Swoop president Steven Greenway, speaking at the CAPA Global LCC Summit, stated (25-Feb-2019) technology companies like Google and Amazon have the potential to reduce airlines to undifferentiated service providers because they increasingly own the distribution layer and the customer relationship. Mr Greenway noted technology companies have "far, far more interactions with our customers than we do". He added that these companies could end up owning "the whole transaction until the passenger steps onto the aircraft".
Swoop president: Technology companies interact with our customers far more than we do
25 February, 2019