The document discusses customer relationship management (CRM) practices in the airline industry. It notes that global passenger traffic is expected to significantly increase in coming years. CRM is important in airlines as customers value personalized service and are more likely to switch airlines if dissatisfied. The document then outlines various customer touchpoints airlines use for CRM, including websites, call centers, check-in, flights, baggage services, and social media. It describes how different CRM practices help build bonds with customers through structures, customization, financial incentives, and social elements.

1. CRM Practices in the Airlines Industry Presented by – Shweta Pulee Mandar Ghanekar Anuradha Nikumbh

2. Agenda CRM practices in the Airlines Industry Bonds associated with each of the above practice

3. Travel Market Analysis Even though the market is expanding, airlines are still experiencing pressure from all sides.

4. The CRM for Airlines

5. Significance of CRM for Airlines Global passengers to rise by 5 billion in 2011 and more than 9 billion by 2025 Passenger traffic in Africa forecasted to increase by 7% & Asia –Pac by 6.8% a year, respectively, by 2011 83% of travelers say that personalized service and attention to their needs provides value 40% of satisfied customers switch suppliers without hesitation 65% to 85% of customers who choose a new airline claim to be more satisfied with their former airline Between Feb’09 and Feb ‘10, there was a 49.6% increase in the number of passenger complaints

6. Travel Customer Management Continuum Web-site Call center Ticket office Customer mailbox Sales force Check-in/priority check-in Multi-purpose automat Lounge Gate Onboard crew Inflight entertain-ment system Transfer desk Baggage claim Baggage service Arrival lounge Transfer-Partner Web-site Call Center Customer mailbox Feedback or Surveys CRM in Airlines extends beyond the traditional sales, service, marketing, loyalty & includes all the touch points in the customer’s travel experience.

7. CRM architecture for a major scheduled airline

8. Relationship Bonds

9. CRM Practices

10. Pre-Flight Services Call Centers/Travel Helpdesks Customer Information ( Accurate and meaningful analytics) - Structural Bond Query resolution/Complaint management – Structural Bond Two-way Personalized Dialogs – Customization Bond

11. Pre-Flight Services - Company Website Simplified Online flight bookings – Structural Bond Separate accounts for member, agency and corporate - Customization Bond Arrival/departure schedule – Structural Bond ‘ Create your trip’ - Customization Bond Online Check-in – Structural Bond Travel Extras like Hotels, vacation planner, car rentals etc. Social Bond Frequent, conveniently timed flights - Financial Bond

12. Pre-Flight Services - Offers/Deals/Discounts Mileage Promotions (Frequent Flyer programs) – Financial Bond Low Price offers - Financial Bond Upgrades – Social Bond Lounge vouchers - Social Bond Loyalty program, Executive Club - Customization Bond

13. In-flight Services Well groomed / courteous flight crew – Social Bond In-flight shopping – Social Bond Food and Beverages are allowed inside the flight – Social Bond Skyflyer Solo Service for unaccompanied children – Social Bond Emergency Response & Business Continuity – Structural Bond

14. Ancillary Services Comfortable, air conditioned buses for airport transit – Structural Bond SMS Notification in case of flight delay/cancellation - Social Bond Refund in case of flight delay – Financial Bond

15. Post – Flight Services Baggage Tracer - Structural Bond Lost Baggage/Claims - Structural Bond Transfer to Partner - Structural Bond

16. Social Media Airlines like Virgin, Delta have separate Twitter and Facebook channels - Social Bond For Emergencies like the Ash cloud, Snow To serve customer complaints and questions promptly Facebook booking

17. Just Plane Smart  Thank You !