Delivering Passenger, Centric Excellence
Comprehensive aviation CRM expertise across operations and passenger services
Transform every journey into a seamless experience across digital and physical touchpoints. Empower your teams to manage sales, marketing, loyalty, and post-flight engagement with precision. Support multilingual service delivery and ensure compliance with global aviation regulations like EU261 and DOT. Drive satisfaction, retention, and operational agility—at scale
Customer Management
Capture and manage customer registrations across all channels with Customer 360 view
Capture and manage customer registrations across every channel, web, mobile, contact center, and in-person. Build a dynamic Customer 360 and a trusted golden data repository to power personalization and compliance. Enable true omnichannel continuity, allowing customers to move fluidly across touchpoints without losing context, history, or momentum.
Process & Phases
- AI driven customer data de-duplication and golden data creation
- Managing context across all channels including authentication
Key Outcomes
- Digitally native customer journeys across all touchpoints
- Tangible uplift in CSAT and NPS through consistent, personalized engagement
Service Management
Continuous customer care across all touchpoints with AI-driven prioritization
Deliver continuous customer care across every touchpoint—web, mobile, call center, ground staff, cabin crew, and inflight entertainment. Move beyond transactional support with AI-driven prioritization based on recency, frequency, travel class, and behavioral signals. Ensure every interaction is timely, contextual, and tailored, providing best-in-class service that feels personal, not procedural.
Process & Phases
- Proactive Disruption Management: Proactively manage service disruptions using live operational data (OCNs, flight events, and contextual triggers) to initiate timely case handling
- Closed-Loop Recovery: Orchestrate closed-loop recovery with sentiment analytics, ensuring every passenger interaction is empathetic, responsive, and aligned with premium service standards
- Integrated Channels: Integrate across ground operations, cabin crew, contact centers, and digital channels to maintain continuity and context throughout the disruption lifecycle
- CSAT and NPS Uplift: Drive measurable uplift in Customer Satisfaction (CSAT) and Net Promoter Score (NPS) by resolving issues before they escalate and personalizing recovery at scale
Key Outcomes
- Improved CSAT and NPS: Achieving significant uplift in CSAT and NPS through personalized, frictionless service delivery
- Prevent Escalations: Prevent legal and compliance escalations with AI-driven prediction models and early intervention workflows
- Proactive Experience Assurance: Shift from reactive case handling to proactive experience assurance, thereby protecting brand equity and regulatory posture
Automated Disbursements
Orchestrate automated disbursements across diverse backend platforms
Orchestrate automated disbursements, including refunds, compensations, and service credits, across diverse backend platforms. Ensure real-time delivery and resolution, boosting staff productivity and reducing manual overhead. Drive customer trust and operational efficiency with intelligent workflows that scale across disruption, loyalty, and service recovery scenarios.
Process & Phases
- Deliver customer-centric compensation with consent-driven triggers that prioritize in-house assets—miles, upgrades, vouchers—over cash payouts
- Seamlessly integrate with financial systems to ensure end-to-end fulfillment, auditability, and compliance across all disbursement workflows
- Enhance loyalty and reduce cost leakage by aligning compensation with customer preferences and operational efficiency
Key Outcomes
- Sustained uplift in CSAT and NPS through proactive service recovery, personalized engagement, and frictionless omnichannel experiences
- Increased customer loyalty and brand reputation driven by intelligent compensation, consent-led personalization, and sentiment-aware case resolution
- Reduced churn and cost-to-serve through predictive interventions and automated disbursements across refunds, upgrades, and service credits
- Stronger regulatory posture by preventing compliance escalations with AI-triggered early warnings and closed-loop fulfillment
Additional Services
Comprehensive aviation support services to complete your CRM ecosystem.
Crew Management
Fuel Management
Cargo Handling
Airport Operations
Safety Compliance
Ready to Transform Your Aviation Operations?
Whether you're looking to optimize flight operations, enhance passenger experience, or streamline maintenance management—our aviation CRM expertise can help you achieve your goals.