![]() ![]() “The newest systems airlines operate are 16-17 years old.” there is a complete misalignment between what customers expect online and what airlines can offer. He argued: “All our customers have become more digitally savvy during the pandemic. There is gulf between what consumers now expect online and what most airlines can offer, according to former British Airways boss Alex Cruz, who blamed the ageing technology systems most carriers operate.Ĭruz joined fellow airline chiefs at the World Aviation Festival in London in criticising carriers’ failure to utilise most of the passenger data they accumulate.
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