Airline guides.

Surface traveler insights faster with an accelerated path to answering your most critical questions, built into the platform.

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What is in a guide?

Watch guide overview

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.

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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.

1. Booking flow. 2. Flight search. 3. Check-in flow. 4. Change flight. 5. Account fraud.

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: