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Article
September 14, 2021
The Case for Personalization
by Carole Pailhé & Ashley Burk The airline industry has been coping with high uncertainty as a result of the pandemic, and demand will remain uneven and volatile for some time. An increasing number of airlines,...
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Article
June 15, 2017
Smart consumers, smart loyalty: How the digital revolution transforms customer retention
The Information Revolution is the explosion in the variety and quantity of information available to individuals and organisations. This is what has brought us the “Big” in Big Data. The impact on businesses is felt everywhere....
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Article
May 31, 2017
The digital experience: Giving airline customers a truly digital experience
New technology offers airlines’ guests the digital experience they’ve been seeking and expecting. For airlines, this is another step toward becoming expert retailers. For their customers, it means greater customer satisfaction. Not so long ago, the...
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Article
May 25, 2017
Travel Expert Index: On the airline passenger experience
While the sheer volume of coverage might suggest airlines have some soul searching to do, the reality is far from it. Passenger satisfaction scores are actually up — for the fifth year in a row — despite a media frenzy...
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Article
May 10, 2017
How to use decision support to put the customer at the center of every offer
Customer centricity is the wave of the future and the reality of the present, and airlines are wisely considering customers’ best interests in devising offer-management structures that are truly effective. The success of nearly every business...
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Article
March 30, 2017
Provide surprise and delight in the hotel booking journey
Time is a precious commodity – whether you are on the company clock or wanting to relax and enjoy ‘me’ time. No-one wants to spend more effort than necessary on finding that perfect holiday or conference...
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Article
March 22, 2017
How airlines unify data to build a sustainable competitive advantage
According to recent Sabre and Forbes Insights’ research, customer experience is the number one brand promise for airlines and the leading indicator of how well an airline recovers from disruptions. But how do you balance the...
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Article
September 30, 2016
On balancing modern technology with classic service
Hospitality is one of the few industries that consumers practice in their own homes. Most travelers have the experience of hosting a dinner party or overnight guests. This builds foundational experiences that inform how travelers interact...
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Article
August 2, 2016
Breaking Buzzwords: Powerful ways that chatbots are used in travel
Breaking Buzzwords is an ongoing series that dives into words frequently heard around the travel industry. These terms don’t always come with a definition, so these articles explore concepts that have traction in travel. Chatbots. They’re...
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Article
April 27, 2016
They could have been a contender: Airlines that forgo connected operations risk a knock-out
It’s no secret that the airline landscape is more competitive than ever, but how to come out ahead of the competition has largely remained an unanswered question. Technology has been viewed as a saving grace and...
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Article
September 20, 2015
First impressions
AIRLINE RESOURCING FOR A SUPERIOR CUSTOMER CHECK-IN EXPERIENCE A new customer-queuing functionality enables airlines to forecast the right check-in resources to provide an exceptional customer experience. The new optimizer has been tested with actual airline data,...
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Article
March 7, 2015
The top 10 things on the minds of airline executives
WHAT’S NEXT TO CHANGE IN THE GLOBAL AIR TRAVEL LANDSCAPE? Sabre Airline Solutions has released a whitepaper highlighting the business challenges faced by airlines in the area of customer experience. Brand differentiation and personalized sales and service are becoming...