5 key takeaways from the World Aviation Festival: trends, insights and highlights
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Our first time at the festival, it was an exciting opportunity to explore the latest trends shaping the industry. Across keynotes, panel discussions, fireside chats, and presentations, we explored new ideas, technologies, and strategies with some of the aviation industry's most influential voices. Between the team, we attended dozens of sessions and met with several airlines to discuss how emerging trends and technologies could drive meaningful change.
Here are the key takeaways that stood out to us over the course of the three-day festival...
Personalisation was a major theme throughout the festival. Customers now expect tailored experiences across all stages of their journey, and airlines are responding by using data to deliver more relevant services. Airlines like KLM and Finnair emphasised that personalisation isn’t just for frequent flyers – every passenger’s preferences, from seat choices to ancillaries like baggage, can be used to improve the experience.
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This shift means airlines need to think beyond loyalty programmes. As Bernadette Berger from Alaska Airlines pointed out, customers are increasingly discovering new destinations outside of airline apps, leaving airlines with a gap in their engagement. Personalisation needs to meet passengers earlier, guiding them before they even begin their journey.
AI continues to drive both operational improvements and customer satisfaction. Alaska Airlines shared how they are leveraging AI to engage with passengers before they arrive at the airport, helping them explore future destinations. KLM’s use of AI to reduce food waste shows how airlines can benefit from technology behind the scenes, too.
Many sessions focused on how AI, when combined with the right data, can create more efficient operations and better customer experiences. For example, Finnair has made huge strides in self-service options, with 9 in 10 passengers opting to self-manage their travel plans. As Willie Walsh from IATA noted, AI’s role in managing pain points such as lost bags and irregular service is also transforming customer service.
Data accessibility was a key discussion point across several sessions. Airlines like Lufthansa and Finnair stressed the importance of using customer data to develop new features that address specific needs. However, the challenge isn’t just collecting data but making it usable and available to product teams.
Liliana Garcia from Viva Aerobus raised a critical question: Can airlines increase ancillary revenue without relying on personal data? The answer lies in leveraging contextual data models that focus on customer behaviour and preferences without compromising privacy. This balance between using data effectively and respecting privacy will be crucial as the industry moves forward.
The push towards self-service continues to grow, with many airlines focusing on creating frictionless, digital-first experiences. Alaska Airlines reported that 77% of passengers use their app on the day of travel, while Finnair’s 90% self-service rate highlights the growing demand for independence among passengers. Customers want control, whether through digital platforms or seamless check-ins, and airlines are adapting quickly.
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But digital transformation isn’t just about automating processes. As our own Steve Morland from Leighton highlighted on the digital product panel, it’s about removing pain points and delivering value. Airlines that focus on customer value and ease of use are finding that revenue growth naturally follows.
Sustainability emerged as a critical topic throughout the event, especially in light of the aviation industry's responsibility for 2-3% of global CO2 emissions. Airlines like KLM are pushing initiatives to reduce environmental impact, such as using AI to cut food waste.
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A key focus was on sustainable aviation fuel (SAF), which was highlighted as a promising way to reduce carbon emissions in the long-term. Several speakers stressed the need for greater investment and infrastructure to make SAF a viable, scalable solution for the industry, but it seems there is a long way to go.
There’s growing recognition that passengers expect airlines to be more environmentally conscious, and this is influencing both operational strategies and customer experience. The industry is looking for ways to integrate sustainability into every part of the business, from products offered on board to digital tools that enhance efficiency. This shift is being driven by both customer demand and the need to address broader environmental concerns.
The World Aviation Festival made one thing clear: the future of air travel is about creating smarter, more personalised experiences through AI, data, and digital transformation. Customers expect seamless journeys, and airlines are working hard to meet these demands while improving their operational efficiency and minimising environmental impact. As airlines continue to innovate, the balance between technology, data, and the human touch will be key to delivering the experiences passengers expect.
.png)
Our first time at the festival, it was an exciting opportunity to explore the latest trends shaping the industry. Across keynotes, panel discussions, fireside chats, and presentations, we explored new ideas, technologies, and strategies with some of the aviation industry's most influential voices. Between the team, we attended dozens of sessions and met with several airlines to discuss how emerging trends and technologies could drive meaningful change.
Here are the key takeaways that stood out to us over the course of the three-day festival...
Personalisation was a major theme throughout the festival. Customers now expect tailored experiences across all stages of their journey, and airlines are responding by using data to deliver more relevant services. Airlines like KLM and Finnair emphasised that personalisation isn’t just for frequent flyers – every passenger’s preferences, from seat choices to ancillaries like baggage, can be used to improve the experience.
This shift means airlines need to think beyond loyalty programmes. As Bernadette Berger from Alaska Airlines pointed out, customers are increasingly discovering new destinations outside of airline apps, leaving airlines with a gap in their engagement. Personalisation needs to meet passengers earlier, guiding them before they even begin their journey.
AI continues to drive both operational improvements and customer satisfaction. Alaska Airlines shared how they are leveraging AI to engage with passengers before they arrive at the airport, helping them explore future destinations. KLM’s use of AI to reduce food waste shows how airlines can benefit from technology behind the scenes, too.
Many sessions focused on how AI, when combined with the right data, can create more efficient operations and better customer experiences. For example, Finnair has made huge strides in self-service options, with 9 in 10 passengers opting to self-manage their travel plans. As Willie Walsh from IATA noted, AI’s role in managing pain points such as lost bags and irregular service is also transforming customer service.
Data accessibility was a key discussion point across several sessions. Airlines like Lufthansa and Finnair stressed the importance of using customer data to develop new features that address specific needs. However, the challenge isn’t just collecting data but making it usable and available to product teams.
Liliana Garcia from Viva Aerobus raised a critical question: Can airlines increase ancillary revenue without relying on personal data? The answer lies in leveraging contextual data models that focus on customer behaviour and preferences without compromising privacy. This balance between using data effectively and respecting privacy will be crucial as the industry moves forward.
The push towards self-service continues to grow, with many airlines focusing on creating frictionless, digital-first experiences. Alaska Airlines reported that 77% of passengers use their app on the day of travel, while Finnair’s 90% self-service rate highlights the growing demand for independence among passengers. Customers want control, whether through digital platforms or seamless check-ins, and airlines are adapting quickly.
But digital transformation isn’t just about automating processes. As our own Steve Morland from Leighton highlighted on the digital product panel, it’s about removing pain points and delivering value. Airlines that focus on customer value and ease of use are finding that revenue growth naturally follows.
Sustainability emerged as a critical topic throughout the event, especially in light of the aviation industry's responsibility for 2-3% of global CO2 emissions. Airlines like KLM are pushing initiatives to reduce environmental impact, such as using AI to cut food waste.
A key focus was on sustainable aviation fuel (SAF), which was highlighted as a promising way to reduce carbon emissions in the long-term. Several speakers stressed the need for greater investment and infrastructure to make SAF a viable, scalable solution for the industry, but it seems there is a long way to go.
There’s growing recognition that passengers expect airlines to be more environmentally conscious, and this is influencing both operational strategies and customer experience. The industry is looking for ways to integrate sustainability into every part of the business, from products offered on board to digital tools that enhance efficiency. This shift is being driven by both customer demand and the need to address broader environmental concerns.
The World Aviation Festival made one thing clear: the future of air travel is about creating smarter, more personalised experiences through AI, data, and digital transformation. Customers expect seamless journeys, and airlines are working hard to meet these demands while improving their operational efficiency and minimising environmental impact. As airlines continue to innovate, the balance between technology, data, and the human touch will be key to delivering the experiences passengers expect.
Our first time at the festival, it was an exciting opportunity to explore the latest trends shaping the industry. Across keynotes, panel discussions, fireside chats, and presentations, we explored new ideas, technologies, and strategies with some of the aviation industry's most influential voices. Between the team, we attended dozens of sessions and met with several airlines to discuss how emerging trends and technologies could drive meaningful change.
Here are the key takeaways that stood out to us over the course of the three-day festival...
Personalisation was a major theme throughout the festival. Customers now expect tailored experiences across all stages of their journey, and airlines are responding by using data to deliver more relevant services. Airlines like KLM and Finnair emphasised that personalisation isn’t just for frequent flyers – every passenger’s preferences, from seat choices to ancillaries like baggage, can be used to improve the experience.
This shift means airlines need to think beyond loyalty programmes. As Bernadette Berger from Alaska Airlines pointed out, customers are increasingly discovering new destinations outside of airline apps, leaving airlines with a gap in their engagement. Personalisation needs to meet passengers earlier, guiding them before they even begin their journey.
AI continues to drive both operational improvements and customer satisfaction. Alaska Airlines shared how they are leveraging AI to engage with passengers before they arrive at the airport, helping them explore future destinations. KLM’s use of AI to reduce food waste shows how airlines can benefit from technology behind the scenes, too.
Many sessions focused on how AI, when combined with the right data, can create more efficient operations and better customer experiences. For example, Finnair has made huge strides in self-service options, with 9 in 10 passengers opting to self-manage their travel plans. As Willie Walsh from IATA noted, AI’s role in managing pain points such as lost bags and irregular service is also transforming customer service.
Data accessibility was a key discussion point across several sessions. Airlines like Lufthansa and Finnair stressed the importance of using customer data to develop new features that address specific needs. However, the challenge isn’t just collecting data but making it usable and available to product teams.
Liliana Garcia from Viva Aerobus raised a critical question: Can airlines increase ancillary revenue without relying on personal data? The answer lies in leveraging contextual data models that focus on customer behaviour and preferences without compromising privacy. This balance between using data effectively and respecting privacy will be crucial as the industry moves forward.
The push towards self-service continues to grow, with many airlines focusing on creating frictionless, digital-first experiences. Alaska Airlines reported that 77% of passengers use their app on the day of travel, while Finnair’s 90% self-service rate highlights the growing demand for independence among passengers. Customers want control, whether through digital platforms or seamless check-ins, and airlines are adapting quickly.
But digital transformation isn’t just about automating processes. As our own Steve Morland from Leighton highlighted on the digital product panel, it’s about removing pain points and delivering value. Airlines that focus on customer value and ease of use are finding that revenue growth naturally follows.
Sustainability emerged as a critical topic throughout the event, especially in light of the aviation industry's responsibility for 2-3% of global CO2 emissions. Airlines like KLM are pushing initiatives to reduce environmental impact, such as using AI to cut food waste.
A key focus was on sustainable aviation fuel (SAF), which was highlighted as a promising way to reduce carbon emissions in the long-term. Several speakers stressed the need for greater investment and infrastructure to make SAF a viable, scalable solution for the industry, but it seems there is a long way to go.
There’s growing recognition that passengers expect airlines to be more environmentally conscious, and this is influencing both operational strategies and customer experience. The industry is looking for ways to integrate sustainability into every part of the business, from products offered on board to digital tools that enhance efficiency. This shift is being driven by both customer demand and the need to address broader environmental concerns.
The World Aviation Festival made one thing clear: the future of air travel is about creating smarter, more personalised experiences through AI, data, and digital transformation. Customers expect seamless journeys, and airlines are working hard to meet these demands while improving their operational efficiency and minimising environmental impact. As airlines continue to innovate, the balance between technology, data, and the human touch will be key to delivering the experiences passengers expect.
Our first time at the festival, it was an exciting opportunity to explore the latest trends shaping the industry. Across keynotes, panel discussions, fireside chats, and presentations, we explored new ideas, technologies, and strategies with some of the aviation industry's most influential voices. Between the team, we attended dozens of sessions and met with several airlines to discuss how emerging trends and technologies could drive meaningful change.
Here are the key takeaways that stood out to us over the course of the three-day festival...
Personalisation was a major theme throughout the festival. Customers now expect tailored experiences across all stages of their journey, and airlines are responding by using data to deliver more relevant services. Airlines like KLM and Finnair emphasised that personalisation isn’t just for frequent flyers – every passenger’s preferences, from seat choices to ancillaries like baggage, can be used to improve the experience.
This shift means airlines need to think beyond loyalty programmes. As Bernadette Berger from Alaska Airlines pointed out, customers are increasingly discovering new destinations outside of airline apps, leaving airlines with a gap in their engagement. Personalisation needs to meet passengers earlier, guiding them before they even begin their journey.
AI continues to drive both operational improvements and customer satisfaction. Alaska Airlines shared how they are leveraging AI to engage with passengers before they arrive at the airport, helping them explore future destinations. KLM’s use of AI to reduce food waste shows how airlines can benefit from technology behind the scenes, too.
Many sessions focused on how AI, when combined with the right data, can create more efficient operations and better customer experiences. For example, Finnair has made huge strides in self-service options, with 9 in 10 passengers opting to self-manage their travel plans. As Willie Walsh from IATA noted, AI’s role in managing pain points such as lost bags and irregular service is also transforming customer service.
Data accessibility was a key discussion point across several sessions. Airlines like Lufthansa and Finnair stressed the importance of using customer data to develop new features that address specific needs. However, the challenge isn’t just collecting data but making it usable and available to product teams.
Liliana Garcia from Viva Aerobus raised a critical question: Can airlines increase ancillary revenue without relying on personal data? The answer lies in leveraging contextual data models that focus on customer behaviour and preferences without compromising privacy. This balance between using data effectively and respecting privacy will be crucial as the industry moves forward.
The push towards self-service continues to grow, with many airlines focusing on creating frictionless, digital-first experiences. Alaska Airlines reported that 77% of passengers use their app on the day of travel, while Finnair’s 90% self-service rate highlights the growing demand for independence among passengers. Customers want control, whether through digital platforms or seamless check-ins, and airlines are adapting quickly.
But digital transformation isn’t just about automating processes. As our own Steve Morland from Leighton highlighted on the digital product panel, it’s about removing pain points and delivering value. Airlines that focus on customer value and ease of use are finding that revenue growth naturally follows.
Sustainability emerged as a critical topic throughout the event, especially in light of the aviation industry's responsibility for 2-3% of global CO2 emissions. Airlines like KLM are pushing initiatives to reduce environmental impact, such as using AI to cut food waste.
A key focus was on sustainable aviation fuel (SAF), which was highlighted as a promising way to reduce carbon emissions in the long-term. Several speakers stressed the need for greater investment and infrastructure to make SAF a viable, scalable solution for the industry, but it seems there is a long way to go.
There’s growing recognition that passengers expect airlines to be more environmentally conscious, and this is influencing both operational strategies and customer experience. The industry is looking for ways to integrate sustainability into every part of the business, from products offered on board to digital tools that enhance efficiency. This shift is being driven by both customer demand and the need to address broader environmental concerns.
The World Aviation Festival made one thing clear: the future of air travel is about creating smarter, more personalised experiences through AI, data, and digital transformation. Customers expect seamless journeys, and airlines are working hard to meet these demands while improving their operational efficiency and minimising environmental impact. As airlines continue to innovate, the balance between technology, data, and the human touch will be key to delivering the experiences passengers expect.
