A global airline changed its inflight service model on a subset of flights and leveraged Test & Learn® to measure its impact on revenue and guest satisfaction, and target rollout to the best response flights.

The Company

A leading global airline

The Challenge

The company introduced a new inflight service model for flight attendants in a subset of its flights, and wanted to answer two key questions: Does the change drive an increase in revenue? Is passenger satisfaction improved? The airline turned to APT to help answer these questions.

The Results

With Test & Learn®, the airline was able to determine on which types of flights and with which types of customers the new service model drove revenue and passenger satisfaction improvements. These insights enabled the airline to prioritize rollout to the flights predicted to respond best to the program.

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