Enhance passenger experience with a virtual travel concierge

With all the hassles of lengthy queues, overcrowding, and inconsistent security procedures facing today's air traveller, what can airlines do to improve their customer's experience on departure day?

One solution is to offer passengers a virtual travel concierge, using the ubiquitous mobile phone to create a timely, relevant dialogue with people when they travel.

A successful concierge service recognises that different passengers have different wants and needs, depending on their profile (e.g. gender, reason for travel, destination, etc) and context (e.g. are they on-time, late, or early), and adapts the passenger dialogue accordingly.

For example:

- a business traveller may require a dialogue focused around time management, providing flight updates and personalised itinerary reminders, and offering privilege services like valet parking, security fast-track, and hospitality lounge access.

- a family traveller may be more interested in reassurance and entertainment services throughout their entire journey, with mobile quizzes and treasure hunts to entertain the children at the airport, supported by weather forecasts and suggestions for days out while they are away.

No single organisation will be able to provide all of the elements required to deliver these enhanced passenger experiences ... but, the virtual concierge is the hub that ties everything together, centralising and controlling the dialogue with each passenger, determining when to communicate and what to communicate ... enabling the airline to create consistent, meaningful dialogues with their passengers, that avoid over-communication, keep passengers informed, and deliver enhanced ancillary revenues.