Service Design Consultancy For The Aviation Sector | Engine

Building a better passenger experience

As the aviation sector gets to grips with restarting operations and services, attention will turn to rebuilding passenger confidence to fly. This will require rethinking the passenger journey and how technology, frontline employees, products, and services play a role in re-invigorating air travel in a post-pandemic world.

Re-imagining the passenger experience

To avoid declining passenger numbers and remain relevant, Engine Service Design works with airlines, airports and other aviation businesses to re-imagine the passenger experience; fully understanding how evolving expectations will demand a change in how their services are delivered and, developing new online and offline products to satisfy new expectations.

Rising digital expectations

It is human nature to compare expectations set from one service experience to another. As a result, in an increasingly digital world, passengers have higher expectations for the integration of digital tools to support them throughout their travel experience. Passengers will expect their travel experience to be seamless, connected across channels and personalised to them.

Imagine what’s possible:

• Digital solutions that give passengers more control over their experience.
• Products and services that offer passengers greater flexibility.
• Operations teams with the tools and the means to do more with less.
• Data utilised beyond operations management to provide valuable insight on the passenger experience.
• Higher levels of customer service, transparency and communications across all touchpoints.
• Greater focus on services and wellbeing for more vulnerable passengers.