A few words that come to mind when we talk about ancillary revenues: airlines and airports. But with plenty written about airline ancillaries services being offered up carriers, airports get less attention.
Flight disruption, such as when there is a significant external weather event which affects multiple carriers – think Hurricane Sandy in the US at the end of last year – is a perennial problem for airlines and travellers.
What would you do if you arrived late for your flight and learned from the airport official that the gates are closed for departure? Would you go on a rampage and break the systems at the gate?
So we’ve had KLM Surprise at airports, where the Dutch airline doorstepped customers to give them a gift after mining their social media activity.
It’s no secret that the airport and airline experience for travellers is heading for a raft of changes over the course of the next few years as technology REALLY kicks in.