SkyTeam insights and analytics: solving interline transfer passenger pain points
Thanks to our new Dashboard collating and visualizing critical data and metrics from across our member airlines, it’s now easier than ever to identify and solve key interline customer pain points across the alliance.There will be plenty of opportunities for us to significantly improve and enhance the experience for interline transfer passengers over the coming year and beyond.
But first, take a look back at SkyTeam’s performance in 2019 with the stats below, direct from the Dashboard:
What can we celebrate?
What can we look to improve?
On average, every day:
Understanding these issues will help us put effective solutions in place to better the interline transfer passenger experience across the alliance. Further enhancements to the Dashboard’s information feeds in 2020 will enable a range of additional advantages in monitoring our customers’ journeys, including improved tracking of flight status and Out, Off, On, In (OOOI) insights – The 4 key times measured for a flight. Out of the Gate/Departure, Off the ground/Takeoff, On the ground/Landed, In to the Gate/Arrival. We will also benefit from enhanced Transfer Passenger Information (TPI) files which will enable the reporting of interline transfer passenger volume by SkyTeam loyalty tier level and actual misconnect rates.
Several member airlines have already started to generate this enhanced TPI data this month, including Aeromexico, Air France, Alitalia, China Eastern, Czech Airlines, Delta, Vietnam Airlines and XiamenAir.
SkyTeam members can request to access and use the dashboard through their airline SkyTeam manager, or by contacting SkyTeam’s Manager – Insights & Analytics David Sewall on david.sewall@skyteam.com