Online Exclusive: The Future of Airport Customer Service

Technology is facilitating dramatic change in the aviation industry

Increased Ancillary Revenue Opportunities

In the near future, there will be many opportunities for both airlines and airports to increase their ancillary revenues. One common problem in airports is the lack of space available for (an ever increasing number of) passengers, which restricts the services that can be offered on-site.

Rather than using a kiosk or desk to check-in customers, sell destination activities, ground transportation and provide customer service, iPad technology will allow the same functions to be executed and will not require additional infrastructure or space in order to do so. From selling ground transportation or local activities, to selling food and drinks while passengers are waiting to board, iPads will revolutionize the airport retail business model, making it easier to sell anywhere in the airport, at any time.

iPads also serve a greater function: they enable staff to multitask, and as a result, provide better customer service to travelers. Not only can staff check-in customers, sell products/services, find up-to-date flight info, but they can also be more effective in the case of extended flight delays or cancellations.

Imagine this scenario: you’re a customer who is going on their first vacation in a year and you’ve just found out that your flight has been delayed by 24 hours. Not only will you miss the first day of your well-deserved trip, you’re also going to incur more costs.

Now imagine that the airline staff was able to help facilitate all of the logistics of the delay for you, immediately and from one handheld device. They could find the best hotel for you and your family, arrange a rental car to transport you there and offer suggestions on family-friendly restaurants to enjoy with your free meal vouchers.

In fact, they can offer all sorts of concierge-related services to make your delay more tolerable. At the end of the day, you may not be happy about losing out on a day of vacation, but you will definitely leave the airport happier about the way that the airline (and by extension, the airport) handled the situation.  

Tomorrow’s Technology

In the near future, technology will create a dramatic change in the aviation industry. It will improve customers’ in-flight experience and will allow airline and airport crew to be more effective, more productive and therefore, a greater resource to their employers. It will help decrease airline and airport costs, while increasing profits.

We, at Allegiant Systems, are excited to see these new technologies come into fruition. And of course, we’ll do everything we can to help aviation technology along it’s way.

About The Author

Joe Ayson is the Director of Corporate Development & Marketing at Allegiant Systems. In this role, Joe is responsible for overseeing product marketing, communications and corporate partnerships. As the leader of the team who created Allegiant Systems' new iPad EFB and cabin crew technology FlyDesk, and who previously managed Allegiant Air's internal technology development team, Joe has extensive experience in developing and implementing all types of in-flight technology.


About Allegiant Travel Inc.

Allegiant Travel Company, Lixar and AvIntel, have joined forces to create Allegiant Systems, a strategic partnership that combines more than 50 years of airline operations, consulting and technology development experience. The venture is positioned to solve complex airline operations problems using innovative technology solutions based on Apple’s iOS software. Through its cloud-based platform FlyDesk™, operators can finally deploy seamless automation solutions fleet-wide - efficiently and more cost-effectively. The company is headquartered in Las Vegas, Nevada with a branch office in Toulouse, France. For more information, please visit



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