We may not have the “beam-me-up-Scotty” technology that late television screenwriter Gene Roddenberry imagined when he created Star Trek in the 1960s, but we’re getting close.
In fact, some of the travel innovations we accept as run-of-the-mill today were still bordering on the realm of science fiction not so long ago. As Global Traveler begins its ninth year of publication, we can’t help but marvel at the innovations that have impacted the world of travel since our debut issue in February 2004.
“Probably the greatest innovations over the past several years have been the way we communicate with our customers and the flying experience itself,” says John Jackson, vice president, marketing and sales for Korean Air. “Internet and mobile access have definitely shifted the paradigm. Constant IT improvements make it possible to interface with passengers with a timeliness like never before.”
Jürgen Seibenrock, vice president, the Americas, Lufthansa, agrees.
“Innovation and technology both play a much greater part in the overall travel experience,” says Seibenrock. “In today’s lifestyle, people want to stay connected, wherever they go. Technology has also increased the self-service aspect of travel and has made it easier to connect with the airline via text message services, Facebook or Twitter.”
From a practical standpoint, innovations in technology are having a positive effect on the travel experience. Global Traveler reader and frequent traveler Frank Reilly cites Global Entry, the U.S. Customs and Border Protection program that allows expedited clearance for pre-approved, low-risk travelers upon arrival in the United States, as a key convenience for frequent international travelers. Once qualified, arriving passengers may enter the United States by using automated kiosks located at select airports.
“Global Entry, the new kiosk immigration service, has been the biggest help to me,” says Reilly. “Since enrolling a number of years ago, I have never spent more than five minutes in immigration or, after retrieving my bags, in the customs line.”
Reilly also cites kiosk check-in and smartphone boarding passes among the top travel innovations introduced in recent years. That observation is right on the money as far as airline industry veteran Bill Noonan is concerned.
“The concept of ticketless travel and advance boarding passes was actually talked about as early as the 1970s,” says Noonan, general manager of sales, the Americas, for Asiana Airlines. “However, it wasn’t until 1995 that the process finally started to become a reality. Today, virtually all airlines provide their customers with ticketless travel based on a PNR — passenger name record.”
“Estimates suggest the cost savings associated with changing from a paper ticket to a passenger record designator is 15-fold,” Noonan continues. “The real benefit to passengers, though, is being able to avoid check-in lines by having their boarding passes and seat assignments confirmed and in hand 24 hours prior to departure.”
Advances in technology have also enhanced the passenger experience when it comes to communicating with airlines. While most frequent travelers would agree there’s nothing more aggravating than attempting to navigate a maze of “Push 1 for …” and “Please enter your reservation code …” automated options when trying to reach an airline representative via the telephone, the good news is Internet technology at its best makes it easy to find and book flights, change schedules, claim frequent-flyer miles and — when a phone call routed to an offshore customer service agent goes haywire — tell the airline exactly what you think of their business model.
“The most important and powerful development for the traveler in the past decade has been the access to information we now have via the Internet,” says Global Traveler reader Frank Brightwell. “Whether through vendor sites or via blogs and Twitter, the information I can gather before I leave the house is incredible — and communication goes both ways. Service providers also have immediate access to feedback from their customers.”
It’s probably safe to venture that customer feedback is at the root of some of the travel industry’s major advancements when it comes to comfort and convenience.
“Many international airlines are offering passengers a more relaxed flying experience designed around lounges, shops and social areas,” observes Korean Air’s Jackson. “There’s definitely a race among the top airlines for comfort, spaciousness and service.”
“Over the past nine years we’ve witnessed three significant innovations in commercial air travel,” says Ken Bright, vice president, Singapore Airlines. “First among them is an industry-wide trend toward improved passenger comfort in all classes of service, often to levels never dreamed of in the past. While private first-class suites and lie-flat business-class beds are the most obvious examples, greatly improved economy-class seat ergonomics and 1,000-plus personal entertainment options at every seat mean that all travelers have benefited from this trend.”
Qantas is also at the forefront of front-to-back innovations when it comes to comfort.
“Our Airbus A380 showcases how far our product and services have come,” says Wally Mariani, Qantas senior vice president, the Americas. “Our first-class suites and business-class beds ensure you sleep as soundly as you would in your own bed, while our economy-seat ergonomics and spacious premium-economy seats are designed to maximize comfort.
“We have revolutionized in-flight dining, and we offer 5-star restaurant-quality meals,” adds Mariani. “Plus, passengers have abundant options to amuse themselves during flights with our ever-improving array of in-flight entertainment options.”
When it comes to industry buzz about the superjumbo jet set, Korean Air and Emirates are at the top of the heap for Airbus A380 innovations. Korean Air’s retro-style in-flight business-class lounge is earning kudos among sky-high socialites, and the onboard shower room in Emirates’ first-class cabin is cleaning up.
“The best innovation yet is Emirates’ onboard shower,” says Global Traveler reader Daniel Green. “The A380 cabin design has opened up a new world for premium travelers. Korean Air’s in-flight lounge gives business travelers the ability to move around instead of feeling trapped on a long-haul flight.”
Technology as we know it today also impacts the travel experience in ways that may not be so obvious by heading off potential glitches before they become major problems.
“In addition to services like mobile check-in and mobile boarding passes, upgrade-eligible customers can now routinely check their status on departure monitors to see where they fall on the upgrade list,” says United Continental spokesman Rahsaan Johnson. “We also have systems to automatically rebook passengers if their fights are canceled or if they miss a connection due to inbound delays. Travelers can pull up their new itineraries on their smartphones, so they have much more control and can rely less on agent assistance if they don’t need it.”
So let’s recap. Since our debut issue in February 2004, the premium air travel experience has improved dramatically when it comes to comfort, convenience and access. We’re confirming reservations, selecting seats and accessing boarding passes via mobile devices that fit in our pockets. Once on board, we’re enjoying 5-star cuisine before settling in to select entertainment from 1,000-plus options or reclining our seats to sleep in a fully flat bed complete with a cozy comforter and plush pillow. Upon arrival at our destination, we’re presenting easy-to-scan passports or, if qualified, breezing through the immigration process via a Global Entry kiosk.
All that, and we’re also reaching our destinations faster than ever.
“The advent of ultra-long-range aircraft means that nearly any two points on Earth can be connected with a non-stop flight, shortening overall travel times and improving convenience for global travelers,” says Singapore Airlines’ Ken Bright.
With a nod to the past and an eye on the future, I can’t help but wonder if Gene Roddenberry’s imagination may have been a precursor to reality.
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