CUSTOMER SUCCESS STORy
Alaska Airlines Exceeds Customer Expectations with a Friction-Free Day-of-Travel Experience
The Alaska Airlines mobile app simplifies the traveler’s experience at every touchpoint along their journey — from booking trips to accelerating check-in to delivering quick access to the most up-to-the-minute flight information. It’s one of the reasons the airline has ranked highest in customer satisfaction by J.D. Power for 12 consecutive years.
Alaska Airlines has long been on the forefront of adopting new technologies to improve its operations and deliver better experiences to passengers and employees. As the airline’s customer base became increasingly connected to mobile devices, it saw tremendous opportunities to improve app engagement while streamlining the travel experience, growing revenue and reducing costs.
Alaska Airlines is one of the most popular West Coast air carriers. With the acquisition of Virgin America, it became the fifth largest in the nation, transporting over 47 million passengers annually.
Of Alaska Airlines’ 6.5 million active app users, over half take advantage of mobile check-in, and more than 68% opt in for day-of-travel notifications.
Mobile App Push Notifications, Mobile Wallet
There’s so much I could say about the technology and the platform, but the thing that keeps us coming back is the relationship. It’s a true partnership.”
A Seamless Passenger Experience — From Check-In to Boarding
- Real-Time Travel AlertsPush notifications ensure travelers are informed of delays, gate changes and other circumstances — right up until their plane is ready to depart.
- Digital Boarding Passes via Mobile WalletBoarding passes automatically appear on passengers’ lock screens once they arrive at the airport — and are dynamically updated with new seat assignments and flight details.
- In-Flight Marketing NotificationsAlaska Airlines uses Airship to promote ancillary services that enhance customers’ in-flight experience.
By the Numbers