FlightView From the Sky blog

Top 3 Tips for Summer Travel

Posted by Mike Benjamin on May 15, 2013 @ 11:37 AM

summer travel tips

Increases in thunderstorms, travelers and ticket prices mark the beginning of the summer travel season, which is only a few weeks away. Airlines for America is predicting packed flights for the July to August stretch due to a record number of people traveling internationally and a brighter economic outlook. Add in unpredictable and sometimes dangerous summer storms, and you’ve got a recipe for stressful travel. While there’s not much we can do about the ticket prices, we have a few tips to help you have a better travel experience this summer.

Summer Travel Tip #1

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Topics: cancelled, leisure travel, airlines, tracking, airport, weather, self-service, technology, delay, travel planning, app, travel, tips

In-Flight Wi-Fi, When and How Do You Buy?

Posted by Amanda Rogers on May 14, 2013 @ 11:47 AM

in flight wifi Do you Wi-Fi when you fly? On a flight from D.C. to Boston last weekend with our antsy toddler, I seriously considered coughing up the cash for in-flight internet service even though we’d only be in the air a short time. But the weird thing is, it didn’t cross my mind to purchase Wi-Fi until the flight attendant made the announcement that it was available. It seems I was on the same page as many of our respondents in a recent FlightView traveler survey where 71% of travelers hadn’t purchased add-on services like Wi-Fi via an airline’s mobile website or app, but almost 60% would consider it if a notification was pushed to their device before boarding.

In-flight wi-fi options

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Topics: airlines, ancillary, mobile, wifi, technology, app

The Importance of Good Flight Status Info for Codeshare Flights

Posted by Mike Benjamin on May 03, 2013 @ 11:48 AM

codeshare flight status
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Topics: booking, airlines, tracking, self-service, customer service, marketing, mobile, flight, app, codesharing

The Purchasing Habits of Today's Mobile Traveler - Infographic

Posted by Katherine Wellman on Apr 29, 2013 @ 11:54 AM

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Topics: business travel, booking, leisure travel, airlines, experience, self-service, customer service, ancillary, mobile, technology, travel planning, app

When Airport Self-Service Goes Wrong

Posted by Mike Benjamin on Apr 24, 2013 @ 12:19 PM

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Topics: business travel, airlines, experience, airport, self-service, customer service, boarding, mobile, flight, technology, delay, app

Airline Apps – Room for Improvement?

Posted by Amanda Rogers on Apr 22, 2013 @ 12:46 PM

airline app

When you travel, do you download the airline’s own app, or do you use a variety of different websites and flight tracking apps to get the information you need, like flight information or airport maps? Airline apps do offer some benefits, especially in the pre-boarding stage of a trip like check-in reminders via push notifications, the ability to choose or change your seat, monitoring of stand-by status and flight delay or cancellation notifications. So if airline apps have the ability to provide all this information, why do 25% of the 3,000 travelers who responded to a recent FlightView survey “never” use the airline’s app, and 45% only “sometimes”?

An important aspect when traveling is speed, and one advantage for the airline apps is faster check-in via their apps versus their mobile websites since the apps can save your profile information. But speed can also be a strike against them, since 48% of the travelers FlightView surveyed complained about the poor usability of some airline apps, namely, not being able to find what they’re looking for quickly. Other areas of dissatisfaction were data inaccuracies (an issue for 29% of those surveyed) and lack of desired functionality (an issue for 23% of those surveyed).

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Topics: airlines, tracking, experience, self-service, brand, marketing, mobile, technology, app

Airline Amenities: To Bundle or not to Bundle?

Posted by Scott Kahan on Apr 22, 2013 @ 12:24 PM

airline amenities

When booking a flight there are a number of factors to consider – convenience, price, on-time statistics, loyalty programs, layovers, distance traveled, and total time traveling.  Not only do all of these factors play a part in our decisions, but each one of us weighs each of these options differently and may even weigh them differently on a trip by trip basis.  I know I have been guilty of deciding that a layover in Texas around lunchtime (BBQ!) is superior to a layover in Salt Lake City at 10am and lunch on the plane (protein bar or one of those pre-packaged lunch boxes) even if the former gets me home a bit later.

In the past few years as airlines have added amenities and unbundled their products, they have created a new class of factors for travelers to consider.  Recently FlightView surveyed over 3,000 travelers about what amenities they would be will to pay a slightly higher price for a flight.  The top choice – free in-flight WiFi.  53% of the respondents claimed that they would pay more for a flight if they knew the flight had free in-flight WiFi.

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Topics: airlines, experience, ancillary, travel

Airline IT Trends Point to Mobile

Posted by Ev Jordan on Apr 08, 2013 @ 01:24 PM

airline IT trends mobile

While senior IT executives at the top 200 airlines worldwide were “cautiously optimistic” about IT investment in a 2012 SITA survey, this much is clear: economic uncertainty and unpredictable jet fuel prices aren’t dampening enthusiasm for upgrading passenger mobile services. In fact, it tops the lists of investments for the second consecutive year, with 60% of airlines planning major investments in mobile passenger services over the next three years. Here’s a look at where those IT dollars will go.

According to SITA’s 2012 Passenger Self-Service survey, 74% of travelers interviewed booked their travel online, but only 3% purchased tickets via mobile devices or social media. Airlines are looking to change that – 70% said that after 2015, mobile will be the second most important sales channel behind the Web. 90% of airlines plan to sell tickets via mobile and 83% will sell ancillary services via mobile. Passengers should be able to purchase ticket modifications and upgrades, preferred boarding access, choice seating, airline lounge access, in-flight amenities and pay baggage fees all via a mobile device by 2015.

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Topics: airlines, tracking, experience, self-service, customer service, ancillary, boarding, mobile, technology, app, check-in, SITA

A Shift in Airline Customer Service?

Posted by Mike Benjamin on Mar 25, 2013 @ 04:06 PM

prepare for takeoff

These days it’s all too easy to find stories of complaints against airlines with sites like twitter giving travelers a platform to air their complaints in real-time while reaching thousands, even millions, of eyes. The main metric airline employees are evaluated on is their ability to keep to the schedule – the phrase “time is money” rings true in an industry saddled by sunk costs and already operating on razor thin margins. Often, this drives decisions based on the bottom line rather than keeping customers happy, but airlines that are in the business of moving people are often faced with challenges of a more human nature.

The crew on a recent United Airlines flight chose the passenger over the schedule in a great display of customer service. A man flying from San Francisco to see his dying mother in Houston had to catch a connecting flight in Lubbock, Texas, with only a 40 minute buffer. When the first leg of his trip was delayed, he became frantic: the Lubbock to Houston flight was the last of the day – if he missed it, he might never see his mother alive again. The United crew in San Francisco urgently radioed the crew in Lubbock, who decided to delay the connecting flight. The man (and his luggage) made it to Houston on time that night, where he rushed to his mother’s hospital bedside. She died the next morning.

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Topics: airlines, experience, customer service, social media

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