ITINERARY MANAGEMENT IN AIRLINE APPS - 2Q19

This edition of videc’s App in the Sky examines various aspects that airlines feature in their Android apps to manage passenger itinerary. There is a rising preference among travelers to use smart phones over desktops to manage travel on-the-go. This is true not just for various services but also reviewing booking history, customer support and changes. While there are many standalone apps in the market that offer a more elaborate travel management product, having one’s airline app do that is preferable because of attractive loyalty programs and disinclination to have more than the necessary apps

FLIGHT BOOKING HISTORY

As one of the most-used services that come into play even before the traveler boards a flight, the ability to check-in natively via mobile apps is still surprisingly missing from a few apps. Up to 89% of airlines analyzed in 2Q19 offered this as compared with 92% in 1Q19. The airlines which do not offer native mobile check-in experience redirect fliers to their websites

Base: 65 airlines | View Methodology

CHANGE/ CANCEL BOOKINGS

More airlines offer passengers the ability to cancel their flight bookings, rather than modify it through their Android apps. This isn’t surprising given the complex nature of systems and fare rules the airlines have in place. In short, while self-service flight modification and cancellation experience has improved significantly, there is still much more left to be desired.

Base: 65 airlines | View Methodology

MOBILE BOARDING PASS SUPPORT

One would have thought that all airlines would get on the mobile boarding pass bandwagon without exception. But the statistic has actually fallen from 94% to 91% quarter-over-quarter. Whether the airline mobile app supports transactions or not, offering boarding passes is perhaps the most valuable asset an airline could offer its on-the-go, environment-friendly traveler.

Base: 65 airlines | View Methodology

MOBILE CHECK-IN

Nearly all airlines feature flight booking history in 2Q19 as against 92% in the last quarter. This key aspect of itinerary management not only lets travelers track their activities, but also becomes a base for airlines to overlay a variety of ancillaries to upsell, offer customer support, and integrate loyalty and partner benefits programs.

Base: 65 airlines | View Methodology


INFOGRAPHICS

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