Air New Zealand is set to embrace technological innovations and digital channels to better communicate with customers, and also to therefore increase onboard ancillary revenues (Future Travel Experience, Jun-2017). Air New Zealand manager direct ancillary revenue, commercial Dianne Parry-Ernst stated the carrier has been examining the customer journey to identify stages where ancillary products have a limited presence and strengthening the retailing approach at these key points in order to increase customer awareness and offer customers the right product at the right time, via their preferred platform. An example of this strategy includes the launch of the artificial intelligence-powered chatbot, Bravo Oscar Tango or Oscar, to improve customer communication.
Air New Zealand strategy to increase ancillary revenues includes embracing tech innovations
20 June, 2017