Customers > Travel & Hospitality

Alaska Airlines

Alaska Airlines is famous for consistently top-rated customer satisfaction. They wanted to extend their signature service into every interaction with their guests and knew that customer data was the key.

image of Alaska Airlines logo overlaid on a photograph of their first class cabin with people
+198%
Increased conversion rate
61.1%
Increased open rate
22.5%
Increased click-through rate
30%
Cost savings on online ads

The challenge

Alaska Airlines wanted to be able to deliver the right messaging at each stage of guest engagement to drive pre-trip product adoption and streamline the guest experience, but they needed a unified view of their customers connected to their marketing stack in order to do so. 

Their data was scattered across systems for reservations, loyalty, and the mobile app, and until these could be connected, they would be unable to execute the initiatives they had planned to improve customer experience and drive better business results.

The solution

Alaska Airlines assembled a Customer 360 using Amperity, pulling together all of their data for the first time ever. Segmenting based on attributes like route, aircraft type, and cabin seating, they created a dynamic pre-trip journey orchestration, triggering up to four personalized messages per guest. 

They also implemented a real-time API integration between Amperity and their booking system to allow for updates with flight and reservation information every two hours, so that messages to customers reflected all the latest details.

"Now, I flip a switch in my script and run it for a different brand. Amperity has improved our decision-making process, making it possible to create more personalized customer experiences across our brands."

VP of Customer Analytics Footwear Retailer

Customer data beyond marketing

Alaska Airlines joins a conversation with DICK’S Sporting Goods about how they apply customer data to drive value and engagement across their organization, challenging the common misconception that Customer Data Platforms are just for marketers.

Collage of the speakers at the webinar

Amplifying the moments that matter

Customer data can help a brand know what messages to send at critical moments so that customers know they’re being well-taken care of. Alaska Airlines joins a discussion with other Amperity clients to share how they put this idea into practice.

Photograph of four panelists on stage for "Moments that Matter" panel

Reimagining traveler loyalty

After weathering the challenges of COVID-19, Alaska Airlines is at the forefront of redefining how to operate a successful loyalty program based on robust customer data.

Group of 8 airplane windows showing illustrations of typical views while in a flight

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