FLIGHT ITINERARY MANGEMENT
ON AIRLINE APPS
STATE-OWNED VS. PRIVATE CARRIERS 1Q19
Mobile apps often trump desktop websites in terms of accessibility. Keeping the digital evolution and the quest for self-service in mind, itinerary management is a crucial consumer experience that airlines strive to offer. For most part, airlines’ itinerary management flow and experience on mobile apps mirror those on their websites. This edition of videc’s App in the Sky examines government and privately-held airlines’ progress in including various post-booking services on their Android apps.
Mobile Check-in
Mobile check-in has become a de-facto feature in several airline mobile apps. Nearly all airlines across both categories support mobile check-in. Few airline apps redirect users from their apps to mobile websites, and are excluded from the analysis.
94%
Private Airlines
88%
Government Operated Airlines
Airlines Apps that do not offer mobile check-in
Booking Modification and Cancellation
In general, more percentage of airlines across categories offer travelers the ability to modify their flight bookings than canceling it from their Android apps. While self-service flight modification and cancellation experience has improved significantly, there is still much more left to be desired. Given the complex nature of systems airlines use, the challenges associated with them still not translate into simple front-end experiences for travelers.
Modification
Cancellation
Private Airlines
96%
88%
Government Operated Airlines
94%
88%
Airlines Apps that do not offer booking modification and cancellation
Mobile Boarding Pass
Almost an equal share of airlines that offer mobile check in, support mobile boarding passes. Boarding passes are perhaps the most valuable asset an airline could offer its traveler in motion. In some cases, even though airlines may not support bookings on their apps, they at least support mobile boarding passes.
96%
Private Airlines
88%
Government Operated Airlines
Airlines apps that do not offer mobile boarding pass
Flight Booking History
Passenger trip history is an integral aspect of itinerary management. From a traveler perspective, it allows them to track their activities, whereas airlines get an opportunity to overlay a variety of ancillaries to upsell, offer customer support, integrate loyalty and partner benefits programs. Similar to other functionalities, nine out of 10 airline apps across both categories feature booking history within their apps.
96%
Private Airlines
88%
Government Operated Airlines
Airlines Apps that do not offer flight booking history
videc’s App in the Sky is an infographic series based on our analysis of 66 airline Android-based apps. videc conducted the research in March 2019 to identify and assess flight shopping and booking functionalities, ancillary products, services, travel management tools, etc. integrated within the airline Android apps. The airline apps were evaluated on 37 unique aspects/components across various stages of app launch, flight search, booking, travel management, loyalty/customer logins, products sold, payment methods and customer support. videc shall not be held responsible for any loss - tangible or intangible, due to the inclusion (or not) of the analysis in videc’s App in the Sky.
FLIGHT ITINERARY MANAGEMENT
ON AIRLINE APPS
STATE-OWNED VS.
PRIVATE CARRIERS 1q19
Mobile apps often trump desktop websites in terms of accessibility. Keeping the digital evolution and the quest for self-service in mind, itinerary management is a crucial consumer experience that airlines strive to offer. For most part, airlines’ itinerary management flow and experience on mobile apps mirror those on their websites. This edition of videc’s App in the Sky examines government and privately-held airlines’ progress in including various post-booking services on their Android apps.
Mobile Check-in
Mobile check-in has become a de-facto feature in several airline mobile apps. Nearly all airlines across both categories support mobile check-in. Few airline apps redirect users from their apps to mobile websites, and are excluded from the analysis.
94%
Private Airlines
88%
Government Operated Airlines
Airlines Apps that do not offer
mobile check-in
Booking Modification
and Cancellation
In general, more percentage of airlines across categories offer travelers the ability to modify their flight bookings than canceling it from their Android apps. While self-service flight modification and cancellation experience has improved significantly, there is still much more left to be desired. Given the complex nature of systems airlines use, the challenges associated with them still not translate into simple front-end experiences for travelers.
 
Modification
Cancellation
Private Airlines
96%
88%
Government Operated Airlines
94%
88%
Airlines apps that do not offer booking modification and cancellation
Mobile Boarding Pass
Almost an equal share of airlines that offer mobile check in, support mobile boarding passes. Boarding passes are perhaps the most valuable asset an airline could offer its traveler in motion. In some cases, even though airlines may not support bookings on their apps, they at least support mobile boarding passes.
96%
Private Airlines
88%
Government Operated Airlines
Airlines apps that do not offer mobile boarding pass
Flight Booking History
Passenger trip history is an integral aspect of itinerary management. From a traveler perspective, it allows them to track their activities, whereas airlines get an opportunity to overlay a variety of ancillaries to upsell, offer customer support, integrate loyalty and partner benefits programs. Similar to other functionalities, nine out of 10 airline apps across both categories feature booking history within their apps.
96%
Private Airlines
88%
Government Operated Airlines
Airlines Apps that do not offer flight booking history
videc’s App in the Sky is an infographic series based on our analysis of 66 airline Android-based apps. videc conducted the research in March 2019 to identify and assess flight shopping and booking functionalities, ancillary products, services, travel management tools, etc. integrated within the airline Android apps. The airline apps were evaluated on 37 unique aspects/components across various stages of app launch, flight search, booking, travel management, loyalty/customer logins, products sold, payment methods and customer support. videc shall not be held responsible for any loss - tangible or intangible, due to the inclusion (or not) of the analysis in videc’s App in the Sky.

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