Forum Highlight | Aliya Bazhenova, Marketing Manager at FlyArystan, delivered a compelling session on how digital marketing can drive self‑service adoption and cut operational costs in aviation

At the Low-Cost & Hybrid Carriers Asia Forum 2026, held on 28–29 May in Shanghai and organised by Wernosa | Aviation Events & Intelligence Asia, Ms. Aliya Bazhenova, Marketing Manager at FlyArystan, delivered a compelling session on how digital marketing can drive self‑service adoption and cut operational costs in aviation.

Drawing from FlyArystan’s Skytrax Award‑winning experience (2023‑2025), Aliya shared a clear, data‑driven message: confused customers cost airlines money – and the remedy is proactive education embedded across the passenger journey.

Three core insights from her presentation:

Customer confusion directly drives operational drag

More calls, more delays, and more manual work all stem from passengers who cannot self‑serve. Aliya showed that reducing friction through education lowers costs and improves turnaround times – especially critical for hybrid/LCC models with high passenger volumes and tight airport schedules.

Large‑scale, campaign‑driven learning works

FlyArystan launched the “It’s Easier When You Know” campaign to pre‑emptively teach customers how to use digital tools, understand baggage policies, and navigate airport processes. The result: fewer bottlenecks, less reliance on ground staff, and a smoother operation.

Gamification turns passive information into active retention

Education alone is not enough – it must be engaging. FlyArystan embedded incentivised learning (e.g., quizzes, interactive modules) into the digital journey. This gamified approach boosted knowledge retention and motivated passengers to complete self‑service actions before arriving at the airport.

Her closing message to the industry:

“The future of aviation is not cheaper tickets – it’s smarter customers. Education should be embedded in the digital journey, marketing must own customer understanding, and self‑service requires proactive enablement.”

For hybrid and low‑cost carriers operating in high‑density, time‑sensitive environments, Aliya’s session made it clear: investing in digital customer education is not a soft add‑on – it is a direct lever for operational efficiency and cost reduction.

Low-Cost & Hybrid Carriers Asia Forum 2027– coming soon. Stay tuned!

info@wernosa.com | www.wernosa.com

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