21st Century Airlines : Connecting the Dots book cover
1st Edition

21st Century Airlines
Connecting the Dots

ISBN 9781138093133
Published September 11, 2017 by Routledge
282 Pages 29 B/W Illustrations

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Book Description

In 21st Century Airlines: Connecting the Dots, Nawal Taneja addresses the challenges and opportunities facing the airline industry as it tries to innovate and create products and services that are radically different by ‘connecting the dots’ at four key levels: recognizing the implications of global events, improving cross-functional collaboration within the organization, working more closely with the travel chain, and providing much higher engagements with connectors within the social networks.

The book synthesizes insights gained from the experience of non-traditional businesses, such as Uber, that have no physical assets and that focus on scalability through platforms, as well as traditional businesses, such as Mercedes-Benz, that are transitioning from operators of physical assets to adapt to the on-demand and sharing economies. These insights show pragmatically that digitizing airline businesses would require digital mind-sets, digital technologies, digital strategies, and digital workplaces to explore new frontiers in value for both customers and airlines. Moreover, forward-thinking airlines need to consider working with bimodal organizational structures, in which one group optimizes current business models (network, fleet, and schedule planning, as well as revenue management) while a second group explores innovative ways to add digital features to physical products to provide a consistent experience throughout the journey.

The book is written for all senior-level practitioners of airlines and related businesses worldwide, as well as senior-level government policymakers.

Table of Contents

List of Figures

List of Tables




  1. Responding to Changing Customer Expectations
  2. Super-Connected Travelers

    Corporate Travelers

    Globalization of Consumers

    Implications for, and Responses of, Airlines

    Full-Service Airlines

    Developments within the Low-Cost Sector


  3. Platform-Based and Networked Businesses: New Forms of Collaboration
  4. The Macroeconomic Shift: Industrial Era to Digital Era


    Network Effects



    Internet of Things

    Cloud Computing

    Artificial Intelligence (AI) and Augmented Reality (AR)

    Human Resources

    Implications for Airlines


  5. Innovating and Evolving Airline Network Planning
  6. Current and Evolving Systems

    Conventional Planning Module Limitations

    New Modules and Integrative Planning

    Examples of Comprehensive, Dynamic, and Integrated Planning

    What is Next?


  7. Re-thinking Revenue Management
  8. Historical Perspective

    Existing System and Process Challenges

    Step-Changing Options: Opportunities and Challenges

    Customer Segmentation and Personalization

    Pricing and Fare Management

    Customer Experience


  9. Re-designing Services for Next-Generation Customer Experience
  10. Multi-industry insights





    Re-defining value and designing for it

    Mapping the experience

    Managing loyalty and brand

    Critical Success factors

    Building a platform

    Managing service and experience during disruptions


  11. Re-thinking the Airline Business for the Digital Era
  12. Platforms

    Digital Mindset

    Digital Technologies

    Digital Strategies

    Digital Workplace

    New Forms of Transportation


  13. Thought Leadership Pieces
    1. Loyalty at the Forefront of the Transformation Curve by Evert de Boer, General Manager Global Business Development, Travel, Aimia
    2. High-Level Check List for developing a Data Strategy by Gary Doernhoefer, Vice President & General Counsel, Journera
    3. Radical Digitization of Businesses by Stefan Jenzowsky, SVP, Siemens Convergence Creators
    4. The Flexible Flyer: Turning the Airlines Operating Model Downside UP by Dietmar Kirchner, Senior Aviation Advisor, Frankfurt/Germany
    5. Meeting the Expectations of Todays’s Connected Customers and Empowered Passengers: On-Demand, Real-Time, End-to-End by Raymond Kollau, Founder AirlineTrends
    6. Competition and Digitization by Dianchun Li, Chief Commercial Officer, Hong Kong Airlines
    7. How much a threat from Long Haul Low Cost by Keith McMullan and James Halstead, Managing Partners, Aviation Strategy Ltd
    8. Connecting the Dots at the Airports: The Potential of Transformation with Artificial Intelligence by Jim Peters, Chief Technology Officer, SITA
    9. The Future of Secondary Airports by Parm Sidhu, Airport General Manager, Abbotsford International Airport
    10. The changes & challenges affecting sales and distribution in the airline world by Trevor Spinks, Head of Sales and Distribution, Tiger-Scoot
    11. Shifting Mind-Sets from Asset Management to Customer Value while Building a New Speed into the Business by Chris Stevens, Managing Partner, Digital Partners and Robin Barlass, Director of Strategy and Support Services, Metro Trains
    12. The Evolving Paradigm of Interactive Selling based on Consumer Preferences by Ben Vinod, Senior Vice President and Chief Scientist, Sabre
    13. Leadership Challenges in a Disruptive Era by Monika Wiederhold, Managing Director, Amadeus Germany


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Nawal Taneja, whose experience in the aviation industry spans almost five decades, has worked for and advised major airlines and related businesses worldwide. His experience also includes the presidency of a small airline that provided schedule and charter service with jet aircraft and the presidency of a research organization that provided consulting services to the air transportation community throughout the world. On the government side, he has advised worldwide Departments of Civil Aviation, Finance, Economics, and Tourism in matters relating to the role of government-owned airlines and their management. Within the academic community, he has served on the faculties of the Massachusetts Institute of Technology (as an Associate Professor) and at Ohio State University (Professor and later as Chair of both the Department of Aviation and the Department of Aerospace Engineering).