DIGITAL TRANSFORMATION AND THE NEW ERA IN AVIATION BUSINESS

Abstract

            This article aimed to study the use of digital technology, contactless innovation of the current aviation business, and the benefits, limitations, and adaptation to digital transformation in the aviation business. Nowadays, the aviation industry is facing a significant change driven by the power of digital transformation, which is an important tool to improve the travel experience. Digital technology is integrated in every stage of the journey, from the ticketing process to the baggage claim stage, to provide a smooth and seamless travel experience. It is also a touch reduction, which was crucial in the course of the recent Covid-19 pandemic. At the present, the aviation business has introduced digital technology to provide services at every step of the journey, such as booking tickets, contactless payments, travel check-in via application or website electronic passport, automatic loading of luggage, automatic immigration, and automatic airplane boarding gates, etc., which provide passengers with a smooth and seamless travel experience. Contactless technology can help improve operational efficiency by reducing the need for human interaction. This frees up employees to focus on other tasks, such as customer service and reduces waiting time. Airlines need to adapt themselves to meet modern changes, budget resources should be allocated and planned to support digital transformation including preparing to find and train employees to have skills in managing digital technology. However, digital technology may not be able to solve some complex service problems. Therefore, existing technology should be developed to make it easier for people to use in order to gain a competitive advantage and step into the digital transformation efficiently.