Assessing the Impact of Technological Advancements on the Consumer Experience in Commercial Aviation

Abstract

Technology has played a major role in changing the passenger experience in commercial aviation. Various laws and regulations in the aviation sector once prevented airlines from setting their own fares, but the eventual deregulation of this sector allowed airlines to create new business models and increase their profitability. This development led to greater competition between airlines and two main models developed: legacy and low-cost. A major trend since deregulation has been the decreased seat pitch in airplanes in order for airlines to maximize their profits. Utilizing classes such as first, business, and economy has allowed companies to negotiate seat pitch with a given price difference per option. The amenities that are available in the air have changed as a result of technological advancements as well. There has been a dramatic impact on inflight entertainment as a result of the better television technology and the development of touch screens. However, travelers believe that the quality of inflight meals has progressively declined. In addition, the impact of artificial intelligence has been massive for airlines, making certain processes more convenient for both the company and passengers. Although most individuals presume that airline companies receive a large profit per passenger, this is not the case since the cost for an average ticket in the commercial aviation industry has increased minimally compared to other industries. This paper analyzes the effects of such factors on the commercial aviation industry and whether the consumer experience has been positively or negatively impacted by them.