Airline Retailing – Strategies how to Grow Revenue and Enhance Customer Experience
Learn how to transform airline retailing challenges into business opportunities by mastering key strategies that drive revenue growth and enhance customer experience.
@ Aeroclass
Course description
Retailing is one of the most important yet often misunderstood areas in airline distribution today. With traditional profit margins on flight sales remaining low, retailing offers an opportunity for airlines to diversify revenue and strengthen customer loyalty.
This course provides an in-depth overview of airline retailing strategies and their practical applications. Participants will explore how to identify new revenue opportunities, understand evolving customer expectations, and develop actionable retail strategies supported by real-world examples and benchmarking exercises.
Through interactive discussions and workshops, the course demystifies industry buzzwords, examines the technologies and methodologies driving modern airline retailing, and guides participants in building a strong business case for retail initiatives.
Participants enrolled in this class will get access to the A Complete Guide to Airline Retailing course 14 days before class starts and it is strongly recommended they complete it before the Day 1 of the training.
Learning outcomes
At the end of this class, participants will be equipped to:
- Understand the fundamentals of airline retailing and its business significance
- Identify key customer touchpoints and revenue opportunities along the journey
- Assess and benchmark retailing techniques and industry best practices
- Develop a hands-on “how-to” plan and business case for retail implementation
- Link retailing initiatives to customer experience, loyalty, and lifetime value
- Evaluate future retailing trends and their potential impact on airline operations
Who should attend
- Airline commercial and marketing managers
- Product and customer experience specialists
- Revenue management and distribution professionals
- E-commerce and digital transformation teams
- Airport retail and partnership managers
- Aviation business development professionals
Meet your instructor
Ann Cederhall
Working as an independent consultant in the aviation industry with more than 20+ years of experience Ann has proven expertise in retail, e-commerce, digitization, innovation, project management, and delivery. Key knowledge areas include NDC, ONE Order, corporate booking tools, airline website management, shopping, and merchandising. She has an extensive record of delivering business value across the globe having lived and worked in 10 countries.
Ann has worked with more than 15 airlines including Lufthansa Group, SAS, Norwegian and Philippine Airlines. At Lufthansa Group she implemented all the NDC direct connect solutions. In addition to airlines, she has worked on the TAP/TSI Intermodal Rail project as well as for industry technology providers like ATPCO, Amadeus, and PROS.
She is a frequent speaker and panelist at industry events and has published several high noted articles in the travel industry press. Passionate about women in aviation she is a board member of WAI Scandinavia Chapter and actively engages in Girls Aviation Day as well as a co-founder of LBF, Ladies Beyond Flying, recently recognized by the LinkedIn Groups Inner Circle Program as one of the most engaging groups on LinkedIn.
The opportunity that airlines have to create amazing customer experiences and lifelong loyal customers is so unbelievably huge that I believe we're on the cusp of a massive airline industry transformation.
Why you should attend?
Retailing has become a defining factor for airline profitability and customer engagement. As digitalization reshapes consumer expectations, airlines must evolve from ticket sellers into strategic retailers.
This course provides the knowledge, tools, and hands-on experience to help you navigate this transformation. You will learn how to identify and capture new retail opportunities, connect retailing to the broader customer journey, and align your strategy with the technological realities of modern distribution.
By the end of this training, you’ll be ready to take a leadership role in building and implementing retail strategies that increase revenue, improve customer satisfaction, and future-proof your organization in an increasingly competitive marketplace.
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