The Applications of Big Data Analytics in the Airlines Industry
The Applications of Big Data Analytics in
the Airline industry
Traditionally Airlines have been very good data collection,
since they have always been flooded with data.
Airlines and Big Data
Now that the costs of storing and processing data have
significantly reduced—even as airlines collect more data—it’s
becoming easier for them to act on it.
Less Cost, More Analytics
For majority of the airlines, the first problem lies in bringing
together segregated silos of passenger information—booking
information from transaction systems, web and mobile
behavior (including searches, visits, abandoned carts), email
data, customer service info, etc.—to create a single,
centralized view of the customer
The Pain Point
Delta Airlines had all the tracking
data available via the use of
hand-held baggage scanners
used at passenger check-in.
They used this data as the first
major airline to launch an
application allowing customers
to track their bags from their
mobile devices which has been
downloaded more than 11
Southwest Airline uses aggregated,
anonymous customer data to promote
products, services, and featured offers to
customers on multiple channels, devices,
and websites including Southwest.com.
By observing and looking into customer
behaviors and actions online, they were
able to offer the travelers the best rates
and experiences possible.
This data is also used to nurture the
relationship with customers.
For example, they look at the city
pairs that are being searched to
determine what type of service
should be provided on a specific
In case of Norwegian airline Wideroe, a single
customer view built via customer data allows agents
in the call center to understand the full history of the
customer—not just the customer service history, but
also their recent visits to the website or promotional
emails they’ve opened.
Airlines have a great opportunity to create data-driven virtual
travel assistant that knows what customers need before they
do by combining data with mobile—helping people through
airports, in-destination, encompassing the whole travel
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