As FlySafair marks a decade in the air, CIO Eswee Vorster shares insights on the airline’s unwavering commitment to technology and innovation. In a comprehensive video interview with ITWeb, Vorster delves into how digital obsession fuels operational efficiency and enhances passenger experience, alongside exploring the potential of artificial intelligence (AI) in aviation and addressing the feasibility of inflight WiFi for the low-cost carrier.
Embracing Digital Transformation
FlySafair’s journey towards digital transformation is twofold, focusing on internal operations and passenger interaction. Vorster highlights the airline’s investment in technological enhancements, from small tweaks to significant innovations, aimed at streamlining processes and improving operational efficiency. The adoption of robotic process automation (RPA) has been particularly successful, automating routine tasks to save time and costs, thereby reallocating human resources to more critical aspects of the airline’s operations.
Enhancing Passenger Experience
In today’s tech-savvy world, FlySafair is keen on providing hassle-free digital solutions to its passengers. The airline has significantly embraced digital channels like its website, mobile app, and recently, a WhatsApp chat commerce channel, to interact and transact with customers. These initiatives not only cater to the modern traveler’s preference for mobile messaging and payments but also ensure continuous engagement throughout their journey. However, challenges such as handling the surge in traffic during promotional events have been part of the learning curve in refining these digital services.
Future Prospects: AI and Inflight WiFi
With the buzz around AI, Vorster expresses FlySafair’s curiosity and cautious optimism about leveraging AI in the aviation industry. The focus is on data mining and machine learning to explore unknown territories and enhance the airline’s competitive edge. However, when it comes to offering inflight WiFi, Vorster is clear about the need for a compelling business case. Given FlySafair’s low-cost model, any additional service that could potentially increase operational costs and, consequently, ticket prices, must be carefully evaluated. While not dismissing the idea entirely, particularly for longer regional flights, the immediate priority remains on maintaining low costs and ensuring affordability for passengers.
As FlySafair continues to navigate the evolving digital landscape, its commitment to innovation and efficiency underscores its strategy to not only adapt to industry disruptions but also to set new benchmarks. The journey ahead is promising, with technology playing a pivotal role in shaping the future of low-cost air travel, albeit with careful consideration of its impact on the airline’s core values and customer promises.