What’s in this report?
The process of booking a flight has changed beyond recognition. Customers have shorter attention spans, higher expectations, and take different routes to their final destination—all shaped by their personal preferences.
To deliver superior experiences, airlines must understand their customers better than ever, encouraging greater engagement by personalizing the user journey.
In this report, we draw on our experience working with the greatest innovators in the aviation industry, such as Emirates, Thomas Cook, and Jet2.com. We share how to create a first class booking experience, encourage direct booking, optimize ancillary sales and develop personalized loyalty programs.