Case Study: U.S. Large Airline Company boosts ancillary revenue with Mu Sigma's recommendation engine optimization

Recommendation engine to lift ancillary sales for a leading airline

Mu Sigma worked with a large U.S. airline company whose marketing and loyalty teams relied on a third-party recommendation engine to offer ancillary services during web and kiosk check-in. The customer faced limited visibility into how the engine worked, and the existing recommendations were converting at only about 8%, making it difficult to improve revenue.

Mu Sigma used predictive analytics to inspect the engine, automate performance reporting, analyze metrics, validate hypotheses, and identify additional data needed to improve recommendations. As a result, Mu Sigma enhanced the recommendation engine and drove a 30% lift in ancillary revenue for web check-ins and a 3% lift for kiosk check-ins.