Mantey Nicholas, Vannie Naidoo, Saad Darwish
The 4th industrial revolution has made significant in-roads and expanded the way business is conducted today. Airlines are part of the service industry, and they should design their service offerings based on ICT's and new technologies to continue to retain millennials and other techno-savvy passengers who frequently travel with their airlines. It can be an effective competitive strategy to grow the segment of airline customers and remain sustainable. This research is on South African owned airlines. The key aim is to identify the perceptions of South African airline passengers concerning ICT's and new technologies employed by the airline and their implication on the service offerings and its Quality. The research surveyed passengers that travel on South African owned airlines. This research is quantitative, leaning on a survey-based research design method. The researchers used Likert-scale type designed to collect quantitatively-based primary data. Using the non-probability "convenient" sampling method, researchers collected from a sample of 684 passengers. The results indicated that South African owned airlines needed to improve their service offering by using ICT's and new technologies. Participants in the research were techno-savvy, the research's findings indicate that South African owned airlines have a strategic obligation to adopt new technologies as they may potentially improve service quality.