We’re creating a more connected travel industry, underpinned by sustainability and long-term investor relations.
Jose Luis Campos
Head of Frequent Flyer Program, Avianca
It’s the little touches that can make or break a trip. A birthday message or going the extra mile for passengers when things aren’t going their way can make all the difference. At Avianca, part of our mission is to always strive to do more. That’s why we are working to create a better customer experience by using the latest technology to delight passengers.
How Avianca is putting the customer at the centre of everything
Avianca is building a customer-centric strategy with four data management steps:
Amadeus’ technology is behind the scenes to make this possible. WithAmadeus Anytime Merchandising, we can deploy our merchandising strategy in real time. Combined withAmadeus Customer Experience Management, the two solutions work in harmony. They help us deliver the right product to the right passenger at the right time. They also help us collect relevant information and insights.
A comprehensive view of each customer helps us see how smooth the travel experience has been. Personalised alerts, which are typically delivered to passengers via our front-line staff, can then be set up. We are already using alerts in our call centres, at check-in, the boarding desk, and on board. These help our agents identify specific customers to enhance their experience. Avianca has six different personalised alerts:
We plan to further develop our customer focus by using deep insights at different touchpoints.Amadeus Customer Experience Managementwill be a key enabler in this process.
Check out thisAmadeus – Avianca case studyto find out more.