Looking about three years ahead, the transport industry has identified the potential of the Internet of Things to increase business intelligence and the customer experience. The connection of objects, passengers and their staff offers many opportunities for a major increase in the customer service.
A current survey has disclosed that a vast majority of airlines is already focusing on the Internet of Things (IoT) to improve the passenger experience by delivering clear benefits within the next years. Expected benefits like described in the following are not only derived from connecting objects like planes and baggage, but also the staff and the customers themselves as more than 80 percent are carrying smartphones and tablets and thus are part of IoT as well.
A first example of IoT within the aircraft industry is the use of beacons for baggage, which allows the companies to match location and other information to improve their service and offer fast solutions if a suitcase is missing. At the same time, supporting the customer directly with this new technology helps to raise acceptance and encourages customers to acknowledge the investment that the companies are making in new technologies.
According to the SITA 2015 Airline IT Trends Survey, the number of airlines using these services will increase from 9 percent to 44 percent by 2018.
A second use-case for IoT is personalized location services that support the customers with their travel planning, for example, to help passengers board on time with notifications based on their location. Such services will also increase noticeably by more than 35 percent up to almost 100 percent within the next three years.
The implementation of the Internet of Things within the air transportation services eases a lot of problems and makes travelling for passengers even more convenient and fast. At the same time, airlines can collect a lot of data to improve their services and business models.
This is why these companies are starting big investment programs to drive the development.
Leave a comment: Do you agree with the idea of connecting all objects with the staff and passengers of airlines? What could other application cases look like?
Please note that this article expresses the opinions of the author and does not reflect the views of Move Forward.