The digital evolution of inflight retail April 21, 2021 At the World Aviation Festival this week, industry experts have tackled the possibilities which digital holds for inflight retailing and customer service Airlines risk seeming “old-school” and out of touch to customers emerging from lockdowns with a new digital focus, according to AOE CEO Kian Gould. The global lockdowns brought on by the pandemic have accelerated existing trends, Gould believes, bringing new shoppers into the digital realm and heaping pressure on all companies to keep up with the pace of change. “Even the generation that to us e-commerce people seemed lost to e-commerce,” he explained, “They have started doing more online.”