Low-Cost Carriers vs. Full Service Carriers
This edition of videc’s App in the Sky examines various features that airlines incorporate in their Android apps to enable passengers to manage their itinerary. Of the 70 global airlines reviewed in 3Q19, 22 were low-cost carriers (LCCs) and 48 were full-service carriers (FSCs). Offering itinerary management features has become a key element today due to the rising preference among travelers to use smartphones over desktops to manage travel on-the-go.
FLIGHT BOOKING HISTORY
All LCC and FSC apps analyzed in 3Q19 feature flight booking history option. 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 remarketing and partner benefits programs.
CHANGE/ CANCEL BOOKINGS
Once again, all 22 LCC and 48 FSC mobile apps offer users the ability to change or cancel their bookings through the apps.
MOBILE BOARDING PASS SUPPORT
One would have thought that all airlines would get on the mobile boarding pass bandwagon without exception. But the 3Q19 statistics reveal that 94% of LCC apps offer mobile boarding pass in their apps, while only 95% of FSCs support the same. Part of the reason could also be the corresponding airport’s infrastructure to support mobile boarding passes.
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 Android apps. Up to 91% of LCCs analyzed in 3Q19 offered mobile check-in to their app users as compared with 81% of FSCs. The airlines that do not offer native mobile check-in experience redirect users to their websites.