How Unified Customer Data Enables Operations To Improve Customer Experience And Profitability
Airline complexity has long served as the enemy of on-time percentages and disrupted schedules for carriers large and small, regional and global. But what if effective answers to airline operational problems lie hidden within departmental silos, waiting to be discovered and harnessed to create a real-time situational awareness for operations leaders? What if those answers helped smooth operations and enhance the bottom line?
“Airlines can control their destinies operationally, but they don’t realize it,” said Michael Baiada, a consultant for ATH Group in Evergreen, Colorado, who has studied airline efficiency for decades as an airline pilot. “Each silo in an airline approaches operations with its own interests above others, and it turns into this Whack-a-Mole where leaders just hit the next problem that pops up on their radars.”