QPX™ Multiple-Partner Reward Shopping Generates Ancillary Revenue and Greater Customer Satisfaction
In 2004, Continental debuted QPX Reward Shopping, replacing a frustrating and time-consuming booking process with a simple and intuitive self-service experience. Customer approval surpassed expectations and, within the first year, Continental realized a 66% increase in online reward redemptions. This allowed Continental to reassign call center representatives to more revenue-generating tasks, which led to significant and sustainable cost savings.
Continental continues to innovate with ITA by using QPX’s advanced functionality to enhance its online reward shopping offering. The addition of multiple-partner reward shopping lets Continental’s customers shop, check availability, and use partner reward miles in addition to Continental miles. It gives customers more travel options, ease, and convenience, which ultimately increases customer satisfaction and spend.
Letting customers choose from multiple partner reward miles sets Continental apart from other airlines who offer automated reward redemption. Furthermore, it drives ancillary revenue from the sale of partner tickets and contributes to optimal mileage burn.
|
|
"QPX™ Reward Shopping lets us come up with creative ways to optimize mileage burn while giving our customers greater options and convenience."
John Slater
MD Distribution, Planning, and Electronic Commerce,
Continental Airlines
About Continental Airlines
Continental Airlines is the world’s fifth largest airline, servicing 292 destinations worldwide and carrying nearly 61 million passengers each year. Continental consistently receives acclaim for having the best executive/business class and for being Fortune’s #1 Most Admired Global Company and Most Admired Airline.
> www.continental.com
Case Study Booklet
|
