Delivering Emotionally Empathetic Customer Experiences and Higher Overall Revenue for a Leading US Airline

GOAL

A leading airline in the USA that serviced over 10 million passengers on its fleet of 40 aircraft annually wanted to provide a rich and seamless digital experience for its customers by redefining their travel across the channels, devices and touchpoints. Its ambitious goals were to:

  • Increase ancillary revenue through hyper-personalization based on analytics-driven customer insights
  • Handle high web traffic while maintaining security and Time-to-Market

SOLUTION

Having delivered agile digital e-commerce platforms for over 50 airlines, we:

  • Designed and Developed the website on SiteCore CMS and .Net framework providing internationalization and localization aspects
  • Delivered complex integration with AliPay, Farelogix etc., for ancillary service pricing and co-branded card sign-up as part of booking, insurance, and trip planning processes.
  • Introduced flight shopping using Google ITA QPX 8.1
  • Provided complete DevOps and release management support along with Technical/Functional consultancy and QA across the services of Baggage handling, Codeshare check-in, Miles add/change etc.
  • Mainstreamed innovative features such as Predictive search, intuitive search filters, User profile management and simplified checkout in an attractive and SEO-friendly Ux.

SUCCESS

Our key focus was on engaging the end customers with ‘Emotionally Empathetic Experiences’ by sensitizing all services to the principle of ‘every customer is a segment of one’. In addition, we ensured complete automation of entire business process spectrum and continuously monitored them for performance improvement on all platforms.

  • 69% Targeted revenue derived from direct channels
  • 4% Increase in overall passenger revenue
  • 5% Increase in ancillary revenue
Download the Case Study
2 + 3 =
Solve this simple math problem and enter the result. E.g. for 1+3, enter 4.

By clicking the download button, you allow us to connect with you using email, phone or post (as provided) for responding to you and for other marketing activities. This information is protected under our privacy policy.