AEGEAN Airlines Enhances Customer Experience and Loyalty Through Oracle Cloud Technology

Enhancing Passenger Experience at AEGEAN Airlines with Oracle

AEGEAN Airlines, the proud flagship carrier of Greece, is taking significant steps to improve customer experience and foster loyalty among its passengers. With the use of Oracle Fusion Cloud Customer Experience (CX), AEGEAN is on a mission to transform the way it engages with travelers, offering personalized experiences that cater to individual preferences.

Last year, AEGEAN successfully transported over 16.3 million travelers across 162 destinations in 47 countries. The airline, including its subsidiary Olympic Air, decided to streamline customer data from a variety of sources within the organization. This centralization is aimed at enhancing customer data management and enabling decision-making based on insightful customer data. By harnessing these insights, AEGEAN aims to provide seamless and tailored experiences for its travelers.

Elias Mandroukas, the Deputy Chief Commercial Officer for Digital and Marketing at AEGEAN stated, "At AEGEAN, we remain focused on our objectives to offer best-in-class, personalized retailing capabilities and a unique customer journey that will facilitate an engaging and life-long relationship with our customers." The collaboration with Oracle allows AEGEAN to create a rich database about its customers, thereby enabling a better understanding of their needs through interconnected data signals.

After a year of implementing Oracle Cloud CX, AEGEAN has reported unification of customer data and an enhancement in service delivery. The Oracle Unity Customer Data Platform has been pivotal in developing comprehensive customer profiles which allow AEGEAN to tailor the travel experience for each individual across various channels. This means each passenger can expect bespoke communication and offers suited to their specific travel habits and preferences.

Moreover, Oracle Fusion Cloud Marketing empowers AEGEAN to launch multichannel marketing campaigns designed for different customer personas. This approach not only aids in engaging a diverse customer base but also significantly optimizes conversion rates across digital platforms.

Rob Tarkoff, Executive Vice President and General Manager at Oracle Cloud CX, remarked on AEGEAN’s innovative strides in customer experience management. He emphasized the importance of leveraging customer intelligence data to understand and serve clients better, ultimately translating into increased bookings and enriching customer interactions.

As part of the Oracle Fusion Cloud Applications Suite, the Oracle Cloud CX suite integrates the latest in AI technology, aiding organizations in nurturing customer relationships throughout marketing, sales, and service operations. The embedded AI serves as both an advisor and assistant, helping businesses analyze collected data, improve operational metrics, and enhance customer experiences.

AEGEAN Airlines has established itself as a leader in the aviation sector since its inception 25 years ago. It now operates a total of 250 routes, including 55 domestic and 195 international, facilitated by a fleet of 83 modern aircraft. With a commitment to excellence, AEGEAN has consistently achieved recognition as one of Europe’s top regional airlines, recently boasting an annual revenue exceeding €1.7 billion.

To sum up, AEGEAN Airlines is making considerable investments in technology to ensure a superior journey for its passengers, striving for an enhanced loyalty program through personalized travel experiences. Their ongoing partnership with Oracle promises to pave the way for future innovations in customer experience within the airline industry.

For more information on AEGEAN Airlines, visit aegeanair.com.

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