INSIGHTS

December 10, 2025

Using Predictive Analytics to Turn Operational Costs into Customer Value

The relationship between operational expenditure and customer value is fundamentally zero-sum: inefficiency in core operations directly translates into a diminished customer experience.

December 3, 2025

Unlocking the Total Lifetime Value of the Corporate Traveler

For decades, the airline industry has viewed the corporate traveler through a narrow lens: the ticket price and the immediate ancillary sale. While the B2B segment represents a significant portion of high-yield revenue, the focus on transactional upselling –

November 25, 2025

A Customer Isn’t a Channel

Why Airlines Need a Holistic Picture Across Every Touchpoint. Airlines talk endlessly about “knowing the customer.” But too often, what they actually know is only a fragment — a booking here, a flight there, a loyalty tier on paper.

October 28, 2025

Beyond Bookings: Unlocking Total Customer Value in the Airline Industry

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.

September 25, 2025

Trust Turns Customers Into Ambassadors

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.

August 20, 2025

The Past Shapes the Future

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...

July 30, 2025

What Changes When You Know Your Customer

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...

July 23, 2025

Winning the Price War Without Lowering Prices: How Traditional Airlines Can Beat Low-Cost Carriers with Personal, Proactive Service

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...

July 10, 2025

Loyalty in Turbulence: Why Disruptions Are the Best Time to Win Customers for Life

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...

June 1, 2025

Great Service vs. Great Communication: Why Airlines Need Both to Win Passenger Loyalty

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.

April 27, 2025

Why Cloud and SaaS Solutions Make Strategic Sense for Airlines

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...

April 13, 2025

When Should Airlines Start Thinking About Customer Data? Yesterday

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...

March 23, 2025

Why Airlines Need a Specialized CDP: Beyond Generic Solutions

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 ...

March 16, 2025

Data as Fuel: Powering Airlines to Meaningful Customer Engagement

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 ...

March 9, 2025

Who Is the Customer in the Airline Industry?

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...

February 23, 2025

From Selling Seats to Delivering Value: How Airlines Can Elevate Customer Experience

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...

February 2, 2025

Personalization: The Key to Standing Out in a Standardized Airline Industry

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...