As advancements in digitization and technology continue to drive and change the market place new trends and forces have been seen in the aviation industry. Customers want to feel as if their experience with an airline is personalized to them. In order to try and meet this need airlines have created loyalty programs which “deliver personalized service and offers to business and leisure customers” (Kletzel & Terry, 2017). Additionally, airlines have begun to reach out to their customers by means of social media, mailed surveys, and advertisements. This allows the airlines to determine what their potential customers are looking for in as little time as possible. Currently, infographics are a trend in the aviation market. Infographics are simple visual graphics that deliver information to customers in very little time. Furthermore, social media has been a trend in the market for the past few years now. Southwest took advantage of this and began posting comical in-flight videos to the Facebook and Twitter account in order to attract a larger customer base.