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Big Data Analytics in Airline Industry Strengthen Customer Value

May 18, 2018Category : Blog Travel
Big Data Analytics in Airline Industry Strengthen Customer Value

Big Data Analytics In Airline Industry

Big data analytics has touched every part of your life, and the airline industry is not left behind. In fact, it has embraced big data in more ways than one. The aviation industry is brimming with data, mostly unorganized data. Thanks to big data, off late airlines are able to utilize big data techniques in order to strengthen the customer value and relationship, thus increasing customer loyalty. 

Every airline, large or small, has a huge volume of data with it. Some pieces of information that the airlines already know about you are:

–           Departure time and Arrival time

–           Checked-in luggage

–           In-flight food preferences

–           The number of people you’re travelling with

–           Number of points earned in the Credit card

–           Destination place

–           Departure time

–           Shopping, in the flight and at the airport

–           Hotel accommodation

–           Car rentals and cab transports

–           Activity on social media

Seems astonishing, right? Let us see what the aviation industry does with this enormous quantity of data extracted. Here are some of the regular examples of big data applications in the airline industry.

  1. Giving Out Personalized Offers

Airlines are constantly competing with one another to create a loyal customer base. There is no better way to achieve this than to shower the customer with customized offers.  The industry is using big data to bring in a change in the customer experience department.

For example, recently United Airlines made a switch from the age-old ‘collect and analyze’ method to a smarter ‘collect, detect, act’ approach. This system analyses around 150 variables in each customer’s profile, right from previous travel details to your purchases and priorities. The details are analyzed in a fraction of a second, and custom made offers are presented to you. This approach has shot up United Airlines’ annual revenue by 15%.

  1. Improved Marketing Efforts

Airlines have more or less detailed data of each of their customers. They work on the customer data and come up with special offers for the customers. When you have a special offer presented according to your preferences and priorities, the natural tendency is to go for it. When you are in favour of a particular airline, it becomes easier for them to know how the customer thinks and behaves. This in turn assists in future marketing strategies.

An example to cite here is from a marketing platform–Boxever–in the travel industry. A client of theirs chalked out a marketing plan around some abandoned carts and personalized emails were sent to the customers. They got bookings of $1 million worth per week, just from these email communications.

  1. Intuitive Calls

Southwest Airlines has tied up with a software company called Aspect to generate a unique set of customer contacts and workforce optimization solutions. They take the help of a tool for speech analytics, which allows the customer service executives to analyze and understand the subtle differences in each pre-recorded interaction with the customers.

It is not just limited to phone calls. The representatives at Southwest Airlines can analyze social media data to get to know their customers even better. Various standards of measurement aid the executives in coming up with the best possible solution. No doubt, people are in awe of Southwest Airlines for its impeccable customer service.

  1. Smart and Safe Flights

During an aerial journey, tons of data gets generated every hour. On an average, a 6-hour flight from one country to another collects about 240 terabytes of data from the flight. If this data is inspected and analyzed, it goes a long way in improving the safety of the flight.

Southwest Airlines has had a partnership with NASA for many years, to be warned of any safety concerns and maintain air safety. NASA along with machine learning algorithms has an automated system that analyses huge volumes of data and finds out inconsistencies leading to any accidents.

  1. Checking Real-Time Baggage Status

Every person travelling on a flight has a nightmare of losing their baggage. To counter this, Delta Airlines has introduced a novel application for baggage tracking. The app simply uses baggage check data, which runs in the background and the staff members at Delta keep a track of the bags and send the tracker to the customers. The app has been a huge success, and close to 11 million customers have downloaded it on their phones.

To Conclude

There are many areas in the airline industry that can be tapped by big data technologies in a much better way – including marketing, crew and flight operations and aerial cargo. Big data solutions help the airlines to understand their customers individually, their preferences, their behavioural patterns and also predict the requests that might come up.

Today’s flyers are happy with the fact that their airlines know where they are, who their co-passengers are, and what climatic conditions they will be met with on arrival at their destination. 

If you are looking for such datasets for analysis to provide better customer service, you can contact the web scraping service at PromptCloud.

 

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1 thought on “Big Data Analytics in Airline Industry Strengthen Customer Value
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