Internet ONAIR: personalizing the passenger experience
Did you know that an impressive 69% of passengers actively use their personal devices when they fly?
Airlines are continuing to explore how they can improve their offer to passengers by personalizing the internet experience. What’s more, they recognize that interacting through passengers’ own devices could be the key.
We’ve spoken to Marianne Lespes, SITAONAIR’S Product Manager for Internet ONAIR, to discuss how SITAONAIR’s solution, developed with airlines, can help achieve the best level of passenger engagement.
What is Internet ONAIR?
Internet ONAIR provides seamless internet access to airline passengers by creating a personalized, interactive and enjoyable experience throughout their journey. Passengers can connect quickly and easily as they would with a standard public hotspot. Internet ONAIR has a fully customizable, interactive interface, so it can reflect your airline’s branding, and tailor the online experience for passengers.Internet ONAIR offers not only an attractive portal but a full service to enable the airline to offer the best passenger experience. Some of the key features SITAONAIR offer are:
- Dedicated customer care around the clock
- Detailed reporting and consulting to optimize the airline’s connectivity service
- The ability to set black and white lists of domains
- On-board security through secured HTTPS and end-point level of security
- Bandwidth prioritization to manage network resources
- Increasing customer satisfaction by offering a public Internet service in your aircraft, easily accessible from all passenger devices
- The ability to offer complimentary Wi-Fi access for a portion of the flight to build the passenger relationship.
“We want Internet ONAIR to be part of the global airline strategy for personalizing the passenger experience, wherever that passenger is sitting, and building passenger loyalty with airlines,” says Marianne.
Customer integrations are a great way for airlines to personalize the journey of any passenger demographic with which an airline wants to build engagement. The key to unlocking this potential is, of course, accessing each passenger’s individual identity. By using SITAONAIR’s Internet ONAIR product, airlines will soon be able to simply achieve this with just a passenger’s name and seat number.
Marianne says: “This spring, airlines using Internet ONAIR can enable passengers to log in using their name and flight seat number. This is very convenient for the passenger, because they’ll have what they need right with them, and don’t need to remember any extra credentials.
“With just this information, an airline can promote a tailored price plan for that customer, dependent on where they’re sat in the aircraft, such as business or first class. We are developing Internet ONAIR’s functionality to enable airlines to provide tailored content that will be of interest to the passenger. It could be linked to their destination, budget, or points of interest. Someone sitting in business class may not see the same pages as they would if they were sat in economy, for example, or if flying to Munich or LA.”
For example, an integration with airline frequent fliers program enables:
- First, the ability to log in with frequent flyer credentials, so a passenger can benefit from a tailored offer of internet bundles linked to his or her profile.
- Sharing of information through the platform, to potentially enable the airline to further personalize the passenger experience it offers. The information supplied by a frequent flier can be mutually advantageous to an airline and the flier. For example, an airline would know where and when a frequent flyer who regularly logs in has been flying, and their interests, e.g.
- Eastern European travel. The airline can then use this information to propose a specific offer to this passenger
- An airline could allow its frequent fliers to make transactions via air miles – saving the customer time in not having to input their credit card details
- Passenger categorized sponsoring to Airlines. For example, by creating package offers for specific passengers, such as free Wi-Fi sessions or tickets to tourist attractions, in exchange for that sponsor’s exposure to their passenger base.
But this doesn’t mean a passenger will be excluded from the enhanced passenger experience if they choose not to give personal details, adds Marianne.
“Internet ONAIR has the capability to allow airlines to provide a guest access to the passenger portal, which would require only an email address.”
If there is one word Marianne would use to define Internet ONAIR, it is “flexibility”.
She says: “We are currently working with airlines to integrate Internet ONAIR’s personalization capabilities with their passenger base. This interaction is so flexible – an airline can use Internet ONAIR to create any price plan they want for a particular customer, or passenger demographic. Airlines can really take ownership of this program and how it is defined – for example, by whether or not a passenger is a frequent flier, or sat in business class, or both. Whatever an airline’s passenger focus for investment, we can help them achieve it.”