5 ways airlines can deliver an exceptional customer experience during disruption
1. Stay connected with passengers from booking to departure and beyond
The best customer experiences are provided by airlines that proactively deliver what their passengers need before they even know they need it.
By integrating all internal systems, including the PNR, CRM, loyalty and marketing platforms, FLIFO feed, and third-party systems, travel brands get a full view of the customer – including how they’re being affected by disruption, what it means to each individual, and the likely long-term impact on the business.
2. Provide accurate, real-time flight information
54% of travellers say accurate travel notifications is the service that would best improve their experience during disruption.
3. Give personalised, targeted and relevant promotions
Use the data within each PNR – as well as destination-specific information – to tailor information based on the passenger’s history – especially during disruption. 57% of people are willing to share more personal information in order to receive relevant incentives.
4. Use automation to cut queues
Queues only give angry passengers time to become more irate – and voice their thoughts to those around them and online. Airlines that adopt automation can cut queues significantly – both in the airport and on the phone line – by offering a full range of re-accommodation options via mobile that are updated in real-time. This only leaves passengers with more complex scenarios needing human intervention.
5. Think about the passenger’s onward journey
Ensure service is as comprehensive as possible by considering your customers’ needs once they have disembarked from their flight. Local information and advice can be shared via mobile and adds a lot of value to an airline’s service.
Before COVID-19 hit, the primary focus of pre-departure communications was to generate ancillary revenue. Nice-to-know information such as the weather and airport advice was there to provide extra comfort but was not vital information.
Today, travel brands need to ensure the passenger is prepared for entry requirements and keep them moving through the airport to avoid queues and operational stress – with ancillaries being less of a priority for now. However, they're definitely something to start considering again, so we'd recommend running some Customer Journey Mapping to get an idea of what your passengers need from you at the moment.
