Case Study: Aer Lingus improves digital customer experience with Quantum Metric

Building customer understanding across web and mobile with Aer Lingus

Aer Lingus, the Irish flag carrier and member of IAG, relies on digital channels for most direct bookings and needed a better way to understand and improve its customer experience. After moving from quarterly waterfall releases to iterative product development, the airline turned to Quantum Metric to replace traditional analytics and delayed Voice of Customer feedback with real-time visibility into what customers were doing and why.

Using the Quantum Metric platform, Aer Lingus improved prioritization and speed to insight across key journeys such as check-in, flight search, and mobile. The team identified major drop-offs around ancillary purchases at check-in and a costly error message blocking some flight searches, enabling faster fixes and better business impact. Quantum Metric also gave Aer Lingus stronger visibility into mobile and app experiences, supporting its digital strategy across platforms.

Aer Lingus

Dave O’Donnovan

Chief Digital and Information Officer