In the next five years, several emerging trends will reshape the aviation industry, fuelled by rapid technological advancements, changing customer expectations, urgent sustainability demands, and the necessity for legacy modernisation. This evolution will redefine how we operate in the skies. 

Technological disruption: AI, data , and personalisation

The continued disruption from innovative technology is reshaping aviation companies end-to-end, from internal operations of aviation companies to their customer-facing services. The most critical trend is the rise of artificial intelligence (AI) and data analytics. These technologies are becoming democratised across the board.  

In maintenance and operations, AI is becoming embedded into predictive maintenance systems, fueled by data analytics, aiming to reduce aircraft downtime by anticipating mechanical issues before they occur. Then there are more customer facing applications, such as AI-powered chatbots improving customer service by offering instant support, and personalised recommendations throughout the journey with in-flight experiences being tailored to the individual across in-flight entertainment, meal preferences, and seat choices aligned to individual tastes. 

Evolving abilities to draw insights from data is now allowing airlines to tailor their offerings to individual customers, and they are accelerating towards the goal of 1-1 personalisation, using machine learning algorithms to analyse customer data in real-time, offering targeted services such as seat upgrades, lounge access, or travel recommendations. 

In a competitive market, many airlines see customer experience as a key point of differentiation and are therefore seeking to elevate their service from the competition through the use of innovative technology like AI.  

Unfortunately for many, their visions and ability to utlise these new digital services are often inhibited by inflexible legacy technology stacks, or poor quality data foundations. The demand for IT modernisation has grown significantly since the COVID-19 pandemic, which exposed the limitations of legacy systems. Legacy technology modernisation should be a top priority of the C-suite of airlines, without which they will be unable to flex and adapt to ever-changing market conditions, emerging technology, and customer requirements. In turn, organisations risk falling behind, losing out at the point of experience and allowing more digitally-native experiences to fill a gap in the marketplace they are unable to provide.  

Blending digital and physical experiences

As customers continue to shop and browse on their phones, and with Gen-Z coming into the height of their purchasing power, a key trend reshaping the industry is the integration of digital and physical to create a seamless passenger experience.  

This trend is evident specifically across retail and digital journeys, with airlines looking to capitalise on the 'moments that matter'. In aviation, this means creating seamless, personalised experiences that span the entire customer journey, from browsing for flights at home, to moving through the airport, to flying and returning home. As passengers have an increasing expectation for digital solutions to be integrated into their journeys, airlines are developing ways to use technology to enhance the in-airport and in-flight experience.  

Airlines are investing in solutions that expedite airport processes like biometric check-in and boarding, provide more data to customers to ease travel concerns such as real-time flight and baggage tracking, and prevent or remediate poor experience automated customer service bots to help provide 24/7 service throughout your journey. 

Airports are also incorporating technologies like augmented reality (AR) to help passengers navigate terminals more efficiently. For example, some airports are experimenting with interactive digital screens on luggage trolleys that provide real-time maps and retail recommendations. These technologies help create a more immersive and engaging experience for passengers, especially during the lengthy wait times in airports. 

By capitalising on moments that matter, such as during flight delays, or when passengers have downtime, airlines can offer value-added digital services that boost engagement and drive ancillary revenue. The challenge for airlines is to implement digital solutions in a way that complements the physical passenger experience, rather than detracting from it. 

Balancing growth and sustainability

The future of aviation requires a constant balance of the pursuit of innovation and growth with a keen eye on sustainability. For C-suites and IT leaders, reducing emissions whilst modernising operations can go hand in hand, decommissioning old technology and moving to the cloud to reduce waste will help to remove tech debt whilst also building sustainable foundations that enable modern experiences.  

With the continued integration of evolving tech like AI, airlines must consider how to balance investments to unlock the growth that these channels offer, and de-couple IT and operations from the ways of the past. 

With technological advancements, sustainability initiatives, and evolving customer expectations shaping its future, the next five years promise to bring exciting changes to how we travel. By staying at the forefront of these trends, airlines and aviation companies can ensure they are well-positioned to thrive. 

Fuel, aircraft, and green technology

There is also increasing pressure to lower carbon emissions and reduce environmental impact. The adoption of Sustainable Aviation Fuel (SAF) offers a greener alternative to traditional jet fuel and can significantly reduce the carbon footprint of flights, helping airlines meet stringent emissions targets. 

In addition to SAF, the industry is exploring electric and hybrid-electric aircraft for shorter routes. These innovations are still in their infancy but represent a critical step towards a more sustainable future. While it may take time for electric aircraft to become mainstream, their development highlights the industry's commitment to reducing its environmental impact. 

From a technology perspective, companies like BJSS are working to support the sustainability agenda by offering green software development and IT transformation services. Modernising the technology landscape of airlines to prioritise energy efficiency and sustainability ensures that organisations are embedding genuine, long-term sustainability into their operations — not simply offsetting their emissions. 

At BJSS, the focus is on helping clients modernise their legacy systems while integrating sustainable practices into every aspect of their operations. This includes developing green software solutions and using AI to drive both operational efficiency and customer satisfaction. Find out more here.