Onboard Hospitality - - In Conversation -

For­mer gate­group ex­ec­u­tive Anne De Hauw launched IN Air Travel Ex­pe­ri­ence at WTCE and is look­ing to shake up the pas­sen­ger jour­ney

Un­til now, there has been a gap in the mar­ket for a neu­tral, in­de­pen­dent com­pany that analy­ses the pas­sen­ger jour­ney and iden­ti­fies and im­proves the touch points.

At IN Air Travel Ex­pe­ri­ence we look at the full travel ex­pe­ri­ence, from book­ing to ar­rival. As spe­cial­ists in air travel we can de­sign end-to-end travel ex­pe­ri­ences which boost cus­tomer sat­is­fac­tion, in­crease loy­alty and gen­er­ate sav­ings.

How do we do it? By re­ally lis­ten­ing to what pas­sen­gers and air­lines want. But we of­fer more than ideation and con­sult­ing – we want to be an ac­cel­er­a­tor of change for air­lines and an in­cu­ba­tor for start-ups.

Trust & trans­parency

We take a soft ap­proach but we want to get our hands dirty! We re­search, an­a­lyse, in­ter­view and ex­pe­ri­ence the jour­ney be­fore com­ing up with a so­lu­tion which em­braces the cus­tomer, the air­line's strat­egy, data an­a­lyt­ics and tech­nol­ogy.

We con­sult the crew as well as the ex­ec­u­tives. They are the touch point be­tween the pas­sen­ger and the air­line so they must be en­gaged in or­der to im­prove the over­all jour­ney. We are aim­ing for a cul­tural change in the or­gan­i­sa­tions who re­cruit us and peo­ple have to be­lieve in it for it to work.

One way we achieve change is through in­no­va­tion work­shops which we or­gan­ise, man­age and mod­er­ate for air­lines.

Air­lines of­ten have peo­ple work­ing in si­los and as a con­se­quence have dif­fer­ent providers for dif­fer­ent prod­ucts which they have to bring to­gether in a co­he­sive pas­sen­ger ex­pe­ri­ence – we can do that.

IN Air Travel Ex­pe­ri­ence is build­ing a net­work of dis­rup­tive, spe­cialised start-ups which we can match-make with air­lines. Their com­bined and niche ex­per­tise can trans­form the pas­sen­ger jour­ney.

Think­ing dif­fer­ently

To­gether, we will de­sign and im­ple­ment an end-to-end ex­pe­ri­ence us­ing our ex­per­tise in food con­cepts, brands, sus­tain­abil­ity, com­fort, tech­nol­ogy, in­flight en­ter­tain­ment and loy­alty pro­grammes. We share our know-how!

Not only can we save air­lines money, through re­duc­ing costs and weight, we can save them time and save the planet.

I love this in­dus­try, I love to travel and I'm pas­sion­ate about peo­ple. With trust and trans­parency, team work and think­ing dif­fer­ently we can make big changes to the pas­sen­ger jour­ney and have fun!

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