Data analytics & personalization

The Fourth Industrial Revolution is well underway, with airlines shifting towards a holistic approach to serving their customers. This means using their digital footprint to come up with an offering that’s relevant and personalized to their needs. An engaging loyalty and rewards proposition is a key component of any airline’s offering, allowing airlines to go beyond self-contained loyalty programs and integrate with different sources of data to create a full and truly rewarding customer experience.

Innovations to airline loyalty programs continue to appeal to frequent business and leisure travelers, as the bleisure (the combination of business and leisure travel) segment continues to grow. Airlines are exploring ways to offer passengers the change to exchange points for extra convenience during a journey. Overall, the move is towards more flexibility, fewer barriers to earn and redeem miles and points, greater integration with retail brands, integrated data management and co-hosting of coalition partners, all to maximize the loyalty asset. 

Amadeus Loyalty empowers airlines to:

• Increase brand stickiness by launching unlimited numbers of targeted promotions providing incentives to keep loyalty program members engaged with the airline. 
• Develop a strong member base by acquiring new loyalty program members from all member touchpoints, including partners.
• Personalize the member offer by connecting disparate data points from a large variety of member touchpoints to form a holistic data-centric view of each member.
• Provide attractive airline redemption alternatives like full seat availability and facilitate miles and cash payments of airline tickets, upgrades, ancillaries and merchandising offerings through key customer touchpoints.
• Boost partner revenues with alternative options for members to earn and burn miles without losing the aspirational and emotional connection with the program and brand.  
  

Amadeus Loyalty helps airlines keep service levels high and anticipate future trends in the market in order to develop an attractive brand and a strong and consistent revenue flow. 

The Market and Performance Insight suites comprise a range of advanced business intelligence and analytics solutions to support airline decision making. This next-generation suite combines the latest big data technologies with rich data sources to deliver unique and actionable insights into each airline's business. Data is extracted from multiple sources –  industry, customer and Amadeus systems ­– providing in-depth information for airlines to gain real insights into overall market dynamics, their own performance and growth opportunities. 

With Amadeus Altéa Corporate Recognition, airlines can segment corporate travelers and tailor customized offers to them using unique identifiers such as corporate tier, priority code and value. These offers can include preferential reservation services like seating, availability and waitlist confirmation, or departure services like lounge access or priority check-in. The pre-defined corporate data is integrated into the airline business rules, which means processes are automated across the Altéa suite. This level of personalization helps airlines nurture high-value accounts and increase customer satisfaction levels. 

How can you make traveling with your airline more memorable? Making your customer feel special is key to ensuring loyalty and retention. Amadeus Customer Experience Management can help you achieve this. 

Amadeus Customer Experience Management is an intuitive end-to-end solution that lets you develop a close relationship with each and every passenger. You can learn: 

• Who they are (age, destination, purpose of travel and more) 
• Which segment they belong to (leisure travelers, business executives or bleisure travelers)
• Which services they are likely to buy (vegetarian meal, Wi-Fi on-board and more)
• How?  By collecting data from multiple data sources, churning that data into relevant customer insights and using those insights to personalize your communication with them.  

Let's see how customer experience management can work in practice: 

• A flight has been delayed. You’re able to quickly alert your high-value passengers, apologize and offer them an upgrade on the next available flight. 
• A passenger is flying with you for the first time. You can get your on-board crew to give a personalized welcome. 

These examples of personalized service make a real difference and leave a lasting impression on passengers.  They help you build loyalty, which in turn will drive more revenues for your airline. 

Products and Solutions: Amadeus Customer Experience Management helps you make every customer feel special.