Digital transformation of the airline industry

Currently, digitalization is shaping all fields in a manner that is comparable to any other significant events that have positive influences in the economy. The airline industry is participating actively in digital innovation due to its cost structure, security dependence and competition intensity, to improve customer experience and financial performance. 

Therefore, this paper investigates passengers' experience on current and latest digital infrastructures applied in different stages of a flight by using the survey questionnaire. The paper separates the methodology and analyzes the survey results from qualitative and quantitative methods. 

Then the survey data is used to discuss how passengers are influenced based on different indicators, such as age groups and annual flight time. According to survey respondents' evaluation, relevant problems in the airline digitalization process were pointed out and relevant suggestions were made.

Keywords: digital transformation, digitalization, airline strategy, passenger experience, digital infrastructures, service
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