How a small Canadian airline is using data & analytics to shake up service delivery

In this free video clip from a recent EyeforTravel show, Chris Amenechi, VP RM at Porter Airlines is in fighting form

What are airlines doing right today? Not an awful lot, says Chris Amenechi who is VP RM at what he describes as the “highly acquisitive” Porter Airlines. Today it’s still the same-old same old approach from most carriers which are still stuck in the rut of industry standards like bag fees, seat fees and overpriced onboard food sales to drive ancillary revenues, most of which are sold post-purchase.

Airlines are still missing a trick with respect to customer experience, he says. What is changing today is the ‘curation’ of the travel experience, and whether you are a hotel, airline or car rental firm, this has to be a number one priority. Amenechi believes only those brands that deliver will succeed.

At the crux of the matter is intelligent revenue management, which comes with simple marketing intelligence as well as optimisation leverage. What airlines need to understand more fully is a customer’s behaviour, preference, purchase cycle, affinity and willingness to pay. 

So what is needed? A back to basics approach that results in tailored service delivery. Why? Because this what this is what the industry today lacks. 

Amenechi was speaking in a session with Alise Deeb, SVP RM, La Quinta Inns & Suites and Josh Henegar, Corporate Revenue Director, 1859 Historic Hotels. Sign up for a free trial to hear what they had to say. 

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