To shrink friction in the global travel environment, American Express Global Business Travel (Amex GBT) announced the launch of a set of “ flight disruption management solutions”. American Express Global Business Travel (GBT) is the world’s leading B2B travel platform, providing software and services to manage travel, expenses, and meetings & events for companies of all sizes.

Disruption Management Solutions?

Amex GBT says that the disruption management solutions provided by them will aid on-road-travelers in quickly managing flight disruptions, and will also give travel managers insights into the impact of disruptions on their travel programs. To put it simply, ‘flight disruption’ is when a scheduled flight is canceled, or delayed for two hours or more, within 48 hours of the originally scheduled departure time. Flight delays not only irritate air passengers and disrupt their schedules but also cause a decrease in efficiency, an increase in capital costs, reallocation of flight crews and aircraft, and additional crew expenses.

How airline disruption management works

Airline disruption management involves providing customers with real-time updates on cancellations and delays in their flight schedule and enabling them to rebook or get a refund on their tickets during flight disruptions either on their own or by interacting with a customer support representative or chatbot. Mark McSpadden, Vice President of Product Strategy and User Experience at Amex GBT, said “As business travelers get back on the road, companies are putting more stock into the end-to-end travel experience. They want to reduce travel friction while giving employees more autonomy to plan, book and modify trips. We have prioritized developments that expand our unique proactive assistance services. Today, they deliver more actionable information and more convenient ways for travelers to stay connected to everything they need at every stage of their journey.”

Disruption Management – A boon for airlines

As helpful as it is for on-road travelers, flight disruption management can be a boon for airline companies. Due to the competitive nature of the airline sector, airlines must constantly reimagine the customer experience that they are serving. A large part of a great customer support experience is the effectiveness with which the companies are managing the disruptions. A number of complications may arise while handling a flight disruption, but it shall be in the airline’s best interest to prioritize their customers. Most customers expect prompt updates about delays or cancellations and failing to do this will result in bad reviews on the internet, considering how heavily mediated society is at the moment. 

A peek into Amex GBT’s disruption management

Amex GBT’s Proactive Traveler Care (PTC) can send suggestions to travelers for alternative flights in case of disruptions. Travelers can even connect with travel counselors via Whatsapp now, in addition to Amex Mobile App channels. 

PTC service constantly monitors travelers’ trips and contacts them as soon as a trip is delayed or canceled using an automated messaging system. The interaction can take place at the travelers’ convenience, in their preferred channel, with quick access to options across carriers. In the Amex GBT Mobile app, travelers can now share real-time trip changes with friends, partners, colleagues, and clients via their preferred channel.

Amex GBT’s cloud-based reporting tool will have a new dashboard called ‘Insights’ where travel managers can track the impact of disruptions on their customers and improve their services. This information includes the number of flights impacted, the percentage of travelers engaging with PTC, and the airlines most affected.

As flight disruptions are commonplace when it comes to traveling, disruption management can be a tool to maximize customer satisfaction, maintain comfortable transit, and minimize the friction caused.

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The airlines industry’s biggest enemy is back again. During the past 12 months, Brent crude price has jumped 54.22% to $76.86 a barrel, while jet fuel prices have risen more than 28%. During the same period, the rupee weakened 3.85% against the dollar.

This has prompted most airlines to raise flight ticket prices, cut non-fuel costs and boost non-aeronautical revenue to offset the impact of rising fuel costs and a weakening rupee. IndiGo (Interglobe Aviation Ltd) was the first to hike flight fares by levying a fuel surcharge of as much as ₹400 on domestic routes from 30 May to offset higher costs.

SpiceJet is also planning to diversify its activities beyond “pure aviation” to protect itself from the high risks associated with the aviation sector, and will soon announce forays into a dedicated freight business in cargo and courier logistics. This could be a first for an Indian airline.The airline also plans to develop digital aviation and travel products. They are both likely to be in collaboration with international partners.

“We believe that we must hedge ourselves from the risk of being in a pure aviation business and find businesses which are connected to aviation but which could be a little more insulated from the high cost of fuel,” said SpiceJet co-founder and CEO Ajay Singh in a statement, adding, “so we are looking at some new areas.”

Jet Airways is seeing worse. The reports of full-service carrier’s grounding in the next 60 days owing to severe resource crunch have stirred the aviation sector. The airline has refuted the reports but the speculations are flying thick and fast. Some reports also suggested that Jet has asked employees to take salary cut of between 5 and 25 per cent to slash operating expenses.

The problem with these airlines is no different from the rest of the industry. American Airlines CEO Doug Parker offered a warning to the flying public – fuel costs are skyrocketing and that extra cost will be passed onto the consumer with more expensive ticket prices. Fuel constitutes 35-50% of an airline’s total costs. Airlines in India also make payments in dollars for salaries of expatriates, for maintenance and overhaul, purchase of new aircraft and for buying jet fuel. However, with India being a price-sensitive market in the commercial aviation segment, airlines often struggle to pass on costs to customers.

According to the fifth annual Global Travel Forecast, published by GBTA and CWT with the support of the Carlson Family Foundation, Asia Pacific expects to see a 3.2% rise in 2019 pricing. Chinese demand remains high and by 2020 the country is expected to become the world’s biggest air travel market. In 2019 the country’s flights are seen going up 3.9%.

But China will not be alone. The vast majority of countries in the region will see price rises, especially in markets like New Zealand (7.5%) and India (7.3%). The latter is expected to be the world’s third largest aviation market by 2025, with airports operating beyond capacity. The only exception in this booming region is Japan. Prices there will likely drop 3.9% due to the country’s added capacity in preparation for the Olympic Games in 2020.

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Lufthansa Innovation Hub (LIH) and the SAP.iO Berlin Foundry have teamed up to launch the first ever Aviation Blockchain Challenge worldwide. Announced in a blog recently, the challenge seeks to explore potential opportunities and drive adoption of Blockchain technology in the airline industry.

According to the reveal announcement, application of blockchain technology in finance currently dwarfs what is obtainable in the Travel and Mobility Tech scene. In order to change this, the challenge aims to attract the most talented blockchain entrepreneurs from all over the world and give them an enabling environment to create ideas and experiment with new ways of doing things.

Leveraging Lufthansa’s sizable R&D ecosystem and industry experience alongside SAP’s extensive blockchain development experience and mentorship, the challenge will place the world’s most promising blockchain entrepreneurs in front of key decision makers and give their businesses great publicity.

Explaining why the challenge was created, Thorsten Dirks, Eurowings CEO and Lufthansa Group board member said, “Blockchain is one of the game-changing technologies of our time, which we are systematically addressing as part of our digital strategy for the Lufthansa Group. We look forward to discussing innovative solutions and initiating experiments together with our partner SAP at the Aviation Blockchain Challenge. By combining our aviation industry expertise with the Blockchain technology of a world market leader, we are creating the ideal worldwide framework for addressing Blockchain entrepreneurs with an affinity for travel and mobility.”

On his part, Deepak Krishnamurthy, Chief Strategy Officer & Executive Vice President of SAP praised the partnership, describing it as a key part of “a new innovation ecosystem that can potentially transform the entire travel industry.”

Challenge Categories

The Blockchain Aviation Challenge is divided into three categories namely the Airline Challenge, the Traveler Challenge and the Supplier Challenge. The Airline Challenge aims to promote solutions that eliminate errors and increase accuracy in airline operations, for example through enhanced ease of data-sharing across department and organisation lines.

The Traveler Challenge is for solutions that improve the passenger experience by making it more efficient and comfortable. It aims to identify ideas that provide added value for passengers and make the overall transit experience more enjoyable and less complicated.
The Supplier Challenge seeks to promote ideas that enhance transparency of supply chains and maintenance, which are central to the safe and reliable operations of airlines.Such ideas have the capacity to positively revolutionize parts of an airline’s maintenance and supply chain management.

Challenge Timeline and Prizes

The Blockchain Aviation Challenge kicks off with the ideas submission phase which ends on the 31st of August , 2018. The selection shortlist will be announced afterward, followed by mentoring and pitch preparation by SAP Blockchain specialists and LIH experts. The final pitch takes place at the Lufthansa Innovation Forum in front of senior management from Lufthansa Group and SAP.

According to the announcement, prizes for the selected entries include, a global stage for your idea, potential pilot project with Lufthansa Group, professional mentoring for all shortlisted teams, possibility to pitch in front of senior management, office space for up to three months in the Berlin ecosystem, and LIH and SAP take zero equity, among others.

Interested applicants can enter the aviation blockchain challenge here.

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Hotels, airlines, cruises and travel sites are under siege from crooks using using fake or stolen account details to try to access accounts. Hackers have been using stolen or leaked account details to attempt to log into accounts, using botnets to deliver attacks at industrial scale, according to a recent research by Akamai.

While the use of bots to abuse stolen credentials continues to be a major risk for Internet-driven businesses across the world, the hospitality industry experiences many more credential abuse attacks than other sectors, according to this report.

Akamai researchers analyzed nearly 112 billion bot requests and 3.9 billion malicious login attempts that targeted sites in this industry including airlines, cruise lines and hotels among others. Nearly 40 percent of the traffic seen across hotel and travel sites is classified as “impersonators of known browsers”, which is a known vector for fraud.

Geographic analysis of attack traffic origination reveals that Russia, China and Indonesia were major sources of credential abuse for the travel industry during the period covered by the report, directing about half of their credential abuse activity at hotels, cruise lines, airlines, and travel sites. Attack traffic origination against the hospitality and travel industry from China and Russia combined was three times the amount of attacks originating in the U.S.

Image source: Tecnoeducacion

“These countries have historically been large centers for cyberattacks, but the attractiveness of the hospitality industry appears to have made it a significant target for hackers to carry out bot-driven fraud,” said Martin McKeay, Senior Security Advocate, Akamai and senior editor of the State of the Internet / Security report.

While researchers can’t be sure why attackers in these regions of the world are so keen on attempting to breach accounts associated with the hospitality sector, but one likely explanation is that hotels and travel sites would be lucrative for organised crime gangs.

Hotels have everything from guest credit card data through to identity documentation that guests might be required under local laws to provide at check in. This is exactly the kind of personal and payment data that would be considered valuable to hackers. Not only are hotel websites full of personal information which can be used to commit fraud or even make purchases, a lot of them also offer users incentives and point-based reward systems which are open to abuse.

Earlier this year, another report by cybersecurity firm Distil Networks highlighted how malicious bots steal data and content and wreak havoc on websites, and airlines have the second-highest proportion of traffic from these bots. For airlines, bad bots accounted for 43.9% of all traffic on their websites in 2017. That puts the airline sector second to only gambling websites, which had 53.9% of their traffic from bots. And it’s more than twice as much as the average across all industries – 21.8% – and used to automate a variety of harmful actions such as web scraping, competitive data mining, personal and financial data harvesting and digital ad fraud.

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Our airports and skies are choked. From 131 million in 2016, the total passenger traffic at airports is forecast to reach 378 million by 2026. Around 25 of the 126 airports operated by the Airports Authority of India (AAI) have reached saturation point, which means India needs to expand its airport capacity dramatically over the next decade.

To deal with a projected 55% rise in passengers, the Indian government has planned to nearly triple its spend on upgrading airport infrastructure till 2022, compared with that of the previous four-year period, according to a report by Quartz, quoting a senior official of AAI. Between 2013 and 2017, the body has already spent Rs 6,300 crore in all on infrastructure, according to its annual report for financial year 2017. The government has been working hard towards collaborating with the private sector, and has also managed to deliver positive results in some places. After the four major airports of Delhi, Mumbai, Bengaluru and Hyderabad were transitioned to the PPP model, they have started gaining immense global recognition for their quality standards.

However, this transition has not been able to keep up pace with the growing passenger capacity, or take care of pressing issues that plague the sector. Nearly 422 air safety violations were detected in 2016, compared to 275 in 2015, highlighting the need to improve safety infrastructure. News headlines of airlines avoiding mid-air collisions have become all too common. Contentious matters such as Air India’s disinvestment and the rising trend of jet fuel prices, are having detrimental effects on the growth of the sector.

Image source: Reddiff.com

The shortage of infrastructural facilities and manpower in tier-II cities is also likely to affect the government’s ambitious UDAN scheme for better regional connectivity. As the runways in these cities are shorter, aircrafts will have to cut down in size, which also require specially trained pilots. A massive shortage of Indian commanders is already forcing airlines to recruit pilots from overseas at a higher cost. If the scenario continues, the possibility of meeting burgeoning demand seems bleak.

The government now needs to come up with innovative models to attract more private players, handing over the operations, maintenance and management responsibilities to them. The private sector is better equipped to deliver latest technologies and generate revenues from sources other than airfare, even while maintaining minimum operational standards. In tier-II and tier-III cities, a different strategy for airport management should be deployed to make the UDAN project viable. The issue of clearing pilot licenses quickly is another area that needs to be looked at in order to match up to the demand for more and more pilots.

A recent deal by the AAI seems to be signaling a step in the right direction, with the body inking a 15-year contract for INR 945 crore with Harris Corporation to address the safety and efficiency concerns that lack air navigational infrastructure in India. As part of the deal, Harris Corporation will serve as the prime contractor and systems integrator for the programme, which is to be implemented over a period of two years. The new system will also play a key role in deployment of remote towers for managing air traffic services at RCS (Regional Connectivity Scheme) airports. In the long run, implementation of Futuristic Telecommunications Infrastructure (FTI) network would result in enhanced air traffic safety, increase in airspace capacity by allowing the controllers to reduce the separation limits and accommodating the aircraft to more economical and environment-friendly flight levels, thus reducing the overall carbon footprint.

India’s exponential air traffic growth will keep creating demand for newer aircraft, air navigation technologies, airport security equipment and infrastructure. An overhaul of infrastructural management is the only answer to meet the demands of rapid aviation growth.

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From being held up on the phone for hours for customer support to making a beeline for social media handles to air grievances, the service industry has come a long way. The aviation industry, in particular, now comes under immense public scrutiny. This makes it vital for airlines to make social media the most important and the fastest way to connect with their customers – whether it’s receiving feedback about in-flight service, updating them on flight schedules and delays or generally keeping them abreast of latest developments in the company.

Some of the biggest airlines in the world have emerged to become top brands owing to their strong social media presence. From high-quality digital campaigns to quirky content strategies, they are all burning the midnight oil to make sure they deliver better than competition.

Here, we take a look at the social media strategies of top five airlines in the world.

Qatar Airways

The airline has a very strong presence on all social media platforms and usually links most of its campaigns to news and events, including politics, sports or even information about their own company.

For instance, Qatar Airways has recently launched a social media competition to celebrate the final draw for the group stage of the 2018 FIFA World Cup, which will take place on December 1 at the State Kremlin Palace in Moscow, Russia. While the competition may seem like any other, what Qatar Airways aims to do through this competition is basically announce the fact that they will start their new direct flights to St Petersburg, making it easier for football fans to choose the airline to participate in the historic sporting event.

The airline is quite active on Twitter, Instagram and Facebook, with upwards of a million followers. Their engagement on all platforms is fast and constant, and their swift response to queries and compliments very effectively upsells the brand. Their photographs are visually appealing and their content is crisp and to the point, at the same time effective in communicating the brand message.

Etihad Airways

Social media has been a very important part of the airline’s strategy in recent years. That is quite clear from the way their creative initiatives have played out across platforms. Their multiple campaigns have always garnered tremendous responses, especially their most popular #Reimagined campaign, to announce their new fleets and uniforms for the crew.

Etihad Airways also takes a very light-hearted approach towards their communication.

By adding a little element of fun in their conversations, they prove that they genuinely care about their patrons. Case in point, this video-

They regularly host competitions, have fun quizzes to interact with customers and generally have a good time on all their social media platforms.

Singapore Airlines

While the airline does have a good presence on Facebook and Instagram, they place their best bets on Twitter, which they use as an important tool for branding. Singapore Airlines has a tremendously well-maintained Twitter account with gorgeous photos of destinations, and heavy on branding. They never forget to remind everyone of their reputation for luxury and deliver well on social media posts depicting the same.

When it comes to interactions, they stick to being mostly safe, with general comments and responses to queries. However, by no means do they compromise on the swiftness of response.

Emirates

If there is one airline that has nailed Instagram, it has to be Emirates. With close to 3 million followers on this platform alone, the airline has managed to garner much attention towards the fact that it flies to almost every city in the world. Their pictures have different themes, branding in the form of pilots holding up cards in the destinations they fly to, and most importantly, pretty pictures of destinations.

Their digital campaigns have also managed to create quite a stir, and they fully understand the importance of influencers in selling a brand. In 2016, they roped in Hollywood superstar Jennifer Aniston to showcase the new A380. The humour in the ad resonated with audiences; it was viewed by millions and people praised the unique story that deviated from traditional airline advertising.

Cathay Pacific

Cathay Pacific’s approach to social media is extremely customer-centric. They make a lot of efforts at social listening. They try and avoid passing on cases, and usually deal with a customer query online, right there and then. They constantly tweet and retweet what their customers are saying about them, which goes on to show how much they care about how people perceive them.

While their Instagram followers aren’t as high as their competitors’, they still don’t lag behind on efforts. The account is full of good images, and more about people than the brand itself. Same is the case on Facebook where they usually promote discounts, offers and engage with followers through hashtags that ask them to share their holiday memories and experiences.

Which brand strategy do you like the best?

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The year might be coming to a close, but social media isn’t stopping the wheel of trends anytime soon. The latest trend trend sweeping photo-sharing site Instagram is the ‘best nine of 2017′. What happens is that in a few minutes, the site will create a collage of the top nine photos you’ve posted throughout the year. Additionally, it also tells you how many pictures you’ve posted on Instagram and the total amount of likes you’ve received this year.

Want to check the best nine of some of your favourite travel brands? Read on.

#1. MakeMyTrip
MakeMyTrip’s 2017 was dominated by the launch of its new TV campaign with its brand ambassadors Ranveer Singh and Alia Bhatt. The campaign was on across high-impact platforms, including TV, cinema, and the usual Facebook, YouTube and others to create engagement, along with impact. Moreover, with Ranveer and Alia at the helm, the quirky films managed to make quite a mark. The brand’s likes to post ratio stood at 2597 to 40 giving it an average like rate of 65.

#2. Lonely Planet India
Lonely Planet India, is and will always remain all about the various destinations of India. From sunset at the Golden Temple in Amritsar, to the famous Hawa Mahal of Jaipur, and from lush tea estates to ornate temples – the breathtaking images helped the brand garner close to 650K likes on 358 posts through the year averaging 1810 likes per post.

#3. Vistara

Air Vistara began its year with network expansion, announcing services to new cities and launching a new avatar with its brand ambassador Deepika Padukone, as evidenced by its top images on Instagram focusing on its aircraft and the actress. From announcing additional flights during the festive season, to taking a quirky dig at competitors on social media platforms, Vistara’s focus of the year was on its customers and providing them better services, both online and offline. Vistara grabbed 193k likes on 234 posts this year with an average of 824 likes per post.

#4. Condé Nast Traveller India
Much like its competitor Lonely Planet, Condé Nast Traveler was also about fabulous destinations. The brand managed to garner more than a million likes on 1,262 posts in 2017, signalling its growing popularity on social media at an average of 870 likes per post.

#5. National Geo Traveller India

NatGeo is one of the most famed travel brands, not just globally, but also in India, and it proved that this year with more than 2 million likes on just 545 photos on Instagram. The best part – some of its most popular pictures this year were user photographs featuring different gems of states across India. The brand’s average like per post ratio stands at an astounding count of 3945.

#6. ixigo

Amidst a heavy round of funding, travel search engine ixigo focused big on marketing this year. The brand unveiled a series of videos acquainting its audience with the different languages of India, placing the focus on booking a holiday for those destinations via its app. Apart from that, the company also kicked off its first ever integrated marketing campaign, in line with the brand essence of “know & go”, aimed to position ixigo as the ‘go to’ destination for travel information and planning. Read more about ixigo’s travel assistant, here. The company’s likes to post count stood at 7046 for 63 with an average of 111 likes per post.

#7. Jet Airways
The airline’s Instagram account, like Vistara’s, focused on its yellow crew and fleet of aircraft. However, Jet Airways did manage almost 480k likes, compared with Vistara’s 193k, on 200-300 photos for each account. This gives Jet Airways an average engagement ratio of 1845 likes.

#8. Incredible India

With 545k likes on 483 posts at an average per post like ratio of 1235 through 2017, the Indian government’s Incredible India account on Instagram was not far behind in promoting popular destinations of the country – whether it’s the Qutab Minar or the Taj Mahal.

#9. Kerala Tourism

The Kerala Tourism department has been aggressively promoting the state’s lush locales and scenic pastures on social media, right from Facebook and YouTube, to even Whatsapp, and now Instagram. with more than 731k likes on 529 posts, the tourism board sailed ahead of many popular travel brands on social media this year. Their average engagement ratio is 1382.

If one looks at the gross likes and per post engagement, Nat Geo Traveller India stands out with a cumulate count of 2150173 likes and per post engagement count of 3945 likes. However, most of the mentioned brands in this list have a high Instagram engagement ratio.

What’s not factored?

• Organic v/s Paid promotions on Instagram
• These calculations are done till 24th December 2017 – There may be some impact on these numbers till 31st December 2017.

To find out your best nine for the year, head to 2017bestnine.com on your phone and enter your Instagram user handle. Your profile must be public and not locked for the app to work.

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The International Air Transport Association (IATA) in its 2017 Global Passenger Survey (GPS) shows passengers expect technology to give them more personal control over their travel experience. Based on 10,675 responses from around the globe, the survey provided insight into what passengers want, which included automation of more airport processes, a single identity token for all travel processes using biometric identification, real-time information sent directly to personal devices and seamless border control.

Going digital-first
Passengers expect more digital travel processes, with 82% travellers wanting to be able to use a digital passport on their smartphones for as many travel activities as possible – from booking flights to passing through the airport. Biometric identification systems emerged victorious, too, as 64% favored it as their preferred travel token.

Taking control
Digital self-service options make passengers happy as they want to be able to do more of the airport processes themselves. Baggage was the top activity that passengers wanted more control over, with 68% of those surveyed wanting to self-tag their bags with electronic bag-tags. In addition to this, 48% of passengers wanted to self-drop their bag. (Here’s what passengers want from airports)

More information
Passengers expect to get up-to-date information on all aspects of their journey with minimum effort, through their preferred channel. The survey found that 85% of passengers want to be able to check the status of their flight, while 50% want to track their bag throughout the trip. They also expect more information to help then plan their passage through the airport, with 51% wanting to know wait times at security and border control. While SMS messaging remains the preferred option, the onset of digital is reversing this trend, with 28% preferring communication through smartphone apps as well.

Other pain points
Like all years, airport security and border control processes emerged as two of the biggest pain points of travel, with intrusiveness of having to remove personal items (60%), inconvenience of having to unpack electronic devices in carry-on bags (52%) and the variation in security screening procedures at different airports (47%) taking to spots.

Commenting on the results of the survey, Pierre Charbonneau, IATA’s Director Passenger and Facilitation, said, “Passengers have never been as empowered as they are today. Smartphone- and tablet-toting, passengers want to use these mobile devices to control their travel experience. They expect easy access to the information they want, exactly when they need it in the travel process. Airlines and airports that make the most use of technological innovations will be giving a better travel experience to their customers.”

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US President Donald Trump’s immigration order has sowed chaos and outrage across the country. The tech industry has taken a stance against the executive order with the likes of Uber and Airbnb opposing the move in different ways. The lack of clarity with the specific details also mean that there is widespread confusion and a large number of travellers are dealing with badly defined procedures. The airlines aren’t unaffected either as they rush to comply in different ways after being caught unprepared.

The carriers all over were informed few hours before to flag the travellers from seven affected countries and stop them from boarding the flights to United States. Airlines have to serve as the first check and failing to comply would put them in charge of flying back the passenger. To top that up, they are at the receiving end of the backlash from passengers at the origin airport in complying with the orders.

International Air Transport Assoiation (IATA) informed carriers in an email that the rules could extend to flight crews and to comply, Emirates, which flies to multiple US cities, changed pilot and flight attendant rosters on flights to the United States.

There was also lack of clarity on whether dual citizen could travel to US on their non-banned passport. IATA notified that the ban doesn’t apply to dual nationals holding a second passport while The Guardian reported otherwise quoting state department officials. Such situations are leaving airlines going back and forth between various government agencies.

As airlines are often the first affected by global situations, industry stakeholders have expressed concerns that the ban could reduce travel demand. According to some, the increased confusion might translate into empty seats for the international carriers.

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