The companies will consider every multi-channel, multi-step booking experience. Digital needs will be prioritised according to impact on the business and the customer.
Air Europa flies to more than 55 destinations and plans to enhance digital experience for customers through the partnership with Quantum Metric.
“From the first time they visited our site, customers need to feel that the booking experience is seamless and in tune with their needs,” said Óscar Riolobos, web director at Air Europa.
“Quantum Metric provides an enterprise-grade infrastructure for analysing our customer experience, enabling a clear and direct understanding of even the most complex parts of our digital experience today.
“This empowers my team to be customer-first, prioritizing what to act on next based on its impact across our global customer base.”
Quantum Metric’s most recent Travel Benchmarks Report suggested that at least 51% of consumers use multiple channels while making a booking, from travel research to the check-in and flight experience.
The company will provide visibility for Air Europa in terms of the omnichannel customer experience and customer behaviour. This will allow Air Europa to adapt its experiences according to shifting and evolving patterns.
Mario Ciabarra, CEO and founder of Quantum Metric, said: “Digital has dramatically evolved how we travel today. What was once transactional has become a complex experience that lasts long after the flight is booked.
“Travel brands like Air Europa are setting the bar for how to build customer-led relationships with travellers that convert them into customers for life.
“Our partnership with Air Europa will help to provide structured guidance and enable teams to feel confident in knowing that the digital priorities they are focused on today will not only move the business forward, but positively impact how people are able to travel in the coming months and years.”