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10 January 2020 | Blog

From IATA Resolution 830d to dark mode: 5 trends airlines should focus on in 2020

Passengers responding to a recent IATA survey said they want travel providers to focus on innovation, facilitating seamless journeys and improving disruption management.


In our latest webinar, 5 communication trends set to define passenger experience in 2020, Al and Mike from our Business Development team took 25 minutes to talk about the key areas travel companies need to focus on this year if they want to create a premium passenger experience that drives revenue and customer loyalty.
View the webinar on-demand now to find out more about:

Obtaining contact details

55% of passengers want real-time notifications if their flight schedule is disrupted – and airlines that focus on the completeness of their database will be in the strongest position to provide this. View the webinar to hear our tips on how to secure contact details for every booking and how to fill in any gaps you may have in your systems.

IATA Resolution 830d

The 2019 update will remain crucial to airlines; those that prioritise it and incentivise travel agents to work with them to gather contact details from all passengers will benefit enormously from improved volumes of contact details. Find out how we help our customers in this area.

Multi-channel communications

Being available for your customers at every stage of their journey will be more important than ever in 2020. 63% expect to be able to contact brands via social messaging platforms and if you’re dealing with international markets, you need to have a presence on the platforms used most in every country, not just your own! While email, SMS and WhatsApp are all important channels, they are not enough to deliver the seamless experience passengers expect individually.

Dark mode

Dark mode is changing the way all brands need to approach email design. Whilst leading airlines are already making sure their brands are presented in the best way, the potential negative reputational impact of getting dark mode wrong means it should be a top priority for all communications teams this year.

Dynamic touchpoints

We look at how to bring together the wealth of data available across multiple systems to offer a hyper-personalised experience that maximises revenue generation and customer loyalty. We also discuss how travel companies can use chatbots effectively - including ensuring you’re offering just the right level of choice - during periods of disruption.


Hyper-personalised, real-time, multi-channel communications are essential for any airline striving to meet the demands of modern travellers. To find out more about how you can deliver an industry-leading service in 2020 and beyond, view the webinar on-demand now.