ITINERARY MANAGEMENT IN AIRLINE APPS 4Q19

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, including 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

All airline apps in 4Q19 include flight booking history. 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: 110 airlines | View Methodology

CHANGE/ CANCEL BOOKINGS

In 4Q19, all airline apps analyzed offer passengers the ability to cancel their flight bookings, as well as modify it through their Android apps – a significant milestone compared to the earlier analysis.

 

Base: 110 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 quarter-over-quarter from 91% in 3Q19 to 80% in 4Q19. 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: 110 airlines | View Methodology

MOBILE CHECK-IN

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 76% of airline apps analyzed in 4Q19 offered mobile check-in, down from 84% in 3Q19. Airline apps which do not offer native mobile check-in experience redirect fliers to their websites.

Base: 110 airlines | View Methodology


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