Icelandair on maintaining ‘authenticity’ when diversifying its product offer
In a bid to foster greater customer loyalty and diversify its offer, budget airline Icelandair looked to a tech solution to solve a customer pain point.
Diversification has become vital for brands looking to stand out – particularly those operating in competitive categories. And there’s few more challenging than the aviation industry where airlines are constantly searching for ways to stand out from the crowd and diversify their revenue streams.
Budget airline Icelandair has taken an unusual step in this direction by launching an eSIM service that caters to the evolving needs of its tech-savvy passengers.
By integrating this new service into its broader customer experience strategy, Icelandair is not only providing a unique value proposition but positioning itself as an airline that thinks beyond just the flight, says director of customer experience and loyalty, Helga Huld Bjarnadottir.
