Airline guides.
Surface traveler insights faster with an accelerated path to answering your most critical questions, built into the platform.
What is in a guide?
Automated KPI tracking for key airline experiences
Structured approach to answering what, when, where, and why.
Out-of-the-box dashboards and built-in anomaly detection and alerting.
The digital airline journey.
Discovery
Home Page
Navigation
Search
Explore Destination
Baggage Fees
Deals/Promo Codes
Travel-Ready Information
Cargo Booking Search
Cargo Schedule Search
Cargo Information
Marketing Campaign Tracking
Content Pages
More…
Booking
Booking Flow
Flight Search
Redeem Miles/Points
Choose Flights
Seat Selection
Review Trip
Payment Page
Payment Methods
Passenger Details
More…
Manage & day-of-travel
Check-in Flow
Change Flight
Ancillary Products in Check-in
Check-in Flow International
Off-Schedule Operations
Cancel Trip
Ancillary Products Post-Purchase
Manage Reservations
Flight Status
Cargo Shipment Tracking
More…
Packages
Car Rental Booking Flow
Hotel Booking Flow
Package Booking Flow
Cruise Booking Flow
Offers/Promotions
More…
Account & loyalty
Sign-In
Enroll
Password Reset
Request Missing Miles
Branded Credit Card
Profile Management
Help, care, & fraud
Account Fraud
Call Center Lookup
Help Pages
Chat
Contact Us
Revenue Fraud
More…
Internal apps
Food/Beverage Checkout
Pilot Binder
Pilot/Flight Attendants Internal App
Voucher Handouts In-Flight
Cabin Maintenance
Gate Agent apps
More…
Outcomes across teams.
Product
Automatically alert on traveler friction, size the revenue impact of issues, and gain immediate visibility into experiences like check-in or ancillary.
Technology
Quickly identify technical issues with out-of-the-box anomaly detection, gain real-time monitoring of the front end experience, and prioritize the backlog based on impact.
Analytics
Enable business stakeholders to self-serve insights. Understand the why behind friction, and measure the impact of releases without manual tagging.
Table of Contents
Our top airline guides.
1. Booking flow.
You think you’ve won the customer’s confidence once they’ve started entering their traveler information or choosing a seat on the plane. But then, a slow and clunky booking process delays their decision before they can hit the purchase button and take flight.
The booking flow guide identifies the key metrics and which factors have the highest business impact, enabling airlines to build the smoothest online booking experience. Examine every step of the booking funnel to see trends over time, monitor revenue-based conversion events, login success by device, and identify friction points keeping customers from traveling with your airline.
KPIs:
- Booking conversion rate
- Booking revenue
- Booking flow sessions
- Number of applications started
2. Flight search.
One of the first steps to successful booking is flight search. But how do you know whether users are abandoning search results because they’re just price shopping or facing some type of friction (like slow loading or no results for their route)?
Examine key factors impacting search rates, including routes/locations yielding no results, changes to departure and return dates, filters and sort options. Get the insights you need to focus on building a minimalistic, easy to navigate, and responsive flight search experience.
KPIs
- Booking search continuation %
- Booking search results
- Search % of total sessions
3. Check-in flow.
It’s time for the customer to check-in for their flight. But when the app won’t load or the check-in screen doesn’t appear, they have to seek out a desk agent to print a paper ticket.
The check-in flow guide examines every step of the check-in funnel to see trends over time, monitor continuation rates across the check-in flow, and identify friction points preventing customers from checking in successfully.
KPIs
- Check-in success rate
- Check-in sessions
4. Change flight.
Flight changes can occur due to personal preferences, emergencies, weather, and more. So when a customer clicks change flights but hits friction like a slow loading page or dead end, they are pushed to call reservations for support.
Customers demand more flexibility to change plans anytime, but many teams are missing real-time expertise to understand customer behavior. The change flight guide helps you examine every step of the funnel to see trends over time, monitor step conversion rates across the funnel, and identify friction points preventing customers from changing flights successfully.
KPIs
- Change flight conversion rate
- Change flight sessions
- Change flight attempt rate
5. Account fraud.
Your revenue team notices an uptick in fraudulent credit card transactions on the website, but they’re unable to pinpoint the root cause. Fraudulent transactions not only impact revenue, but can negatively affect your customers and financial partners.
The account fraud guide includes powerful automation to combat savvy scammers. Reclaim millions by automatically detecting suspicious user behavior, such as repeated cut and pasting of credit card numbers, multiple login attempts, and changes in account lockout rates.
KPIs:
- Number of sessions
- Unique visitors
- Account lockouts
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