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Taking A Look At Delta Airlines

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When airlines enter the Big Data world, the fields of Sales and Marketing are mostly chosen first. There are comparable examples in other industry sectors which makes conceptual adaption and implementation easier. Thereby, CRM and IFS, but also real time information and internal pricing technical are the focal points.
Most common and important was the introduction of customized offers. Airlines are saving large amounts of data that occurred when passengers booked their flights, including many relevant personal information; and even compare them to external data suppliers. Out of this data, algorithms create highly individualized offers that most probably fit to specific destination, product and service demand of the customer. Delta Air Lines …show more content…

For that pupose, airlines shall first rethink their fixation on trivial and excessive charges and fees which are negatively recognized by the customer as they see negligible return on investment and understand of what further improvements airlines are capable. Enhanced IFS will lead to revenue increases by itself. In 2011, British Airways began its “Know Me” program that profiles the customer and identifies physical and interpersonal wants. Besides personalized offers, flight crews can address passengers with their names, ask for probable wishes, and offer on-board sales products, inflight entertainment (IFE), meals, and advertising that satisfy the customer’s demand. EasyJet counts on artificial intelligence to harmonize supply of specific items of food and drink with the specific demand of each flight. Services that would be accepted both pleasing the passenger’s wants and propositioning value are the sale of local SIM cards or reduced roaming charges, local transport arrangement, plugs for local power supply, prioritized immigration clearance (when negotiable with the authorities), and gift ideas for general holidays or individual events (e.g. birthday, anniversary …show more content…

It has invested USD 100 million in its system, providing advanced tools to the handling team and operational and analytical departments (e.g. alerts for delayed connection flights), and providing the customer a tool to follow the status of their luggage. From 2007 on, Delta Air Lines has decreased its mishandled baggage rate by 71 percent. The airline even continues to invest USD 50 million in an RFID-based system to further improve the baggage tracking of its 120 million pieces each

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