Airlines Customer Segmentation in the Hyper-Competition Era

Abstract

As the airline industry reaches its maturity, so do the passengers who are looking for more sophistication in terms of the products and services they buy or expect. Offering a large array of services to customers with different expectations who await customization along their journey has become more challenging for airlines all over the world. Coping with changes in a volatile environment means that airlines need to redefine their customer segmentation, evolving from a social-demographic to a more complicated behavioral approach which encompasses the whole traveling experience and the way airlines deliver at every touching point.

Keywords

• airlines customer segmentation
• multi-customer segmentation
• socio-demographic segmentation
• behavioral segmentation
• airline competition
• airline commercial strategy