Case Study: Avianca delivers personalized customer experiences with Amadeus Customer Experience Management

Avianca takes customer centricity to new heights with Amadeus Customer Experience Management

Avianca, one of Latin America’s leading airlines, wanted to strengthen customer centricity and differentiate its service in a highly competitive market. To support this goal, Avianca turned to Amadeus Customer Experience Management to build a more comprehensive view of each traveler and improve front-line customer touchpoints with more personalized experiences.

Amadeus implemented Customer Experience Management alongside Amadeus Anytime Merchandising, enabling Avianca to collect customer data, identify passengers, generate insights, and deliver targeted alerts and offers at call centers, check-in, boarding, and onboard. The solution helped Avianca recognize top customers, support first-time flyers and disrupted travelers, and provide more relevant service based on passenger context, helping the airline improve personalization and customer satisfaction across 108 destinations in 28 countries.

Avianca

Hernán Rincón

CEO