"Airlines and airports are looking to the world's leading retailers as models to capture the greatest share of wallet, while improving convenience and satisfaction for their traveling customers."
Best practices include:
Cash management - While handling and managing cash can significantly impact wait times and operational costs, 2012 NCR research finds that a number of travelers still want to be able to use cash for purchases prior to boarding and while on board the plane. Like many retailers who are seeing an increase in prepaid debit card use, airlines and airports that offer self-service cash-to-card kiosks in the check-in lobby could improve the experience for those passengers who prefer to use cash, while retaining any revenue that the airline would have been leaving on the table.
Interactive wayfinding - Today's global travelers may forego shopping and dining because they cannot easily locate points of interest and fear getting lost or missing their flights. Some retailers are implementing digital signage and integrating with mobile to cut through the clutter and better assess shopper needs. Airlines and airports can adopt a similar strategy, making it easier for passengers to identify where they need to be and how to get there, as well as pointing out targeted areas of interest throughout the terminal.
Targeted offer delivery - Survey results further reveal that airports can drive greater retail activity by employing online, web and kiosk-based technologies to target offers and cut wait times. When asked which services would encourage them to shop more in airports, respondents in all countries most frequently cited retail or food discount coupons delivered to their mobile or paper boarding pass.
Re-accommodation - Retailers that make it as simple as possible for customers to return or exchange an item are likely to have more loyal customers. Passengers want that same control over their flying experience. However many feel helpless when they need to 'exchange' a cancelled or delayed flight. Like retailers, airlines and airports can give travelers greater control over managing flight disruptions by employing self-service solutions that enable passengers to search and book alternative flights themselves.
Visit NCR at World Passenger Symposium, booth 15, from October 16-18 to learn more about how travel providers are employing self-service best practices from the world's leading retailers, banks, hospitality companies and more to transform the traveler experience.