In Conversation: EXPO Preview with Dimiter Zahariev
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APEX EXPO is right around the corner and we’re keen on getting to know your Education Day speakers. Our In Conversation series continues today with Dimiter Zahariev, Manager of Passenger Experience Development for IATA (International Air Transport Association). Dimiter shares his insights on the connected passenger and weighs in on the importance of in-flight WiFi.
About Dimiter: Dimiter is an airline professional with 15 years of experience in the industry. He is responsible for the development of new initiatives from IATA’s Simplifying the Business Programme in the areas of real-time interaction with the customer, hassle free travel and use of biometrics in passenger’s ground experience.
Q: Is social media the best way for passengers to stay connected to their travel provider?
A: 56% of travellers interviewed in the IATA Global Passenger Survey said they would prefer to use social media to interact with their airline. We see more and more airlines deploying social media strategies and engagement with customers in combination with further communication channels and media. With the millennial travelers and new technology we may well see some new and exciting ways of real time interaction in the future.
56% of travellers interviewed in the IATA Global Passenger Survey said they would prefer to use social media to interact with their airline.
Q: What’s your opinion on airlines that are choosing not to offer on-board WiFi?
A: WiFi in the air is the biggest game changer for airlines. Today WiFi is everywhere, from cafes to bus stops, trains to airports, hotels and public areas, it’s a service that people on the go value highly. Travelers assume they will always have web access and for free. In-flight access thus becomes the norm.
Q: Honeywell Aerospace came back with survey results indicating 45 percent of Pax would endure security twice in order to have access to WiFi on-board. Are you part of that 45 percent?
A: Very interesting survey indeed! I personally would not endure today’s security lines twice but knowing that in the very near future risk-based security, enhanced screening technologies and process innovation will make security screening faster, more convenient and less intrusive, then I definitely would, even three times!!!
Catch Dimiter at 11:00 a.m. on Education Day for his address: New Heights in Customer Service – Real-time Engagement in the Air and on the Ground.
Interested in IATA’s passenger initiatives? Take their Global Passenger Survey and help transform the passenger experience!