SITA has introduced a new offering called Customer Journey, which provides a “live” record of the passenger’s experience with the airline right down to seat preference, meal choice and the last time they made a complaint.

Published: 13 May 2009

SITA has introduced a new offering called Customer Journey, which provides a “live” record of the passenger’s experience with the airline right down to seat preference, meal choice and the last time they made a complaint.

According to the airline IT specialist, the new tool provides reservations agents with real-time customer data through a single open integrated database.

The information available through Customer Journey includes service experience which allows the airline to ensure no repetition of any disservice, said Francesco Violante, SITA CEO.

Customer Journey will also provide data to support business intelligence gathering, analysis and reporting at a later stage. Airlines will be able to extract information for use with revenue management and other airline systems.

Customer Journey is a new feature of SITA’s Horizon passenger management portfolio used by 138 airlines and several of them have already been to SITA’s demonstration facility in Atlanta, to see the new functionality in action during beta testing.

Customer Journey is an early deliverable in SITA’s next generation passenger management programme on which it is collaborating with Oracle. The overall objective of the programme is to migrate reservations, inventory, departure control and ticketing systems from legacy to open systems using Service Oriented Architecture.