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  • Hosted or in-house,
    the choice is yours

    We offer both options depending
    upon your business needs

  • Target your marketing
    campaigns to drive sales

    Create target customers and leads for
    campaigns for up-sell and cross-sell

  • Effective way of identifying
    customer behaviours

    Understand your passengers
    complete booking history

  • Creates a ‘single customer view’
    of your passengers

    We use advanced techniques to
    group passengers’ PNRs together

  • Hosted or in-house,
    the choice is yours

    We offer both options depending
    upon your business needs

  • Target your marketing
    campaigns to drive sales

    Create target customers and leads for
    campaigns for up-sell and cross-sell

  • Effective way of identifying
    customer behaviours

    Understand your passengers
    complete booking history

  • Creates a ‘single customer view’
    of your passengers

    We use advanced techniques to
    group passengers’ PNRs together

What is Passenger and customer profiling?

In an ideal world, you would know everything you want to about your customers – their historic and future bookings, the sales channels they use, routes they fly, companions they travel with and how often they cancel.

Unless your passenger is a member of your Frequent Flyer program and books direct through your website it is unlikely that you’ll have all this information in one place. Obtaining this ‘Single Customer View’ has been a challenge to every airline’s marketing department – until now.

If your marketing department is able to uniquely identify your passengers then a wide range of opportunities opens up to the airline. Marketing campaigns can be targeted at individuals; up-sell and cross-sell for booked journeys can be tailored based on the passenger’s history; and passengers’ behaviour can be mined to create real insight.

passenger-customer-profiling-techniques

Passenger and Customer Profiling (PCP)

Our solution is called PCP and it uses a variety of techniques to extract customer touch-point information from the booking lifecycle.

We can use information from a variety of sources to deliver this unique profiling capability:

  1. PNR – journey details, OSI/SSR, APIS, FQTV, agent details, contact details (phone, email)
  2. Ticket – form of payment, issuing agent, fare basis sold, tour code, corporate deals
  3. DCS – actual travel, FQTV, APIS, seat preference, no-show/go-show   
  4. Post Flight – retrospective FQTV, compliments/complaints (address, email)

For more details on our Passenger and Customer Profiling solution please click on the tabs below.

Our PCP solution can deliver your marketing department actionable customer intelligence whatever CRS you have chosen to use. It will attributes every PNR and its passengers (booked or cancelled) to an existing or new Single Customer View record.

The benefits of using PCP are only limited by the marketing department’s imagination:

  • Single customer view – brings together historic and forward-booked journeys into a single place for each passenger. It is populated with a wide variety of attributes across the booking lifecycle; and can be extended as required to include financial and customer service information. This gives you customer intelligence that is just not available from your CRS.
  • Up-sell and cross-sell – being able to tailor marketing campaigns right down to the individual passenger can present a great opportunity. The information in each passengers’ Single Customer View record can be used to look at past customer experience, and future journeys to shape web-site marketing, outbound emails and promotional offers.
  • Convert cancellations – we use booked and cancelled PNRs in creating the Single Customer View records. The airline can use this information to identify passenger conversion ratios, and determine whether a targeted outbound communication might convert a cancelled passenger back into a forward booking.

Our SAND commercial data warehouse for airlines forms the basis for PCP. It is highly flexible and can load a wide variety of industry-standard commercial data. It can use PNR and Post Departure data from any of SITA, Sabre, Amadeus or HP. It can use Ticket data in IATA HOT file or ATPCo TCN format.

The key features that make PCP possible are the extraction, matching and single customer view creation techniques that we have developed with our customers. Each airline is unique, so these techniques will typically be tailored, however the following will give you an idea of the key features:

  • Extracting passenger details – the PCP component extracts details from all passengers within each PNR, at every significant touch-point when the booking is changed. The OSI/SSRs within each booking are interrogated for contact details, email address, passport and frequent flier details. These are matched to each passenger, as are details of the booking agent, journey and companions.
  • Matching passengers to tickets – the ticket provides additional high-value information in the form of issuing agent, fare basis, tour code, deal code and form of payment. The ticket matching process in SAND has been refined over time to deliver an extremely high matching rate of passenger segments to tickets and their associated flight coupons.
  • Creating single customer view – as the information for each passenger on a booked PNR grows over time, so does the probability of finding a match (using a combination of data elements) to an existing customer record. The match may be formed in a wide number of ways. It might be Passenger Name and FQTV or Passenger Name, Companions and Form of Payment. Once a match is found, the Passenger/PNR is linked to the customer record and tracked through its booking lifecycle.

Would you like PCP in-house or via Software as a Service?

Whether you choose PCP as a SaaS or a more traditional in-house delivery, you can be sure that PCP will deliver great results, quickly.

  • Software as a Service – we have invested heavily in very high-speed IBM Netezza data warehouse appliances, based in two geographically separated Tier 4 designed Data Centres in order to ensure our hosted ‘Software as a Service’ (SaaS) can cope with even the largest airline.This option speeds up implementation meaning that your airline will see the benefits of PCP more quickly. It is based on Anari-owned infrastructure, which means that your investment is based on Operational Expenditure that does not require lengthy Capital purchase decisions. It also minimises the impact on scarce IT resources within the airline.
  • In-House – this more traditional delivery model gives the airline its own PCP solution based on their own hardware. For airlines that have already invested in high-speed servers, this presents some opportunities.The PCP solution is built upon our SAND data warehouse, which contains data that potentially has other Commercial uses for the airline. If airlines are wanting to benefit from implementing a Commercial data warehouse as well as single customer view then an in-house solution might be preferred.
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Our PCP solution can deliver your marketing department actionable customer intelligence whatever CRS you have chosen to use. It will attributes every PNR and its passengers (booked or cancelled) to an existing or new Single Customer View record.

The benefits of using PCP are only limited by the marketing department’s imagination:

  • Single customer view – brings together historic and forward-booked journeys into a single place for each passenger. It is populated with a wide variety of attributes across the booking lifecycle; and can be extended as required to include financial and customer service information. This gives you customer intelligence that is just not available from your CRS.
  • Up-sell and cross-sell – being able to tailor marketing campaigns right down to the individual passenger can present a great opportunity. The information in each passengers’ Single Customer View record can be used to look at past customer experience, and future journeys to shape web-site marketing, outbound emails and promotional offers.
  • Convert cancellations – we use booked and cancelled PNRs in creating the Single Customer View records. The airline can use this information to identify passenger conversion ratios, and determine whether a targeted outbound communication might convert a cancelled passenger back into a forward booking.

Our SAND commercial data warehouse for airlines forms the basis for PCP. It is highly flexible and can load a wide variety of industry-standard commercial data. It can use PNR and Post Departure data from any of SITA, Sabre, Amadeus or HP. It can use Ticket data in IATA HOT file or ATPCo TCN format.

The key features that make PCP possible are the extraction, matching and single customer view creation techniques that we have developed with our customers. Each airline is unique, so these techniques will typically be tailored, however the following will give you an idea of the key features:

  • Extracting passenger details – the PCP component extracts details from all passengers within each PNR, at every significant touch-point when the booking is changed. The OSI/SSRs within each booking are interrogated for contact details, email address, passport and frequent flier details. These are matched to each passenger, as are details of the booking agent, journey and companions.
  • Matching passengers to tickets – the ticket provides additional high-value information in the form of issuing agent, fare basis, tour code, deal code and form of payment. The ticket matching process in SAND has been refined over time to deliver an extremely high matching rate of passenger segments to tickets and their associated flight coupons.
  • Creating single customer view – as the information for each passenger on a booked PNR grows over time, so does the probability of finding a match (using a combination of data elements) to an existing customer record. The match may be formed in a wide number of ways. It might be Passenger Name and FQTV or Passenger Name, Companions and Form of Payment. Once a match is found, the Passenger/PNR is linked to the customer record and tracked through its booking lifecycle.

Would you like PCP in-house or via Software as a Service?

Whether you choose PCP as a SaaS or a more traditional in-house delivery, you can be sure that PCP will deliver great results, quickly.

  • Software as a Service – we have invested heavily in very high-speed IBM Netezza data warehouse appliances, based in two geographically separated Tier 4 designed Data Centres in order to ensure our hosted ‘Software as a Service’ (SaaS) can cope with even the largest airline.This option speeds up implementation meaning that your airline will see the benefits of PCP more quickly. It is based on Anari-owned infrastructure, which means that your investment is based on Operational Expenditure that does not require lengthy Capital purchase decisions. It also minimises the impact on scarce IT resources within the airline.
  • In-House – this more traditional delivery model gives the airline its own PCP solution based on their own hardware. For airlines that have already invested in high-speed servers, this presents some opportunities.The PCP solution is built upon our SAND data warehouse, which contains data that potentially has other Commercial uses for the airline. If airlines are wanting to benefit from implementing a Commercial data warehouse as well as single customer view then an in-house solution might be preferred.
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