In December 2022, at CAPA’s World Aviation Summit & Awards in Gibraltar, Bluebox’s CEO, Kevin Clark, participated in a panel entitled: New passenger expectations and overcoming the old pain points.
During the session, which explored the end-to-end customer journey, the panel’s moderator, Steven Greenway, argued that not much has changed since the pandemic and in some ways went backwards, but challenged the panellists to demonstrate what has actually changed for the better in the passenger experience.
Kevin had already discussed how consumers’ digital experiences expanded during the pandemic, greatly influencing expectations for digital engagement with airlines across a journey – before, during and after their flights. Agreeing that the past year had seen an increase in operational issues, certainly on the ground, Kevin addressed Steven’s challenge by highlighting the focus of Bluebox’s airline customers now being around offering passengers more control and options for how to engage, especially around self-serve / on-demand onboard sales, given the benefits of this to both airline and passengers.
Watch the full session below:
The panel was moderated by Steven Greenway, President, Pangiam, and along with Kevin, the panel included:
Marcel de Nooijer, CEO. Transavia
Luca De Angelis. CEO, HRS Crew & Passenger Solutions, HRS
Tamur Goudarzi Pour, Chief Commercial Officer, Swiss International Air Lines
Hugh Aitken. VP, Commercial. Skyscanner Ltd
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