As it gears up to fly its 100 millionth passenger by the third quarter this year, Asia’s first low cost airline, AirAsia, is working on how to turn price-sensitive customers into loyal ones.
The airline will be launching a frequent flyer programme soon and Kathleen Tan, regional head of commercial, is quick to add to that “to us, it will be a business unit to earn ancillary revenues”.
It is also investing in CRM. Tan says:
“As an eight-year-old airline, our tools are not so sophisticated yet but we are investing in this area so that we can understand how you as an individual book with us, what you buy when you fly with us and if there is a flight delay, recognize someone who is a key customer a priority seat on the next flight”.
Read the full story at:http://www.tnooz.com/2010/04/22/news/air-asia-on-ancillaries-facebook-and-mobile/