Customer Case Study
Alaska Airlines Streamlines Travel Experiences and Fosters Engagement with Airship’s Mobile Wallet Solution
Alaska Airlines is a leading US airline with a long history of customer-centric service and a deep commitment to the communities it serves. Having recently joined forces with Hawaiian Airlines and as a proud member of the oneworld Alliance, Alaska is rapidly expanding its global presence and strengthening partnerships.
Driving Digital Engagement and Convenience with Airship
35%
YoY growth in mobile wallet adoption
90%
of passengers checked in before arrival at the airport
Overview
As a oneworld Alliance member, Alaska Airlines is part of a massive network serving more than 900 destinations in 170 territories with hundreds of airport lounges. With this expansion, the airline has deepened its commitment to delivering exceptional experiences wherever its customers travel. This mission includes pioneering innovative mobile solutions like the Carrier Connect Program, designed to integrate seamlessly with other alliance airlines and deliver greater benefits to travelers.
By integrating Airship’s mobile wallet solution into its cross-channel mix, Alaska set out to increase convenience, speed-to-gate and customer satisfaction with exclusive lounge access.
Challenge
Alaska Airlines needed to reduce wait times at the airport and drive the adoption of mobile wallet boarding passes offering frictionless experiences — a change from physical boarding passes and plastic frequent flyer cards. Additionally, the airline needed to ensure seamless integration with its new alliance partners, delivering consistent customer experiences across the globe — and across channels.
Results
The implementation of Airship’s mobile wallet solution in Alaska’s broader cross-channel strategy empowered passengers to take full advantage of the airline’s new features and loyalty perks — including more convenient day-of travel journeys, rewards tracking and redemption, and exclusive lounge access. By focusing on delivering more value to customers throughout their travel day and across channels, Alaska Airlines successfully drove increased feature adoption and overall engagement.
“We set out to help our customers unlock more value from the travel experience with a streamlined customer journey — inside and outside of the airport. Airship’s sophisticated mobile wallet solution made it easy to achieve this, creating a seamless and integrated day-of travel experience that exceeds rising customer expectations.”
Tracy Brooks
Manager Product Management, Mobile App, Alaska Airlines
Solution
Boosting Value & Convenience with Airship’s Mobile Wallet Solution
Increasing Convenience and Speed-to-Gate
Alaska Airlines empowered passengers to seamlessly store and use their mobile boarding passes on both Android and iOS devices — including branded passes with partner airlines. This shift to a mobile-first solution improved the guest experience by minimizing the need for paper passes, streamlining the check-in process and providing a more efficient way for travelers to get to their destination.
Delivering Elite Lounge Access with Location-Based Triggers
Alaska Airlines also implemented location-based triggers to invite frequent flyers to enter nearby Alaska lounges, delivering lounge passes directly to their mobile wallet. This innovation made it easy for passengers to take advantage of perks, offering customers added value during their travels.
Streamlining Rewards with Mobile Wallet Members Cards
The introduction of a mobile wallet member card allowed regular travelers to effortlessly track mileage and redeem rewards. Rather than searching for a physical card, passengers can now easily check their rewards status and make quicker, more informed decisions about loyalty benefits from their wallet app pre-installed on their phones.
Let’s Talk
We would love to understand your brand’s top customer experience challenges and explore how we can help. Get in touch today for a conversation and a personalized demo of the Airship Experience Platform.