Case Study

Air Europa: A commitment to customer centricity

  • Personalized messages delivered in real-time

  • Increased transparency and control of the end-to-end journey
  • Contextual experiences delivered across channels

"Our world revolves around our customers. To be able to identify, personalize, and manage all our interactions, for all of our passengers, from one platform is truly transformational. "

Sandra Lenis Director of Products & Customers , Air Europa

The Business Issue

Founded in 1986, Air Europa is one of Spain’s largest airlines, serving around twelve million passengers per year.

In addition to operating in a mature and complex market, Air Europa was facing a new set of competitors – low cost airlines. To differentiate themselves from the competition, Air Europa realized they needed to compete on the basis of passenger experience.

But siloed systems, incomplete and inaccurate customer profiles, and a lack of best-practice guidance for call center agents lead to inconsistent and unpredictable engagements.

The Solution

Air Europa chose Pega as their single platform to unify every step of the passenger journey, managing every interaction from bookings to baggage claims. With Pega, Air Europa is transforming their core processes such as overbooking and claims, while creating a 360° customer view. By providing next-best-action recommendations to their agents, they can react to every passenger in real time - offering solutions such as alternative flights or compensation. As a result, Air Europa is achieving their goals of increasing customer satisfaction and growing their loyalty program enrollment.

With this single view of the traveler, Air Europa is ready to personalize the engagement with the customer on a 1:1 basis through multiple channels with contextual and personalized offers for ancillaries and tailored destinations

The Results

With Pega, Air Europa has seen fantastic results like:

  • Improved operational and process efficiency
  • Reduced IT cost and time to market
  • Clear, personalized and contextual communications;
  • Consistent experience across any channel
  • Customer queries resolved quickly and efficiently

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Tags

  • Industry: Airlines and Travel
  • Product Area: Marketing
  • Product Area: Customer Service
  • Product Area: Customer Decision Hub
  • Challenge: Cross-Selling/Up-Selling
  • Challenge: Customer Service
  • Challenge: Customer Retention