INSIGHTS

For decades, the airline industry has focused on filling seats and managing yield. While important, these metrics overlook a crucial asset: the long-term value of the customer.

Economic turbulence. Fiercer competition. Rising costs. In times like these, airlines can’t afford to treat passengers as faceless bookings. Retention isn’t guaranteed. Growth isn’t automatic. The only durable strategy is trust.

Knowing your customer’s future means first remembering their past. A traveler’s history — the flights they took, the delays they endured, the patterns they formed — is as vital as predicting their next move. Without memory, prediction is guesswork; with it...

In this piece, we look at how everything changes in an airline once you truly know your customer. It’s not just about data — it’s about empowering staff, connecting touchpoints, and turning routine service into something personal...

Low-cost carriers win on price — but not always on loyalty. This article explores how traditional airlines can outcompete LCCs by delivering smarter, more personal, and more proactive service that turns passengers into long-term customers...

Disruptions are the moments passengers dread — delays, cancellations, and missed connections. But for airlines, these high-stress situations aren’t just operational challenges; they’re powerful loyalty-building opportunities. How an airline responds when...

Offering great service isn’t enough — passengers need to know about it. Airlines that communicate their value clearly win loyalty. It’s not just what you deliver, but how you present it. Service + communication = real impact.

As airlines face increasing pressure to innovate quickly and operate more efficiently, many are reevaluating the role of traditional on-premise systems. This article explores why cloud and SaaS solutions offer strategic advantages — including agility...

When should airlines start thinking about customer data? Yesterday. Passengers expect personalized experiences, but many airlines still struggle with fragmented data and missed opportunities. A specialized CDP can turn chaos into seamless engagement...

Airlines operate in a highly complex environment where a generic Customer Data Platform (CDP) falls short. From real-time flight updates and baggage tracking to loyalty programs and ancillary services, airlines require a specialized CDP ...

Airlines have vast reserves of customer data, but unlocking its full potential is the real challenge. In today’s fast-paced industry, data is the fuel that powers meaningful engagement—turning routine interactions into personalized experiences that drive ...

In the airline industry, the definition of a customer goes beyond just the passenger in the seat. Ticket purchasers, corporate travel managers, travel agencies, banks with co-branded credit cards, and even governments all play crucial roles in the airline e...

Airlines have long focused on selling seats, upgrades, and add-ons, but today’s travelers expect more than just a transaction. They seek personalized experiences, seamless journeys, and meaningful engagement. To stay competitive, airlines must shift from si...

In today’s standardized airline industry, standing out requires more than just competitive pricing—it demands personalization. Travelers expect tailored experiences, from customized offers and communication to preference-based services and loyalty rewards...