Frequent flyers resulting in increased customer loyalty

The customer service interface is not limited to customer calling in. Self-service is an essential component and sometimes the most effective way to deliver support.

Airline frequent travelers, especially those at the top tiers of the frequent flier programs are an attractive target group for providing the customer with service that makes little things easier for the heavy traveler. The airline can provide the traveller with relevant services and suggestions like partner messages and ways to utilize mileage points in a meaningful context. By doing this, loyalty and customer satisfaction can be improved.

Streamlined customer experience

Before the flight leaves, the frequent traveler can perform the check-in, including the seat selection from a graphical seating plan of the plane, on the mobile device. Also, it is possible to easily upgrade the flight using mileage points. By doing this on the mobile device, the traveler can save queuing time, and can spend idle time meaningfully, for instance in the taxi to the airport, in a meaningful way by checking in. The airline also saves time and money as the queues at the airport become shorter.

Location specific service

At a foreign airport the mobile application can advise you with relevant information, such as the location of the lounge. Additionally value added services can be easily offered to your customers. An example would be a luggage concierge service, where after the trip the traveler can use mileage points to have the luggage delivered to her home at a suitable time, and can thus leave the airport directly without waiting for the luggage. The traveler’s comfort is increased and she gets home earlier.

Personalized service

At any moment, the mobile application enables the frequent traveler to book flights to a destination where the user regularly travels to. By providing an application that makes things easier for the heavy traveler, the customer’s comfort and loyalty can be improved, and simultaneously, a new, in-context channel for targeted announcements and advertising is opened.