Airlines are moving to be retail-oriented

Why are airlines moving to be retail-oriented?

As the world slowly emerges from the pandemic, airlines are faced with the challenge of adapting to a new normal. Travelers are not only looking for safe and reliable transportation, but they are also expecting airlines to prioritize their needs and provide a seamless, retail-oriented experience.

Retail-oriented experience: the new strategy

Gone are the days when airlines could rely on their brand name and reputation alone to attract customers. Today’s travelers are more sophisticated and demanding than ever before, and airlines must rise to meet these expectations. To do so, airlines must adopt a retail-oriented approach that places the customer at the center of the experience.

At the heart of this approach is the need to provide a personalized and streamlined experience for each customer. This begins with the booking process, where airlines must offer a variety of options to suit different needs and budgets. Whether it’s a basic economy ticket or a premium business class seat, airlines must provide clear and concise information about the features and benefits of each option.

How does the retail-oriented experience work in-flight?

Once the customer has booked their flight, airlines must continue to provide a high level of service and support throughout the journey. This includes offering a range of in-flight amenities such as Wi-Fi, entertainment, and food and beverage options. Airlines must also be proactive in addressing any issues or concerns that may arise, whether it’s a delay or a lost baggage claim.

In addition to these basic needs, airlines must also focus on creating a more immersive and engaging experience for customers. This includes leveraging technology to offer personalized recommendations and promotions based on the customer’s preferences and travel history. Airlines must also be creative in their marketing efforts, using social media and other channels to build brand loyalty and drive engagement.

A retail-oriented vision cares about the customer

Ultimately, a retail-oriented approach requires airlines to view their customers as more than just passengers. By prioritizing the customer experience, airlines can build a loyal and engaged customer base that will continue to choose their brand for years to come. As the industry continues to evolve, airlines must be willing to adapt and innovate to stay ahead of the competition.


The future of the airline industry depends on its ability to adopt a retail-oriented approach that puts the customer at the center of the experience. By offering a personalized and engaging experience, airlines can build a loyal customer base and thrive in an increasingly competitive marketplace.

* Image by Rahul

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