Air Travel Stakeholders Discuss Why the Future of Collaboration Is Now
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Moderating one of yesterday’s breakout sessions, Future Travel Experience head of Strategy, Engagement and Content Ryan Ghee and several of the panelists pointed out that the real game changer isn’t technology but making sure that airlines, airports and government agencies leverage it through cooperation.
Turkish Airlines customer experience supervisor Mustafa Mucahitoglu and PriestmanGoode senior project manager Phil Bailey highlighted this theme in a presentation about the newly opened Istanbul New Airport, which also happens to be the world’s largest airport terminal housed under one roof. Bailey noted that the key to making the project a success was an intense spirit of collaboration throughout.
“From a design perspective, institutions are working closely together,” said Bailey. “But what I’d really like to see more is some of the ancillary services, important services like security and border control, working much more closely together to make the customer experience as seamless as we can.”
“There is still a long way to go, but I think we are moving in the right direction when it comes to collaboration.” – Ryan Ghee, Future Travel Experience
Reached for comment after the session, Ghee agreed: “With things like biometrics, we’re seeing collaboration between the customs agencies, for instance, and the immigration agencies with the airlines and airports directly,” Ghee said. “I think that suppliers and vendors in the industry also realize that they can’t always do their own thing and are now more willing to talk to one another and to be a little bit more open. There is still a long way to go, but I think we are moving in the right direction when it comes to collaboration.”