Case Study: Leading Global Airline Company achieves $80M annual revenue opportunity and improved passenger satisfaction with Applied Predictive Technologies' Test & Learn®

Leading Global Airline Company - Customer Case Study

A leading global airline piloted a new inflight service model on a subset of flights and wanted to know whether it increased onboard revenue and improved passenger satisfaction. Analysis was complicated by bias in the selected flights (they already showed higher-than-average revenue) and by the many interacting entities (flights, customers, crew), making it hard to isolate the program’s true effect.

Using APT’s Test & Learn® software, the airline compared test flights to highly similar control flights to eliminate bias and quantify incremental impact. The analysis found a small overall lift in revenue and satisfaction, but revealed much stronger effects on specific segments—flights with many shorter‑tenured customers, longer‑haul routes, and those with lower prior satisfaction. By targeting the high‑response flights the software identified, the airline realized significant satisfaction gains and an $80M annual revenue opportunity from a prioritized rollout.