Case Study: Scandinavian Airlines achieves higher customer lifetime value and increased revenue per passenger with Adobe Analytics

Scandinavian Airlines - Customer Case Study

Scandinavian Airlines (SAS) faced a fragmented marketing environment, rising costs, and new low‑cost competitors and needed to integrate online and offline customer experiences, better engage frequent flyers, and expand revenue streams while improving marketing efficiency. To tackle this, SAS partnered with Adobe Analytics, deploying Adobe Experience Cloud solutions including Adobe Campaign, Adobe Experience Manager, Adobe Target, Adobe Analytics, and Adobe Audience Manager.

Using Adobe Analytics and the broader Adobe Experience Cloud, SAS consolidated customer data, automated CRM workflows, and delivered personalized, timely offers across channels (including integration with Amadeus for dynamic pricing). The Adobe Analytics‑enabled solution drove more loyal frequent flyers, increased customer lifetime value and revenue per passenger, improved campaign effectiveness, reduced manual work and costs, and delivered measurable ROI on marketing.

Scandinavian Airlines

Didrik Fjeldstad

Vice President of Marketing