As for the first number of steps in this process, the pre-flight services, it has become rather
technology driven. From having been an exclusively face-to-face or voice-to-voice
communication between passenger and airline or travel agency, digitalized alternatives have
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emerged with the development of computer technology in general, especially the internet.
In a historical perspective, these services can be regarded as offers to supplement the core
service, the actual transportation of the passengers. These add-ons to the core service gets
more and more important, since customers nowadays tend to get influenced by the service
process and the peripherals associated with the number one product