The struggling airline business sees the merger of US Airways and America West—fueled by enhanced customer-service technology—as a strategy for revenue growth.
Then and Now
|Travel: Customer Relationshipment Management
|5 Years Ago
||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.