Turkish Airlines invests in technology, services to improve customer experience

Turkish Airlines, a leading global airline with over 300 aircraft (passenger and cargo) flying to over 300 destinations worldwide has said that it will continue to invest hugely in technologies, equipment and services to give customers an experience they will hardly find in any other airline across the world.

The airline which has built a good connection for passengers travelling across the world through its extensive network, central, strategic, unique position of its Istanbul hub, which bridges two continents, has stepped up in meeting the rising demand occasioned by increase in passenger number through investments in its product offerings.

Speaking during the 10th year anniversary of its Corporate Club Conference in Istanbul, Mehmet Ilker Aycı, chairman and CEO of Turkish Airlines said Istanbul has become a natural hub for Turkish Airlines and how the airline will take advantage of the hub to take passengers to their various locations is important.

Aycı said what is more important is that the airline is changing its technologies and the way it is doing business to give passengers the best of experiences.

“Our most important competitor is ourselves. We look at what passengers expect from us and how we can improve their comfort and make them happy. From the beginning to the end, we want the process to be a great experience for them. We want you to feel at home irrespective of your nationality. What is most important to us is your comfort. This is the traditional Turkish experience.

“Not everyone can give this feeling to customers. We make you feel like you are being taken care of at home. Whether you are in economy or business class, we take care of your experience.

“In the last 15 years, Turkish Airlines have grown three times more and we are still growing and changing our technologies to newer ones,” he said.

Speaking on the airline’s fleet, the CEO said Turkish Airlines has the youngest fleet in the world. “We have changed everything from corporate identity, to appearance, to uniforms amongst others.”

On the suspension and resumption of Boeing 737 MAX aircrafts on its fleet, Aycı said the airline awaits the investigation of the Federal Aviation Administration, (FAA).

“FAA is a reliable organisation. I believe in them and I have a strong conviction that FAA will do their job. They are working on it and they are making additional and security measures. The passenger perception on the aircraft is also there and this is a challenge. We are committed to the safety of passengers. Our job is to give maximum safety and high quality services. Our first priority is safety. We have built the largest airport in the world and we are currently building the largest maintenance facility in the world,” he explained.

Global business travel trends

Also speaking at the event in Istanbul, Melanie Garrett, vice president, Supplier Strategies, Global Business Travel Association, (GBTA) spoke on business travel trends that are been affected by slow economic growth, trade uncertainty and emerging markets.

She said Turkey is the 17th largest business travel market in the world, with spend of 14.7 billion dollars in 2018.

According to her, by 2020, modest air price growth is expected in North America (2.4percent), Western Europe (1.5 percent), Asia Pacific (2.2percent), Latin America (3.2percent), Eastern Europe(3.2percent) and Middle East and Africa (2.2percent).

For modest hotel price growth expected in 2020, she explained: “North America (2.4percent), Western Europe (1.7 percent), Asia Pacific (2.2percent), Latin America (4.5percent), Eastern Europe (4.1percent) and Middle East and Africa (2.5percent).”

Garrett disclosed that the best ways to cut cost but maintain productivity are to reduce the number of business trips but spend the same amount per trip and reduce the quality of travel but travel at the same frequency.

On travel policies globally, she advised that travellers must follow rules to be reimbursed and must be abreast with set of rules and guidelines that allows for exceptions and flexibility.

She stressed that regardless of region, technology is a major part of the travel manager’s role.

She said some of the yardsticks to measure for effectiveness include traveller feedback, cost savings mechanisms, policy compliance, employee productivity, return on investment for airlines, employee retention, appeal to potential employees and return on investment per trip.