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A journey across two trips and travel experiences through the eyes of one valued airline customer

Introducing Pablo Ramos

Pablo Ramos is a business executive, and he travels often for meetings and corporate events. During business trips, Pablo values efficiency and elements that enable him to remain productive while travelling to and from professional engagements.

Pablo Ramos is also a husband and father. He travels with his family for vacation once or twice a year. During these leisure trips, Pablo and his family place more value on amenities that enable the entire family to comfortably and smoothly arrive at their vacation destination.

Pablo’s travel preferences vary based on his trip objective and travel companions. But as a high-value customer, his airline of choice must be able to sense, respond and cater to every trip that Pablo takes. Take a look at how an airline might leverage data and technology to optimise Pablo’s travel experiences across two very different trips.

Business Traveler

Pablo books a branded fare on his favourite airline’s website. The carrier offers him a tailored bundle based on the data it has about Pablo and his itinerary.

As Pablo is walking into the airport, he receives an alert from the airline via a push notification. The airline uses Pablo’s locational data and travel itinerary to proactively respond to a challenge.

Once inside the airport, Pablo scans his finger prints for check-in. All of his personal preference data has been transferred to his new flight.

Pablo realises during his flight that he forgot to pack a tie to wear at his business meeting. He purchases a tie from the online duty-free shop via his laptop.

Upon arrival at his destination, Pablo picks up the tie at a designated purchase pickup station within the airport.

Leisure Traveler

Pablo books a branded fare on his favourite airline’s website. The carrier offers him a tailored bundle based on the data it has about Pablo and his itinerary.

Once in the airport, Pablo and his family speed through the security line — no paper documentation is required.

Unfortunately, Pablo’s family’s flight is delayed. However, the airline sends him a personalised offer to compensate for the interruption.

Upon boarding the aircraft, Pablo receives an alert regarding the location of the family’s luggage.

Toward the end of the flight, Pablo’s wife posts to social media. The airline captures this sentiment and files it away to further enhance Pablo’s next family vacation.