What is United Airlines 360?

United Airlines 360 is a unified customer and employee engagement platform designed to deliver a more personalized experience. United 360 was rolled out in 2021, and it aims to gather information from different sources to offer products and content that would be relevant to travelers in addition to relevant messages based on their experience with the airline.

The Purpose of United Airlines 360 The primary objective of United Airlines 360 is to use customer insights to deliver targeted campaigns and improve customer engagement. With the use of customer information on their preferences, trip history, and interaction history, United aims to enhance customer relevancy through product and service presentation and engagement from the booking process through their inflight trip and post-trip activities.

Some key objectives and desired outcomes of 360 include the following:

• Provide a better and more tailored travel experience for customers, thereby leading to increased satisfaction and customer loyalty. This involves customized propositions toward seats, upgrades, and other requests for additional services.
• Generate more ancillary revenues through the application of customer analytics at the right time to offer related services.
• Optimizing the customer experience through the use and collection of detailed customer data at strategic points throughout the traveling process, thus allowing employees to address needs that may be anticipated.
• Improve customer satisfaction with the support agents by providing them with traveler history and preferences to resolve problems quicker and more efficiently.
• Reward the most frequent travelers with tailored appreciation and offerings based on tier status, preferred routes, previous flights taken, and other factors.

United Airlines 360 Data: What Drives it?

The 360 platform integrates both qualitative and quantitative data from different sources within United Airlines’ systems and interfaces. This includes:

• Booking-related data: This can include rate and booking/reservation information for such services as route, cabin selection, choice of seats, meal preferences, and special requests for the current and previous processes.
• Purchase history on the aircraft, club memberships like United Club and Polaris Lounges, fee for baggage, seats, etc.
• Flight data: A member’s frequent flyer Premier status, lifetime flight miles, flight redemptions, etc.
• Customer support channel history: This is a record of the previous customer complaints/requests and the way they were handled, such as through e-mail, phone calls, or through the airport agent.
• Passenger’s travel history data: data regarding the route, seat preference, and interaction during the flight, along with disruption/exception history of the previous journeys.
• Satisfaction data: any feedback surveys conducted, online reviews, or complaints received.
• Email metrics include open/click-through rates the use of application browsers, and IP addresses.

Through these structured and unstructured sources of data in United’s technology systems, the company wants to have a comprehensive view of each traveler to then create exceptional experiences.

Exploring How United Airlines Utilizes 360 Data

United leverages 360-degree integrated data in a variety of ways across all aspects of company operations to improve every customer interaction and drive loyalty. United leverages 360-degree integrated data in a variety of ways across all aspects of company operations to improve every customer interaction and drive loyalty.

Retail & Digital Commerce Personalization

Includes tailored options and recommendations around travel products displayed during booking on United. com based on trip purpose, past purchases, and loyalty status:

• Offers suggestions for additional services such as preferred seating options, more legroom options, and Premier Access based on travel preferences and history.
• Allows the option of purchasing checked baggage during check-in should the trends in the past of carry-on and checked baggage be considered.
• Shows notifications and specific offers on fares tailored towards the premium status customers often traveling on certain routes.
• Personalization of Aircraft Check-In and Airport Servicing
• Uses past travel behavior patterns to deliver more personalized airport and onboard experiences.
• Some of the check-in cues that can be used and that focus on purchasing upgrades before the actual trip take into account the travelers’ history and status.
• Baggage tag printing was changed according to route baggage mishandling risk models utilizing data.
• High-value loyal fliers’ identities for better customer appreciation and treatment where gate agents were empowered with such data.
• In-flight Personalization
• Enables flight attendants to see passengers’ loyalty status, previous issues they had with flight experiences, and their requests for special services.
• Passengers who have some information about the flight attendants who served them: passenger name, status tier, and number of United flights taken in a lifetime.
• Captains can get information on which specific VIP customers are frequent flyers on each flight.
• Allows flight attendants to bring into operation special services for the customer’s preference, occasion, or to make up for a terrible experience.

Service Recovery Personalization

Equips customer-interaction employees dealing with baggage claims, refunds, and rebooking with a 360-degree view of a customer’s journey and prior unresolved issues that may require follow-up.

Travel Planning Personalization

Frequent flyer sends e-mail promotions on new routes from home airports based on travel history data or high-value customer status.

• Direct marketing of an e-mail special offer for a new Denver to London route to customers who are likely to travel between these destinations.

  The Future Roadmap

  United will also escalate the use of data insights from 360 for further customization of the experience.

  Some key initiatives on the horizon include:

• For instance, the ability to recognize high-value customers in real-time at other touch points such as check-in, boarding, or airport lounges.
• Engaging 360 data to support the integration of self-service kiosks.
• Implement a past-choice-based dessert & beverage recommendation system for the Elite cabin category.
• Follow up with post-flight surveys according to prior trip history and incorporate feedback into the 360 process.

All in all, the 360 platform represents United’s approach to moving away from the concept of experience being a homogeneous experience that has to be delivered in a broad sense and towards an ability to deliver care for the many through leveraging data and digital. It centralizes customer information across the firm and embeds it into all strategic decisions. With 360, United can deliver against its brand promise: The headline of the article is “Good Isn’t Good Enough. ”

Book your United Airlines ticket now! Call +1 833-902-2090