BSI: Teradata Case of the Misconnecting Passengers

Summary

The BSI team is tasked with improving Air London's rebooking engine to enhance customer satisfaction. They face a challenge at the Frankfurt hub where four passengers miss their connections and only two seats are available on the last flight. The team examines passenger data, including frequent flyer miles and booking channels, to make informed decisions. They propose a rules-based engine that incorporates real-time data and customer-centric displays for frontline staff. Additional insights from live contact center notes and operational factors are considered. The team suggests leveraging inflight internet for interactive customer engagement, potentially resolving rebooking issues proactively.

Takeaways

• 🛫 The BSI team is tasked with improving Air London's rebooking engine to address low customer satisfaction ratings due to misconnects at hubs.
• 👥 A specific scenario involves four passengers missing their connections at Frankfurt with only two seats available on the last flight, requiring a decision on who to prioritize.
• 🎯 The team aims to enhance the rebooking process by incorporating real-time data and analytics to make more informed decisions.
• 📊 They access passenger information, including frequent flyer miles, ticket prices, and travel history, to assess the value of each passenger.
• 💼 Financial contribution scores, lifetime value predictions, and current year revenues are added to the rebooking screen to better understand passenger value.
• 📈 The team considers the booking channels, costs, and operational factors like check-in with an infant or lost luggage to inform rebooking decisions.
• 🔍 Real-time factors such as live contact center notes and operational issues are integrated into the rebooking engine to enhance decision-making.
• 💡 A customer-centric display is proposed to give frontline staff a comprehensive view of each passenger's situation and value.
• 🌐 The idea of using inflight internet for interactive screens with passengers is suggested to gather information and provide rebooking options.
• 📈 The team identifies that by leveraging real-time data and interactive capabilities, they could have accommodated all passengers, including those with special circumstances like infants and lost luggage.

Q & A

What is the main issue Air London is facing?

Air London is facing issues with irregularities in passenger handling at their hubs, which is negatively impacting their customer satisfaction ratings.

What specific problem scenario is presented in the script?

A misconnect situation at the Frankfurt Hub where four passengers miss their original connections and only two seats are available on the last flight of the day.

What is the goal of the BSI team in this scenario?

The goal of the BSI team is to overhaul Air London's rebooking app using a better rules-based engine that includes more real-time factors and triggers.

What information does the impacted customer report contain?

The impacted customer report contains basic passenger information such as origin, destination, ticket class, frequent flyer miles, and other relevant data to aid in rebooking decisions.

Which passengers are considered in the decision-making process?

The passengers considered are Jason, who is flying from Cairo through Rome to Frankfurt; L, a first-time flyer from Japan; and Conrad, a high-value Cher One customer with significant lifetime miles.

What additional fields are added to the rebooking screen by Matt and Jodi?

Matt and Jodi add new fields to the rebooking screen that contain additional information about each passenger, including financial contribution scores, lifetime value predictions, and current year revenues.

How does the booking channel impact the rebooking decision?

The booking channel impacts the rebooking decision by providing information on the cost and usage of different channels, which can influence the airline's decision on who to prioritize for rebooking.

What operational real-time factors are considered for the rebooking engine?

Operational real-time factors include information such as passengers with infants, lost luggage, and delays from previous flights, which can affect the rebooking priority.

What is the proposed solution for better rebooking decisions?

The proposed solution is to load all relevant information into Air London's active data warehouse for real-time analytics, which would give them a competitive edge in making better rebooking decisions.

What is the idea for utilizing inflight internet seat capabilities?

The idea is to use popup screens to interact with impacted customers, giving them options and gathering information based on the rebooking scoring, which could help accommodate their needs more effectively.

How does the BSI team plan to improve customer satisfaction with the new rebooking system?

The BSI team plans to improve customer satisfaction by incorporating a variety of factors into the rebooking engine, such as customer lifetime value, booking history, and real-time operational data, to make more informed and customer-centric rebooking decisions.