There are a number of major areas where we believe future developments in IT will create change within the airline industry.
One of the greatest impacts will come from the increasing influence of consumer review websites: for example, Tripadvisor.com, Airlinequality.com, Reviewcentre.com and other such sites.
In the first phase of the Internet's penetration of the industry, websites proliferated - offering transparency on ticket prices. These consumer review sites are evolving with the "architecture of participation" (or Web 2.0), encouraging users to add content to the website describing and rating their experiences. This is typified by resources such as BA's recently introduced Metrotwin social networking site.
A spotlight on standards
The rise of participating consumer review content will throw a large spotlight on product and service standard differences between airlines. Airlines that treat passengers with indifference will find it much harder to retain existing passengers and to attract new ones.
Knowledge drives consumer behaviour
Passengers will develop a good knowledge of the service and product to expect of each airline. For example, crew service standards, seat pitch, meals offered, drinks offered, in-flight entertainment (IFE) experience and so on. With that knowledge and insight, they will make their choices accordingly.
We anticipate that this extensive consumer knowledge of airlines' relative merits will increasingly drive consumer behaviour. Airlines delivering a sub-standard product and treating passengers with indifference will eventually go out of business.
Enhancing journeys, saving costs
The drive towards integration enabled by the Internet, open source software, service orientated architecture and mobile computing will, we believe, also continue to create change in the airline industry.
It will lead to a number of opportunities for airlines to enhance a passenger's journey experience and to simultaneously save costs.