How good CX boosts revenue for airlines

First, and arguably most importantly, optimising the airline customer experience means that an airline can increase its authorisation rates and thus bring in more revenue.

Online customers now expect seamless payment experiences. As such, they have a much lower tolerance for poor experiences. This low frustration threshold means that customers looking to book a flight online will quickly give up and choose to shop elsewhere if they find the payment process protracted, obtuse, or otherwise unwieldy.

Thus, the key to establishing better brand loyalty among airlines is for vendors to answer the unmet needs of customers and streamline the booking process at all stages of the consumer journey.

Another advantage is that a seamless payment experience means an airline can be proactive about potential lost revenue: allowing it to keep ahold of its existing customers while tapping into new segments elsewhere with potential new customers.

There’s also the fact that digital customers now expect online stores to have a wide variety of payment options. In the globalised digital travel marketplace, brands need to ensure that all currencies can be accepted from any part of the world.

Locking consumers out of paying for tickets with their preferred payment method means an airline limits a significant consumer segment from their purchases for no good reason. By adopting a better payment management system – one that enables as many potential customers to make purchases as possible – brands can thus increase their potential takings and therefore make their pricing more competitive.

So, now that we know what the benefits are to airline merchants, what’s the easiest way for an airline to improve customer experience and give customers what they want?