2011世界航空公司产品服务创新案例.ppt

* At we are continuously on the lookout for innovative products and services launched by airlines around the world as a response to industry and consumer trends. Taking a cue from the famous line of sci-fi writer William Gibson that “the future is already here, it’s just unevenly distributed,” we are kicking 2011 off with our take on the 11 most innovative airlines to keep an eye on in the coming year. Be it either to learn from, get inspired by, or even copy from, the 11 airlines we have selected provide an overview of what innovative products and services passengers are experiencing on airlines around the world. The airlines featured on our list do not necessarily feature on the various ‘best airlines in the world’ surveys that are published regularly. We aimed to select airlines that have come up with interesting innovations in recent years, be it as part of a company culture of continuous innovation, a strategy to challenge the industry status quo, or as part of efforts to catch up after years of underinvestment. The full 11 innovative airlines report can be downloaded for free at 1. Air New Zealand Air New Zealand (ANZ) tops our 2011 list of most innovative airlines in the world, having redesigned its long-haul inflight experience from scratch. Innovations include Skycouches in Economy, inner and outer Spaceseats in Premium Economy, food and drinks ordering via the IFE system, while an inflight concierge hosts wine tastings and kids storytelling in the galleys. 2. All Nippon Airways All Nippon Airways (ANA) has upgraded its long-haul product (First Class suites, flat beds in Business, helicopter transfer to downtown Tokyo) to court business travellers at a time its major competitor JAL is restructuring. On short-haul, ANA has reduced free amenities, introducing paid options instead, and will also launch a low-cost carrier. 3. Lufthansa With the introduction of its first A380 in May 2010, Lufthansa has initiated a product revamp across its fleet, including a