Imagine knowing every important detail about your passengers: their favorite destinations, the frequency of their trips, and even the specific needs that make them choose your airline. In a market as competitive as that of low-cost airlines, having this information is not only an advantage; it is the key to effectively attracting, building loyalty, and retaining customers. However, many airlines operate with systems that do not allow them to accurately identify their users, losing valuable opportunities to personalize their offers and increase their revenue.
The solution is in your hands: implement a strategy that transforms your data into business tools. Through an approach focused on the unequivocal identification of the Single Customer View (SCV), capable of comparing and validating information from various sources, you will be able to design targeted campaigns and make intelligent, real-time business decisions. In this article, Andrés Cardona, CEO of be bolder, and Juan Esteban Rincón, one of its analytics and BI consultants, will show you how a tailored solution can make the difference between an airline that simply operates and one that leads its market.
The advantage of really knowing your passenger
Knowing your passengers is not just a competitive advantage; it is the foundation for transforming their experience and maximizing the value of each interaction. By identifying each customer uniquely, your airline can create targeted marketing campaigns that truly connect, from offers designed for frequent flyers to bundles that respond to the characteristics of each type of traveler. This personalization not only improves conversion but also strengthens passenger loyalty.
Likewise, a strategy focused on passenger identification allows you to optimize your airline’s commercial efforts. With accurate and organized data, you can effectively segment your audience, predict future behavior, and make decisions based on real information. In a market where personalization is no longer optional, the ability to identify each customer directly translates into greater competitiveness, revenue assurance, and passenger satisfaction.
The technological challenge of knowing your passenger
Some airlines face a critical obstacle: technological systems that do not communicate with each other and that focus on the reservation, not on the traveler. This generates duplication of traveler data, makes effective passenger tracking impossible, and limits the ability to understand who their passengers truly are. Without a clear characterization of the customer that provides information on preferences, frequencies, destinations, or companions, commercial campaigns for attraction, loyalty, and retention become generic and lose impact, making it impossible to obtain the expected results.
Furthermore, relying on Passenger Service Systems (PSS) and Departure Control Systems (DCS) adds another challenge, as these systems are designed to manage reservations and operations, not to capture quality and consolidate customer data. As a result, airlines miss out on a “gold mine”: data. Without a clear strategy to organize and use them, they lose valuable opportunities to differentiate themselves in a market where knowing the customer is essential to being competitive.
Single Customer View: The solution to know your passenger
In today’s world, where data is the key to making strategic decisions, Single Customer View emerges as an essential tool for airlines seeking to understand their passengers individually. Its main objective is to consolidate information from multiple sources, creating a unique and reliable record of each customer: their Golden Record. This Golden Record allows for eliminating duplications, correcting inconsistencies, and generating an optimized database to drive targeted and personalized campaigns.
At be bolder, we follow the following phases to develop our Single Customer View tailored solution to respond to your particular needs, from the collection of information from disparate sources through advanced cleaning and validation processes to integration with your business systems and visualization of results, among others. This methodology ensures not only effectiveness but also flexibility to adapt to the current systems of any airline.
Single Customer View (SCV) Process
- Passenger characterization: name, gender, nationality, etc.
- Integration with each passenger reservation: trip duration, etc.
- Completeness and integration of information obtained from sources.
The first step of the development is identifying and collecting enough passenger information from the airline’s main data sources.
Queries to the data.
First names, last names, etc.
Ave. -> Avenue ID394418 -> 394418
Analytic functions, regular expressions, split, replace, translate, etc.
In Cloud Storage with regular expressions and knowledge bases.
- Tree models represent decisions and their consequences, allowing for the management of varied data and facilitating its interpretation.
- Passenger personal data.
- Passenger reachability.
- Business indicators based on master data.
- Passenger characterization, among others.
- Destination key (golden_record).
- Source key (person_org_id).
Take your airline further
Single Customer View is not just a technological tool; it is a strategic transformation. Imagine the impact of knowing each passenger in depth, anticipating their needs, and offering them personalized experiences that generate loyalty, increasing your airline’s revenue. Single Customer View not only organizes your data but turns it into an invaluable asset, ready to drive your airline’s growth to take it to the forefront of the industry.
Don’t let your passenger data be lifeless numbers. Let us help you turn it into the engine of your airline’s success. Our proven technical approach, supported by cutting-edge technology and adaptability to your current systems, guarantees excellent results. Contact us today and find out how we can take your airline to the next level with a solution designed to meet your specific needs.
Commercial Team
[email protected].
* Image by Design team on bebolder.co
