Social networks and messaging are the biggest mobile communication - and increasingly commerce - categories. Several airlines have vibrant social media presence but less than one in two have integrated social channels to offer real-time customer support within their mobile apps.
For airlines to engage passengers and maintain loyalty. it is more critical now than ever to seamlessly embed social streams and support within their apps.
Customer Support
LCCs
Calls
55%
Emails / Forms
55%
Social Network Plugin
20%
Live Chat / Third-party Chat Apps
Live Chat: 15%
Chat Apps: 5%
Tradtional Carriers
Calls
80%
Emails / Forms
39%
Social Network Plugin
46%
Live Chat / Third-party Chat Apps
Live Chat: 4%
Chat Apps: 7%
Travel Management
70%
70%
Support Mobile Notifications
83%
Offer In-app Flight Status
91%
Allow Mobile Check-In
55%
Issue Mobile Boarding Pass
27% appps support flight changes.
Only 17% include mobile app cancellations
videc analyzed 66 airline Android-based apps between February-April 2018. with the aim of identifying and assessing various products, services, travel management tools integrated within the airline apps. Airline apps were evaluated on a total of 56 unique aspects/components across various stages of app launch. flight search. booking, travel management, loyalty/customer login, products sold, payment methods, etc. Icons ust,nde the Creative Commons license from The Noun Pro,ect
Social networks and messaging are the biggest mobile communication - and increasingly commerce - categories. Several airlines have vibrant social media presence but less than one in two have integrated social channels to offer real-time customer support within their mobile apps.
For airlines to engage passengers and maintain loyalty. it is more critical now than ever to seamlessly embed social streams and support within their apps.
Customer Support
LCCs
Calls
55%
Emails / Forms
55%
Social Network Plugin
20%
Live Chat / Third-party Chat Apps
Live Chat: 15%
Chat Apps: 5%
Tradtional Carriers
Calls
80%
Emails / Forms
39%
Social Network Plugin
46%
Live Chat / Third-party Chat Apps
Live Chat: 4%
Chat Apps: 7%
Travel Management
70%
70%
Support Mobile Notifications
83%
Offer In-app Flight Status
91%
Allow Mobile Check-In
55%
Issue Mobile Boarding Pass
27% appps support flight changes.
Only 17% include mobile app cancellations
videc analyzed 66 airline Android-based apps between February-April 2018. with the aim of identifying and assessing various products, services, travel management tools integrated within the airline apps. Airline apps were evaluated on a total of 56 unique aspects/components across various stages of app launch. flight search. booking, travel management, loyalty/customer login, products sold, payment methods, etc. Icons ust,nde the Creative Commons license from The Noun Pro,ect
