Creating memorable and personalised passenger experiences with a limited budget
In an increasingly competitive market, airports must focus on improving the passenger experience. Why? Because, with similar flight prices and destinations available across multiple airports, not to mention competing offers from OTAs and airlines, it’s often down to personalised passenger […]
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Passenger behaviour analysis and how airports are pivoting to accommodate tech-savvy travellers
There’s no denying that technological advancements have positively disrupted how we travel forever. Whereas in the past, people would head to their local travel agent to book a holiday, now all they need to do is pull out their smartphone […]
The airport technology being used to process passengers more quickly
Increasing passenger numbers returning to the airport post-pandemic should be a cause for celebration. But coupled with critical staff shortages across the travel industry, it’s led to extreme delays in passenger processing at the airport, so much so that many […]
Using mobile applications to interact with your passengers and create loyalty
The modern-day airport is more than just a gateway offering a means for passengers to get from A to B. Instead, it’s a highly-interactive hospitality and retail hub where passengers can purchase high-quality products, enjoy memorable dining experiences and visit […]
Walking the fine line between passenger information and information privacy
Passenger data holds significant value to airports. It transforms what were once strangers on a plane into customers with demographics, interests and preferences, enabling airports to personalise the passenger journey to increase customer satisfaction and generate more revenue. The trouble […]
Harnessing data and innovation to generate new revenue streams for airports
Today the airport industry faces numerous challenges, from restoring passengers’ confidence to clawing back the billions lost in revenue due to the COVID-19 pandemic. How are they overcoming these challenges? With good data, of course! Here we will look at […]
The airport touchless technology revenue opportunity
Today, airports can no longer rely on aeronautical revenue from airline charges and terminal rentals to survive. Despite passenger numbers starting to increase post-pandemic, airports still have a long road to recovery and need to explore other ways to generate […]
Best practice in implementing a contactless airport passenger journey
The contactless experience. It’s what passengers are demanding and what airports strive for, but ensuring it is implemented successfully is paramount. Here we’ll share our best practice contactless airport tips to help ensure you get the most from your investment. […]
The Business Case for Airport Touchless Technology and Winning Stakeholder Buy-in
Since the outbreak of COVID-19, health has become the number one priority for airports and passengers. As a result, we’ve seen a sharp acceleration in the use of contactless technology in airports, which limits the number of surfaces passengers need […]
10 things your IT team should check before buying software for airports
Are you looking to invest in brand new software for airports or replace an existing solution that isn’t meeting your needs? With so many different software vendors out there, choosing the best option for your business can be tricky. But […]
The benefits of virtual queuing and contactless airport technology
Contactless technology isn’t a new concept. In the last decade we’ve witnessed a steady increase in its use across various sectors. However, it was only in 2020 that touchless technology fully exploded when the COVID-19 pandemic hit. With the need […]
The Benefits of Seamless Airport Technology
Airports have always been busy places, with operators under significant pressure to manage the flow of the hundreds and thousands of passengers passing through each day. Before the COVID-19 pandemic, many operators had begun implementing new technologies to make the […]
How to create a positive passenger experience at the airport
Airports around the world are leading the way with a positive passenger experiences during and post pandemic. If there’s one thing an airport can’t survive without, it’s passengers. So when the COVID-19 pandemic struck and passengers were confined to their […]
How airport CEOs are adapting their business model for the future
There’s no denying that airports have endured turbulent times during the COVID-19 pandemic. With flights grounded globally, and countries in lockdown, dwindling traffic led to substantial economic losses of $32 billion, or 45% for airports in 2020. And while we’re […]
5 ideas to make the most of last-minute travel bookings
Thanks to increased mobile usage and changing consumer behaviours following the COVID-19 pandemic, last-minute travel bookings are on the rise. According to Hotwire, Millennials are fueling the surge in last-minute, quick getaways, with 84% claiming to have booked a trip […]
New airport services following the transformation trend into major hospitality and retail hubs
Today, airports are more than just tarmac and terminals – they are experience venues in their own right. Over the years, airports have become major hospitality and retail hubs that all big brands want to be a part of, with […]
How airports diversify F&B and retail offerings to accommodate the post-pandemic traveller
As passengers return to the airport post-pandemic, it’s clear that what they want from their airport experience is very different from what they had before. The COVID-19 pandemic has influenced change in the way people live their lives. We’ve also […]
How Airport Digital Transformation Improves Passenger Satisfaction, Efficiency and Revenues
Considering how to digitise your airport? You’re not alone. Post-pandemic, there is a huge appetite for airport digital transformations, and with so many benefits to both airports and passengers, it’s not hard to see why. For airports, digital transformation is all […]
Solving airport digital transformation challenges
Digital transformations enable airports to revolutionise their operations with automated processes and tools. However, as with any change, airports will face challenges throughout the digital transformation process, ranging from people-centric issues to financial limitations and everything in between. Here we […]
How leading airports are delivering their digital transformation journeys
Today, airport automation is no longer optional. To survive, recover and ultimately thrive in this post-pandemic era, airports have no choice but to accelerate their digital transformation efforts. But it’s not as simple as investing in a few new pieces […]
7 Key Principles of Prebook Parking
The parking industry faces more competition than ever before. Greater mobility choice, congestion concerns, and rapid changes in customer expectations driven by industries like retail and ecommerce have combined in a perfect storm to confront an industry that historically has […]
Which technologies are disrupting the airport industry in the post-crisis recovery
Over the last couple of years, we have experienced a surge in design advancements and disruptive technologies in airports as the industry attempts to overcome the various challenges brought by the pandemic. With changing consumer behaviours and economic constraints, airports […]
How to drive airport innovation in a cost-controlled and cash-strapped airport
The COVID-19 pandemic has undoubtedly accelerated airports’ focus on innovative technology solutions to improve passenger flow, limit physical contact in the airport and enhance customer experience. But, despite this desire to drive airport innovations, most airport businesses are cash-strapped. Yes, […]
How airport innovation teams secure stakeholder buy-in and funding for digital projects
There’s no denying that the last two years have been extremely difficult for the airport industry, particularly innovation teams. But as we get to grips with the world’s new reality during this recovery period, it’s promising to hear that innovation […]
Off-Season Marketing Ideas to Drive Engagement
The travel industry traditionally works on a seasonal basis, with January typically being the busiest month for flight and hotel bookings. Why? Because once the excitement of Christmas and New Year has passed, people need something to look forward to. […]
Upsell & Cross-Sell – Ecommerce Principles for Airports
Is your airport making the most of its upselling and cross-selling opportunities? These tried-and-tested techniques have long been used in the retail industry to drive additional revenue, and when implemented correctly, they can do precisely the same for your airport. […]
Untapped Revenue Streams Your Airport Already Has
Airports can no longer rely on aeronautical airport revenue streams to remain viable. Despite a decade of consistent growth in passenger traffic, the devastating and unprecedented impact of the COVID-19 in 2020 resulted in a 55% drop in airline passenger […]
Why your airport needs CRM software
The COVID-19 pandemic was a wake-up call for many businesses to step up how they build and maintain customer relationships. And it’s not just retailers. Other sectors, like the airport industry, have come to realise just how vital customer relationships […]
10 Parking Ecommerce UX Features that Create User Flow
Over the past decade, the retail landscape has changed dramatically, with a shift in consumer behaviour towards online shopping. In 2021, retail ecommerce sales were an estimated $4.9 trillion US dollars worldwide. Over the next four years, it is predicted […]
5 Key Ways to Diversify Your Airport’s Ecommerce Store
In 2019, 4.5 billion passengers took 42 million flights worldwide, and analysts forecast over 4.72 billion passengers for 2020. But, unfortunately, no one could predict what would happen next. Flights were grounded, passengers were in lockdown, and the COVID-19 pandemic […]
What to Look For When Evaluating Reservation E-Commerce Software
Ecommerce has changed the face of shopping. Transactions have migrated towards online as consumers enjoy the 24/7 convenience of the internet, and by 2040 it’s estimated that ecommerce will account for 95% of all purchases. When we talk about ecommerce, […]
Airport Customer Lifecycle Marketing: Finding new opportunities
Why use multiple platforms when you can use just one? The Rezcomm online marketplace is built to support your airport in connecting with customers, building trust and unlocking revenue; while providing a smooth customer experience with zero turbulence. We […]
Marketing airport destinations with effective communications
“Where can I travel to?” is the question on consumers’ lips. Now people are adjusting to the new normal, getting vaccinated and regaining their appetite for international travel, the competition to win their custom is on. And thanks to ecommerce […]
Using Marketing to Increase Airport Customer Value
It’s vital to understand the importance of customer retention when it comes to getting the most from your customers. When you keep your customers longer, engaging and building relationships with them, the lifetime value of those customers will grow. In […]
Using Marketing for Airline and Airport Route Development
Route development is the process by which airports demonstrate to their partnering airlines that sufficient demand exists to operate a new route profitably. While airports derive significant profit from non-aeronautical revenue (40% in 2019), which remains an area with massive […]
London Gatwick: The Future of Flight Search
Online travel shopping is fast becoming the norm. According to the latest figures, 90% of travellers research holidays online, and 82% book their holidays online without any human interaction. By 2023, an estimated 700 million people will book their holidays […]
Can Airport Flight Search Support Airline Relationships?
Airports and airlines are riding the wave of unprecedented challenges in the industry and how they operate. The COVID-19 pandemic has accelerated rapidly changing purchasing behaviours, digitalisation, and the evolution of ecommerce with a tremendous impact on the entire industry. […]
Destination Marketing for Airports: Tips, Trends and Content Ideas
2020 was a challenging year for the travel and tourism industry. With countries in lockdown, flights grounded worldwide, and 120 million jobs at risk due to the COVID-19 pandemic, airport marketers knew they’d have a big job on their hands […]
COVID-19: Restoring Customer Confidence in Air Travel
Over the last 18 months, the aviation industry experienced extreme turbulence. According to the International Civil Aviation Organization, just 1.8 billion passengers took flights in 2020, compared with around 4.5 billion in 2019. The fear of catching and spreading COVID-19 […]
3 Tactics to Respond to Changes in Customer Behaviour
The integration of digital and mobile into everyday life has hugely influenced customer behaviour, but there’s nothing like a global pandemic to accelerate it to a whole new level. Did you know that 75% of consumers tried a new store, […]
25 Tips From the Parking E-Commerce Experts
Ecommerce has transformed the way we shop. In 2020, over 2 billion people purchased goods or services online, and sales surpassed 4.2 trillion US dollars worldwide. The global pandemic also led to the high uptake of contactless transactions, which is […]
Social Media for E-Commerce Marketing
With more than 4 billion people using social media worldwide, there’s never been a better time to engage with customers through social platforms. The benefits are obvious – increased exposure, brand awareness, access to direct customer feedback and an opportunity […]
CRM vs Marketing Automation Software: What Do I Really Need For My Airport?
For much of last year, airports remained empty. Figures from the House of Commons Committees showed an unprecedented reduction in air travel of 97% in 2020 due to COVID-19, with thousands of planes grounded and left parked on the tarmac. […]
3 Reasons Email Campaigns Remain the Best Marketing Tool for Airports
In recent years, social media has dominated the consciousness of destination and venue marketers. Easy shareability and image-centric appeal made channels like Instagram and Facebook a straightforward and attractive choice. But while social media offers new and sleeker ways to […]
Airport Ecosystem: Happy Customers lead to Long-term Growth
Things have never looked better for the passenger experience at airports. But there’s still a lot of work to be done for it to reach its full, most stress-free potential. Airlines have already been investing in customer experience (CX) technology […]
Mastering the Art of Celebrating Your Airport’s Milestones
When your airport achieves significant milestones it’s time to celebrate. Whether you’ve reached a notable anniversary or are approaching your one-millionth customer, these successes are worth sharing, not just for the sake of boosting your own business morale, but for […]
Top 10 CRM Software Trends for 2020
Customer Relationship Management (CRM) is now the largest software market in the world. It has been since the end of 2017, when it overtook database management systems for the first time. Worldwide CRM software revenue currently amounts to $40 billion […]
Finding the Right Ecommerce Provider for Your Parking Business
Parking is an industry that is sometimes overlooked, even in the ancillary services category, simply because, by its nature, it provides a means to an end. Parking facilitates an onward journey or experience. Nobody ever just pops out for a […]
How to Automate Your Airport’s Ecommerce Reporting and Data Collection
In 2019, retail ecommerce accounted for 3.53 trillion US dollars of customer spend – a considerable hike from 2.3 trillion in 2017 and around 14% of all sales worldwide. Latest forecasts suggest that online shopping will represent 16% of all […]
5 Ways for Regional Airports to Master Destination Marketing
Regional airports are reimagining destination marketing in creative, customer-centric ways. The common perception is that smaller airports serve a limited number of destinations, and that their operations might not be as sophisticated as those of their larger competitors. But these […]
Aligning Your Messaging with Customer Needs
Brand messaging is the term used to describe any communication through which a customer relates to a brand. It’s pivotal to consumer buying decisions and acts to motivate, inspire, inform and incentivise. As airports expand to embrace ecommerce and engage […]
Airports get Creative for Christmas
The festive season is a time when many people travel to be with family and friends. In the US, airport footfall hit record highs over the 2018 holiday season, with around 41 million passengers travelling through security screening checkpoints between […]
Email Trends for Parking Companies
As the parking industry catches up to retail with a new generation of smart parking solutions, customer relationships and email marketing become ever more relevant. In a sector where the product is location-specific, parking operators can maximise the impact of […]
Airport Ecommerce Knowledgebase Used by Over 200 Airports Worldwide
Rezcomm’s FREE Ecommerce Goldmine is a complete resource for airport professionals. It contains information on boosting revenue, engaging customers and building passenger loyalty. It helps airports to identify missed opportunities, and to keep ahead of important trends in marketing, technology […]
Principles of Ecommerce
“The word is convenience – the word is anywhere, anytime, however the consumer wants it.” Colgate-Palmolive Ecommerce is rapidly becoming the primary mode of purchase. Consumer behaviours and expectations are constantly evolving, and new business models and technologies mean an […]
The Anatomy of a Perfect B2B Christmas Email Campaign
In recent years, the marketplace has changed almost beyond recognition for both B2C and B2B interactions. Machine learning and advanced analytics provide airports with unprecedented amounts of data, allowing them to predict sales. A modern, digitally savvy customer demands sophisticated […]
Conversion Optimisation Tips for Your Travel Booking Journey
The stratospheric rise of ecommerce has been a game changer for retailers and marketers. Twenty-five years on from the first online sale, the way people research and shop for products continues to evolve at a rapid pace. Consumers are empowered […]
How to Deal with Negative Comments on Social Media
Brands across industries increasingly rely on social media to boost awareness, market products and services, and connect with customers. At the same time, social platforms offer a useful public forum for consumers who want their problems resolved. Unhappy customers no […]
10 most desirable destinations for 2020
In recent years, disruptive technologies have been key drivers of destination marketing, resulting in a cultural shift in the way technology is viewed in Travel. As constantly advancing mobile and social technologies become ingrained into everyday life, they have more […]
How Mobile is Changing the Travel Experience for Airport Users
It goes without saying that mobile is now absolutely integrated into everyday life. You just have to look around you to see how many people are on their phones. But this change has come quickly, and businesses have had to […]
Supporting Your Customer Lifecycle with Email Automation
Email is the top performing marketing channel for ROI ($32 per $1 spent in 2018) and the most powerful driver of customer acquisition and retention. It is also more cost effective than other channels, packing a bigger punch than advertising, […]
20 Finishing Touches for Successful Black Friday Campaigns
Black Friday – Cyber Monday is an unmissable opportunity for your airport ecommerce business to boost revenue and engage new and existing customers. In our previous blog we shared ideas to help with creating and promoting Black Friday deals. Many […]
Ecommerce Websites that Drive Conversion
Airports worldwide are eagerly embracing ecommerce in line with market forces. From the integration of direct booking capabilities for flights and car parking to the provision of a one-stop travel shop for everything the passenger needs, the sky is the […]
3 Creative Omnichannel Christmas Campaigns
Holiday season deals are a great way to create visibility for your airport brand. Thanks to travel companies embracing the festive spirit and offering their own Black Friday and Cyber Monday deals, many customers are already thinking ahead to Christmas, […]
Revenue Management in a Data Driven World
Revenue management is a variable pricing strategy based on understanding, anticipating and influencing consumer behaviour in order to maximise revenue or profits from a fixed, time-limited resource such as airline seats. In essence, it’s the process of dynamic pricing by […]
Marketing to Gen Z and Millennials
Millennials have received the lion’s share of marketing attention in recent years, and rightly so. In the U.S. the millennial generation, those born between 1980 and 2000, represented the biggest demographic in history. In 2017, there were 92 million millennials […]
How to Make Your Voice Heard in a Crowded Marketplace
As smartphones become more sophisticated, consumer obsession around them has risen exponentially. For many people, it’s the first thing they reach for in the morning and the last thing they look at before going to bed. Studies show that in […]
Planning Ahead – A Guide for Airport Marketers
Seasonal buying peaks and events present opportunities across industries. For Travel brands, it has always been essential to plan ahead, and as consumers gain more control over their own holiday research and booking thanks to the Internet, this is now […]
How can travel marketing and flight search support passenger loyalty?
The best customers don’t just buy from you once, they come back time and time again, building great lifetime value and boosting your airport’s revenue. It’s a much quoted statistic that it costs five times more to win a new […]
How RCA is Using Email Marketing to Engage Parking Customers with Travel – Webinar Roundup
Email is still the top-performing channel for marketing engagement and conversion. It’s the biggest driver of customer acquisition and retention across industries, and it has the highest return, bringing $38 for every $1 spent. It’s no surprise then that 2017 […]
What Makes for a Really Good European Christmas Market trip?
Global travel and tourism is one of the world’s largest industries generating over $1.3 trillion in revenue each year and with a global economic contribution of over $7.6 trillion in 2016. With such a large audience and such a huge […]
Southend Airport: Partnering with Tourist Organisations to Add Customer-Driven Value to Destination Marketing
The experience economy has surged to the forefront across industries. A staggering 2.5 quintillion gigabytes of data are created every day, and this has reshaped the marketplace. The ‘always on’ digital universe makes for unremittingly high consumer expectations when it […]
Using Email Marketing To Grow Revenue
Email is a huge part of any marketing strategy. From product announcements and recommendations to special offers and customer engagement, retailers are successfully engaging email to drive sales. And when it comes to purchases made as a result of receiving […]
Optimised Airport Landing Pages and the Importance of Social Clicks
A landing page is any web page that a consumer can arrive at when they click through to your airport website. In the world of marketing, it’s usually a stand-alone page, distinct from your homepage or any other product page, […]
How GDPR/PECR Affects Data Collection – 10 key points
In May 2018 new EU regulations on data protection known as General Data Protection Regulation (GDPR) came into effect, causing businesses to scramble to gain proof of consent from customers amid concerns that mailing lists would be decimated. The Privacy […]
Don’t Panic About PECR
Email and online marketing is a diverse and ever-changing animal. It’s obvious that the Internet has completely transformed the way that people shop, the relationships businesses have with their customers and the volume and complexity of data that those businesses […]
Voice-Search: Putting Your Airport on the Map
Voice technology is becoming embedded in everyday life. Use of tools like Amazon Echo, Google Home, Microsoft Cortana and Apple’s Siri and HomePod is now commonplace. The most frequently quoted statistic is the prediction that Google claims 50% of searches […]
One small step for airport marketers, one giant leap for passenger engagement
Rezcomm launches most significant marketing revision to date Rezcomm’s newest update embraces marketing best practice and makes it easier than ever to create beautifully formatted, dynamic, responsive email. The much-anticipated Email Drag+Drop Editor is now live! Whether or not you […]
How GDPR is Affecting Airports
The EU’s General Data Protection Regulation (GDPR) came into force on 25 May 2018. In the preceding months, despite assurances from the Information Commissioner’s Office (ICO) of rigorous enforcement and fines for non-compliance of up to 4% of global turnover, […]
Set Your Airport Apart Using Sporting Events
Airports are increasingly ramping up their engagement in major sporting events in order to boost their competitive advantage, position themselves as the preferred travel gateway, and avoid passenger leakage to nearby airports. Sponsorship is a common avenue. In the States, […]
How Understanding Your Passengers can Boost Your Non-Aero Revenue
Ongoing accelerated cultural change is having a significant impact on airports. Customer habits are transforming, and the airports that will thrive and grow are those that move along with their passengers. Ecommerce retail and ride-hailing apps like Uber and Lyft […]
Transform Your Airport Into a Sales Funnel for Airlines
Global competition and a dynamic economic landscape have put pressure on profit margins for airlines and airports. From the passenger perspective, a positive flight experience is no longer measured simply by the success of the journey. As the consumer experience […]
Harnessing the Power of ‘Word of Mouth’
Marketing surveys consistently return statistics that show word of mouth is the most important marketing tool, being most used and most effective. According to Nielsen, 92% of people trust recommendations from friends and family over any form of advertising. In […]
How to Turn Customers into Advocates
‘Influencer’ and ‘advocate’ have been buzzwords in brand marketing for many years. Both terms refer to third parties who endorse products and build brand visibility and credibility, typically via social media channels. In 2016 influencers were the idols of the […]
Overcoming Ecommerce’s Biggest Challenge: Fragmentation
The 2018 Harvard Business Review opened with the gloomy prediction that, “No industry is failing faster than retail.” It’s true that the disruption caused by ecommerce has seen some of the world’s longest-standing retailers driven into bankruptcy; at last count, […]
