Airline companies are taking off with big data. Airlines have gathered digital analytics for a long time but they are now starting to utilize the information and use insights for them to make their services more personalized, valuable, and efficient. This is just the start, soon they will be flying high with their use of big data to make their industry more profitable and the customers experience more personalized and valuable.
Many airlines use frequent flyer or loyalty program. With these they track and a analyze customers individual: search history, purchase history, checked luggage, departure and arrival date and time, destination and departure city, in-flight sale/duty free spend, hotel, rental car connections, number of travelers to fly with, credit card points, miles used, influence over others through media channels etc. This may seem creepy but how they use it is beneficial to travelers and the company.
United Airlines, just this year, changed their approach on data to "collect, detect, act". With this, they use digital data to see 150 + variables of each customer in real time to determine that one individuals actions. In 200 milliseconds a generated and tailored offer is made for that specific individual. This include the on-screen layout, copy and other elements based on the data collected. This led to more than 15% increase in revenue and a higher-value customer relations.
Southwest is also utilizing big data by looking at actions online, to better offer travelers the best rates, experiences and enhance customer relationships. This is done by looking at what pairs with certain cities based off of searches and then Southwest will determine specific types of services and routes to suggest and offer their travelers.
British Airways use a "Know Me" feature for In-depth analysis of each customer and provide personalized results to them. This is done because they value their traveler's time and money and want to not waste it with irrelevant offers. With this it gives them strategically constructed offers for individuals that they may be interested in and consider. This has led to a high expression of pleasure from their customers.
This is only the start of big data for airlines I believe it will soon be used even more to give each and every traveler the ultimate offers, experiences and value.
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