The airline industry historically has been amongst the least profitable. At every chain, there exist other vendors who take away the bulk of the incomes. That is why as the oft repeated maxim says, “necessity is the mother of all invention”, airlines have constantly strived for business innovations simply to survive and grow. In terms of technology, decisions support systems and use of data, airlines have always been the pioneers. Now strategic partnerships are being forged with car rental companies, OTAs (Online Travel Agencies), airports or analytics firms simply to leverage the world of collaboration. The concept of loyalty schemes also emanates from airlines’ frequent flyer programmes. Now the focus has also gone towards business analytics which crunches enormous quantities of independent social media data. WNS has been at the forefront of this trend by analysis this data, both social as well as otherwise to provide business insights. The airline industry in general has always had a customer-centric approach which is why such data crunching will provide information to further improve the service provided to customers.

Source:http://knowledge.wharton.upenn.edu/article/leveraging-customer-analytics-the-airline-industry/