Mercator Blog

The Airline Customer Experience: 5 Predictions for 2017

In the airline industry, customer service matters. Look at Southwest Airlines: their customer focus made it one of the world’s most popular airlines. The low-cost carrier, which regularly ranks among the top in airline customer experience, would never have become a household name without superior service.

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Topics: Aviation, Customer Experience

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Why Air Cargo Carriers Need to Watch Out for Amazon Prime Air

Air cargo carriers play a vital role in today’s cargo supply chain. Not only do they serve as intermediaries between ground carriers, they allow companies to offer premium shipping services, like express and overnight delivery. This is a powerful incentive for customers who might not have time to wait and a great boon for the air cargo industry.

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Topics: Aviation, Cargo

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Why Branded Fares Aren't Just About Upsell

Airlines that offer branded fares love to talk about upsell. “30% of passengers choose to purchase one of the upsell bundles!” (Hurrah) They conclude by “Branded fares are working”. This, however, is not the best way to look at branded fares, and is typically not the main reason airlines are increasingly offering such re-bundling of ancillary services.

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A Look Into the Air Cargo Facilities of the Future

This March, the 11th Annual World Cargo Symposium will take place in Abu Dhabi. With one of this year’s themes - Cargo Facility of the Future - the conference will cover some exciting topics, ranging from the future role of cargo facilities to how technologies like wearables and augmented reality can transform the industry.

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Topics: Aviation, Cargo

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How They See It: 4 Things Airline CMOs Are Saying About Marketing

Marketing in the airline industry is changing by the second. From social media to data analytics, it seems everything reinvents itself every few months. This puts Airline CMOs in the hot seat. They must adapt to these changes, while simultaneously capitalizing on new opportunities.

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Topics: Aviation, Customer Experience

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What Airbnb Trips Means for Airlines

Airbnb announced in November the launch of Airbnb Trips, the new platform that aims to provide users with a complete travel experience. Dinner reservations, outdoor activities, and of course, accommodations, users will be able to book almost everything for their vacation within Trips.

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Topics: Aviation

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