Portugal Beach
14 Jun
2021

The travel industry is in Government induced turmoil

 There was light at the end of the tunnel. The “traffic light” system that categorised destinations as Green, Amber or Red seemed to make sense. Here was a way that destinations could slowly but surely be brought back online as viable, convenient, holiday hotspots.
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Voice
06 Jan
2020

Voice – The New Super Aggregator

 With a New Year starting it’s always fun to look ahead at what technology might be bringing us. One of the most exciting tech developments over the last few years has been the rise of voice devices.
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The Disloyal Customer
17 Dec
2018

The Disloyal Customer

 I was at a conference the other day and, whilst awaiting the first speaker’s presentation, I was chatting with the lady next to me. I am not sure how it came up in conversation, but the subject we started talking about was customer loyalty programmes and their associated loyalty cards.
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Airline Loyalty
26 Jun
2018

Is airline loyalty living in the dark ages?

 After writing my blog last month about customer relationship management moving on, I have to ask the question: “Are airline loyalty schemes still living in the dark ages?”
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Airliners
16 Oct
2017

A Tale of Two Airlines

 It wasn’t the best of times, it was the worst of times, it wasn’t the age of wisdom, it was the age of foolishness, it wasn’t the epoch of belief, it was the epoch of incredulity …. So wrote Charles Dickens (or something very similar).
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Emotipiechart
14 Aug
2017

What’s love got to do with it?

 In the last month I was invited by an airline to contribute to a strategy day, an away day for their senior executives to ponder the bigger picture and how they might take their airline forward in the next few years. A few external experts such as me had been invited along to the strategy day. Our purpose was to provide some food for thought to catalyse discussion amongst the executives present.
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12 Jun
2017

The lesson we can learn from BA

 There are plenty of opinions to be heard about the tech problems that British Airways suffered and the way the downtime was handled. It surely has to rank as one of the worst public relations disasters in the airline’s history.
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Sydney Nova Scotia
17 May
2016

Telling the customer where to go

 Do you remember the story from 2009 of the flying Dutchman? He was looking forward to visiting his family in Wollongong and Tallong, just South of Sydney. Accompanied by his 15 year old grandson, they departed Amsterdam and after a change of planes at Halifax, finally touched down in Sydney. I guess they might have been surprised at how short the journey was as they had arrived in Sydney, Nova Scotia, not Australia. They had booked flights to the wrong place.
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Airportsecurity
10 Feb
2015

The miserable air travel experience

 Who remembers the old days, when air travel was fun and exciting, when you didn’t need to buy a Business or First Class ticket to make the trip bearable? Sadly, travelling by air has become a chore; a grit-your-teeth and put-up-with-the-endless-queuing experience.
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