If Airlines Could Read Your Mind (Some Already Can – It’s Called CRM)

March 24, 2009 | Posted in: Airline News,Ask Rick,Passengers

Wouldn’t it be something — if your airline knew you’d had a bad day – for example, maybe you were bumped from a flight, or endured a delay of several hours – and they automatically offered you a nice little freebie? A drink, an upgrade? Don’t tell me I’m dreaming. On a small scale this is already happening, according to Scott McCartney’s Middle Seat column. The airlines, he writes, are doing more and more with CRM systems (“consumer relationship management”) – technology that tracks your preferences and history – as in, “We can’t bump this guy – we bumped him yesterday!” It’s turning up in small ways at Alaska Airlines – for example, flight attendants are now alerted to “elite” passengers sitting in coach, and bring them their favorite drink as a “thanks for your business” gesture. Nice idea. But, McCartney says, CRM technology is not in wider use because the airlines “have multiple old computer systems that don’t share information well.” I know the airlines already have a million things on their plate, what with passenger traffic in “Great Depression” mode – but this could be invaluable in terms of great publicity – and more importantly, it seems like it could create customer loyalty like nothing else. Readers, your thoughts?

Share|

4 Responses to “If Airlines Could Read Your Mind (Some Already Can – It’s Called CRM)”

1. CRM says:

   March 25, 2009 at 12:44 am

   This is bad news for Farecompare.com Most of Farecompare.com customers will be treated like dirt. Why? Since we always book the cheapest tickets.
   It’s too much information that the airline agents can know about the customers, it can go toward the bad way.
2. Kay says:

   March 25, 2009 at 1:06 am

   I have been searching for roundtrip airfare from TPA/ATH. Farecompare indicates that on the dates we wish to travel the price range should begin at $807. I have searched and compared all the sites suggested by Farecompare and cannot find any fare at that price. Why? Thank you.
3. Rick Seaney says:

   March 25, 2009 at 9:51 am

   We show the airlines cheapest published price for those days, it is their decision on a flight by flight basis to release seats at their published price.

   Summer prices have not come down significantly but I was able to find $529 all in prices in may for example May 13 thru 20 on Delta at $521 as you get post mid may the prices go up by about $300 at the moment, for example June 1 thru 9 $845.

   Cheers,

   Rick
4. Elliot Campbell says:

   March 25, 2009 at 11:27 am

   If they can read my mind, they should know they should drop the fare a bit on the April booking I am trying to make to YYZ. My mind says: bring down the fare to the norm of the last few months. their computers certainly aren’t reading my mind – in fact, at 21 days out now, I’m willing to bet they will do the opposite by tomorrow.