Travel buyers must consider price, cost certainty, convenience, reliability, customer service, duty of care and other factors to determine what is best for their oranizations, according to [Blacklane CEO and Co-founder Jens] Wohltorf.
Airlines want to acquire and retain direct customers. Ground transportation helps but, in our view, only one scenario transforms customer retention and brand positioning.
After all, we are door-to-door travelers, not terminal-to-terminal flyers. Ground transportation is inherent in the travel chain, yet it also remains a gap facing airline customers with each trip booked. It is not a matter of if airlines will close this gap, but when they will provide a seamless end-to-end travel experience.
Specifically and most importantly, such an integration illustrates that airlines are beginning to look at travel beyond what their core service offers – airport-to-airport – to a wider, “travel” business covering door-to-door.
As traditional chauffeured suppliers and ride-hailing apps battle to coexist, travel buyers prioritize service and safety over price in dealings with their chauffeured car suppliers.