Re-platforming the Airline Business To Meet Travelers' Total Mobility Needs

Airline business models continue to be shaped by powerful forces relating to customers, complexities and regulators. However, at the same time, there are emerging technologies that can help airlines cater to the needs of their changing customer bases and manage the complexities of the business. In his previous books, Nawal Taneja has deliberated on these forces and how the airline industry is poised for disruptive change that could come from within or outside of the industry. He also discussed the point that the airline planning systems and process in use are neither contemporary nor sufficiently integrated to meet the changing needs of customers who now are looking for outcomes, not products. In Re-platforming the Airline Business: To Meet Travelers' Total Mobility Needs, Taneja not only reiterates the need for transformation of the airline business but provides a map of the transformational process. This book proposes that different sectors of the aviation industry, particularly airlines and airports, should consider using not just a wide array of technologies (Artificial Intelligence, biometrics, blockchain, and the Internet of Things), but also specifically-designed customer-centric platforms to make informed decisions and to develop and implement transformative strategies to meet travelers’ total mobility needs. These technologies and platforms can enable airlines and airports to achieve scale and scope as well as agility and flexibility (through strategic partnerships) to offer intelligently aggregated travel-related services right now. Subsequently, they will enable various members in the travel chain to provide solutions to travelers’ global mobility requirements, effectively and with better experiences.

Forewords Dick Benschop, Chief Executive Officer, Royal Schiphol Group Zhihang Chi, Vice President & General Manager, North America, Air China Kim Day, Chief Executive Officer, Denver International Airport Gaëtan Gagné, President and Chief Executive Officer, Québec City Jean Lesage International Airport Jeffrey Goh, Chief Executive Officer, Star Alliances Taimur Khan, General Manager, Vice President—Travel, Transportation, and Hospitality Ed Sims, President and Chief Executive Officer, WestJet Airlines Xiao Yinhong, Chief Executive Officer, TravelSky Technology Limited Introduction Book Theme The Case for Revolutionary Change Five Forces Management Must Face Emergence of Platform Solutions Opportunities for Airline management Chapter Outline Book Audience Notes Managing the Intersection and Convergence of Disruptive Forces Market Dynamics Customers Technologies Mobile Biometrics Blockchain Artificial Intelligence, Augmented and Virtual Reality Internet of Things New Forms of Transportation Complexities Regulators Technology-Enabled Transformational Strategies Notes Transforming and Bonding Airline Marketing and Operations Making Marketing Mainstream Looking back Ten Year Now Looking Forward Ten Years Focus on Retailing Leading Operations into the Digital Age Bonding Commercial and Operational Planning Prioritizing Employee Experience in the Digital Age Notes Designing Intelligent Engagement Platforms Re-Platforming the Airline Business New-Generation Intelligent Engagement Platforms An Intelligent Engagement Platform Framework Building Blocks Rethinking Design Thinking Related to the Platform Related to Internal Airline Products and Services Operational Considerations Notes Airports Creating Contemporary Value Propositions Major Challenges Facing Airport Demand-Capacity Gap Structural Changes within the Airline Business Customer Experience Environment Business Model Transformation Scenarios Secondary Airports Intermodal Transportation Hubs Notes A Platform Scenario: Dynamically-Integrated Scenario Developments of Challenges and Opportunities The Challenge The Opportunity Personalization Content Experience Support Notes Staying Ahead of the Transformation Wave Thought Leadership Pieces Value-Added Service/Solutions Partners for Airlines, Ben Boehm, Executive Vice President, Wencor Group Transforming of the Airline Business Model through Retailing and Data Kieron Branagan, Chief Executive Officer, OpenJaw Technologies Parallels Seen from the Insurance Industry Ian Czaja, Vice President, Office of Corporate Strategy, Nationwide Insurance A New Revolution in the Air Travel Industry, Chuck Evans, Vice President, Marketing, Communications, Business Development, Terrafugia, Inc. Hyper-Personalization Is The New Oil, Antonio Figueiredo, Senior Director, Industry Solution at Salesforce What is Blockchain, Maksim Izmaylov, Chief Executive Officer, Winding Tree The Air Cargo Business Models or Regaining Customer Relationship Dietmar Kirchner, Senior Policy Advisor, Frankfurt, Germany Re-Thinking the Airline Platform, Soumit Nandi, Managing Director—Customer Technology Platforms, United Airlines Flight Plan to Next generation Reliability: Tomorrow’s destination. Today, Bryan Terry, Managing Director and Global Aviation leader, Deloitte Future of Secondary Market Airports, Bernard Thiboutot, Vice President Marketing and Development, Québec City Jean Lesage International Airport

Nawal K. Taneja, whose experience in the aviation industry spans almost five decades, has worked for and advised major airlines and related businesses worldwide. His experience also includes the presidency of a small airline that provided schedule and charter service with jet aircraft and the presidency of a research organization that provided consulting services to the air transportation community throughout the world. On the government side, he has advised worldwide Departments of Civil Aviation, Finance, Economics, and Tourism in matters relating to the role of government-owned airlines and their management. Within the academic community, he has served on the faculties of the Massachusetts Institute of Technology (as an Associate Professor) and at Ohio State University (Professor and later as Chair of both the Department of Aviation and the Department of Aerospace Engineering).