Anna Anna

Meet Anna

Anna, a small business owner from New York, is planning a trip to Lisbon for a client meeting. Because she is a frequent flier, Anna has strong opinions about how passengers should be treated. Here’s what she’d like to tell her favorite airline:

1. Be there for me in real time.

2. Know and recognize me.

3. Anticipate and act on my preferences.

4. Communicate with me consistently.

5. Improve over time.

1.
be there
Be there for me in real time.
2.
know
Know and recognize me.
3.
anticipate
Anticipate and act on my preferences.
4.
communicate
Communicate with me consistently.
5.
improve
Improve over time.
be there

1. Be there for me in real time.

know

2. Know and recognize me.

anticipate

3. Anticipate and act on my preferences.

communicate

4. Communicate with me consistently.

improve

5. Improve over time.

Plan the trip

Anna receives an email offer that presents a detailed itinerary based on her social media posts, online reviews, and travel history. After purchasing the offer, she’s impressed by the destination weather, travel time and airport transportation information she receives.

know




Know me

anticipate




Anticipate

communicate




Communicate

be there




Be there

know




Know me

anticipate




Anticipate

Prepare for departure

On her way to the airport, Anna checks in from her mobile phone. The airline app recognizes her location and displays an interactive airport map with her gate and instructions on how to efficiently check her bag.

be there




Be there

know




Know me

anticipate




Anticipate

Take the flight

A flight attendant greets Anna by name as she boards. Anna uses the mobile app to order her meals, shop and browse, further tailoring her profile. When she arrives, the app directs Anna to baggage carousel, guides her to her reserved car and hotel, and even recommends a restaurant for her client meeting.

be there




Be there

know




Know me

improve




Improve

be there

Be there

anticipate

Anticipate

improve

Improve

Receive relevant after-flight offers

Based on the offers she accepted, social media posts and other information she indicated, two weeks later Anna’s emailed an itinerary offer for London, another city where she has clients. She books the trip, excited about her next journey.

be there




Be there

anticipate




Anticipate

improve




Improve

Automate the ordinary to deliver the extraordinary

Discover valuable insights on how airlines are able to satisfy key traveler expectations at critical points along the journey.

The new airline experience:
making it personal