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OM³: Divide & Conquer in Travel Retail – Interview Kian Gould & Martin Moodie

October 22, 2019
About the author Sarah HeimSarah Heim
Content & Marketing Communications

***AOE's OM³ is now part of Omnevo***

In this interview with Martin Moodie, founder and chairman of "The Moodie Davitt Report", AOE founder and CEO Kian Gould explains how OM³ as Airport, Airline and Downtown Edition will better meet the various requirements of the different travel retail players in the future. At the TFWA World & Exhibition Conference, the experts talk about current developments in the aviation industry and give an outlook on future projects and developments.

Airport Edition: Implemented Projects and Learnings

In an update, Kian Gould reports on the success achieved so far with the Airport Edition at Frankfurt Airport, London Heathrow Airport and Auckland International Airport. It also reveals what lessons have been learnt, which projects are in the starting blocks - and in which direction the general development is heading.

Airline Edition: Potential and Outlook

Is Inflight Retail outdated? Kian Gould explains why airlines have enormous potential to become big E-Commerce players, what really matters – and how Singapore Airlines was the first airline to take the step in this direction. With the upcoming Avianca rollout, a smaller-scale rollout will also take place.

Kian Gould

Kian Gould

CEO and Founder / AOE
One of the core drivers for the division into three editions is to make OM³ more attractive for smaller players. You don't necessarily need all of the complex functionalities; that's how you can reduce initial costs. Our goal is to create a solution for almost everybody in the aviation ecosystem, not just the biggest airports and airlines."

Aviation

How airlines can regain trust, loyalty and revenue by taking control of the digital customer journey.

December’s World Aviation Festival in London was a great opportunity to bring the industry together and, although attendance was inevitably lower than normal, there was a strong conference program that carried a mood of guarded optimism. Best of all, I was delighted to see just how strongly the focus was on real action to drive ancillary revenue and recovery.  Much of 2021 has been spent waiting for a recovery to be established and many airlines have understandably been hesitant (or unable) to commit to new investment or major change in their customer operations. The long hoped-for recovery has been impossible to forecast accurately and many airlines opted to simply ‘hunker down’ and wait until a clearer path can be seen through the storm. That strategy carries deep risks. We now face a new phase of crisis as Omicron sadly develops its global presence but the fact is that the world will continue to turn, people will continue to travel, the crisis will eventually recede, and traffic will return. Airlines need to be preparing right now to create the customer experience that the recovery will demand.  Yes, the picture of how the 2022 travel market will look in recovery is still blurred right now - but the key point is that we do already know exactly what the returning customer looks like and what they want. We have a clear understanding of the experience they want - and we have the digital tools to deliver that experience.