Digital Transformation in Cabin Crew Department:

A Comparative Qualitative Research in FSC and LCC Airlines

Abstract

Digital transformation has become a critical activity for competitiveness in many sectors, including the airline industry, a key segment of the tourism transportation sector. Digital technologies continue to improve airlines' working methods daily, and cabin crews are also affected by this transformation. This study investigates digital transformation activities carried out in the cabin crew departments of airlines that adopt different strategies and examines their impact on operational processes. The research was conducted using qualitative methods in two airline companies operating in Turkey: one being the flag carrier Full-Service Carrier (FSC) and the other a Low-Cost Carrier (LCC). Semi-structured interviews were conducted with participants face-to-face and via video conference, using the deliberate sampling method. The obtained codes were grouped under themes, and the data was analyzed. The findings reveal that digital transformation in FSC and LCC airlines is achieved through various applications with similar features, and that both types of airlines improve their operational processes through digital transformation.