Time-travel for the Aviation Industry
The pandemic has altered the way we look at life. This article gives an industry overview of the aviation sector, as we adapt to the new norms of the post-COVID world.
The pandemic has had a significant impact across various industries, bringing our lives to a halt. As India steadily moves towards ending the lockdown phase, it is time to fly past the obstacles brought in by the novel coronavirus and look for opportunities instead. Undoubtedly, like every other business, the aviation industry has also been impacted. However, in response to the global pandemic that gave birth to extraordinary circumstances, airlines have showcased immense resilience in adapting towards the fast-evolving situation.
People will want to travel, meet their loved ones, and explore the world. And as we enter the second phase of the year, possible easing of travel restrictions plays a promising ray-of-hope. There is much apprehension amongst travellers to fly again and a constant need for reassurance, hence creating an ideal period for the industry to build conversations that not only engages with the customers but also makes them trust us again.
Travel is gradually and steadily being revived, and airlines are quickly adapting with major changes and initiatives both on the ground and on board – from logistics to management, all to ensure safe travel. Another influence that the pandemic has left us embracing is changing consumer trends – travel will not stop, but the way people will or want to travel will have new definitions.
That said, to cater to postCOVID travel, the aviation industry needs to be at the cusp of rapid change, and this article sets out major trends that will revolutionise the way one travels.
The new-norm for travel
Customer preference is evolving by the second. Therefore, monitoring consumer sentiments and acknowledging their needs becomes critical at every level. While safety has always been a priority for airlines, customers are also voicing for an assurance of the latest hygiene protocols to navigate the pandemic safely. Customer journey will mainly revolve on three aspects – safety, hygiene and seamlessness. Wearing of masks and sanitisers may prevail and be termed as “must-haves” for travelling.
Offers to make you want to fly again
Customer expectations will revolve around safety and hygiene, and as we aim to revive the travel space, attractive offers for travellers can be seen as one of the tools to win back their trust.
Airlines to undergo Digital Transformation
The pandemic has led the world to fast-forward into the future - reinvention is imperative and some new trends are on the rise, some of which have already seeped into the aviation industry to revolutionise the customer experience and cater to their changing needs.
Automation across sectors began a few years back but its full potential will only be put to optimal use today. Biometrics and artificial intelligence have been making constant rounds in the aviation industry for a while now for identity verification making physical fingerprint and hand scanners fade away. More touchless options such as iris and face recognition are set to take its place.
From the moment one enters the airport, check-in, boards the flight and goes through the security and baggage processes, the airport experience will have subtle yet noticeable changes. Contactless travel, passenger healthchecks and social-distancing will be pivotal.
Health passports could be the future of travel, which would eliminate the social-distancing norm to some extent. These health passports would confirm the status of the passenger’s health and be considered an essential document as that of your travel passport.
To monitor passenger health, thermal screening can be at multiple checkpoints and one can be seen wearing tracking devices such as a barcode wristband to ensure social distancing norms. Also, fully autonomous roaming mobile disinfectant robots will be a common sight at airports, as is the case in Hamad International Airport in Doha, Qatar, that has invested in and acquired disinfectant robots and advanced thermal screening helmets
In conclusion, the resilience and adaptability of the aviation industry has revolved around customers and their everevolving needs, and these will continue to play a vital role as we move towards a post-pandemic era, with technology and innovation continuously on the rise, in line with constantly reassuring the customer that their safety will always be the airline’s number one priority.
Karthik Viswanathan is Senior Manager, Indian sub-continent at Qatar Airways