Customer Experience & Loyalty

Sia Partners supports customers in defining and implementing their customer experience strategies, customer engagement models, streamlining of passenger journeys, and the digitalization of their loyalty programs.

In the context of ever-increasing competition in the air travel industry, customer experience plays a major role in the appeal of airlines and airports. The issues covered range from satisfaction and differentiation to operational efficiency. Loyalty programs, already key in air travel industry business models, have an important part to play thanks to the personalization of the customer relationship.