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Customer Self-Service: US Airways Eliminates Customer Drag
By David F. Carr
2006-10-02

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Customer Self-Service: US Airways Eliminates Customer Drag - ' Customer Relationship Management Then '
( Page 4 of 4 )

and Now">

Then and Now

Travel: Customer Relationshipment Management
5 Years Ago	Today	5 Years From Now
Airlines working with online travel agencies, starting to generate own Web site sales.	Direct sales over the Web an increasingly important differentiator for airlines.	Airline bookings done via cell phones and other mobile devices.
Check-in kiosk deployment beginning.	Check-in kiosks pervasive; wireless check-in devices starting to be used to bust lines.	Carriers start wider deployment of kiosks that can process check-in requests for multiple airlines; more wireless options available.

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