plan to Next generation Reliability: Tomorrow’s destination. Today, Bryan Terry, Managing Director and Global Aviation leader, Deloitte
      12. Future of Secondary Market Airports, Bernard Thiboutot, Vice President Marketing and Development, Québec City Jean Lesage International Airport

    Biography

    Nawal K. Taneja, whose experience in the aviation industry spans almost five decades, has worked for and advised major airlines and related businesses worldwide. His experience also includes the presidency of a small airline that provided schedule and charter service with jet aircraft and the presidency of a research organization that provided consulting services to the air transportation community throughout the world. On the government side, he has advised worldwide Departments of Civil Aviation, Finance, Economics, and Tourism in matters relating to the role of government-owned airlines and their management. Within the academic community, he has served on the faculties of the Massachusetts Institute of Technology (as an Associate Professor) and at Ohio State University (Professor and later as Chair of both the Department of Aviation and the Department of Aerospace Engineering).