Travelers respond quickly when presented with options

July 30, 2018

The Yana platform dynamically re-accomodates passengers from targeted flights (flights that may be oversold, selling ahead of the booking curve, or subject to IROPs, schedule changes, or downgauge) to alternative flights. Yana sends offers with multiple options via mobile communication channels (e.g. SMS). Customers who accept receive a benefit in the form of a voucher for future travel, upgrades, etc.

When faced with the need to move passengers, fast customer responses are critical to success. Volantio has communicated with over 750,000 passengers to date, and based on our analysis we’ve found that customers respond quite quickly (see graph above):
25% of responses come within 10 minutes
50% of responses come within one hour
75% of responses come within five hours

The quick response times exhibited by passengers demonstrate the ability for the Yana platform to recover inventory within compressed time frames. Some potential key takeaways for airlines:

Passenger response times are self-driven, as expiration times are not expressly communicated. Therefore, passengers are actively pursuing offers without being influenced by arbitrary response deadlines
Passengers are aligning their responsiveness to the timeliness of the industry. The quick response times mean passengers are aware of the potential for change and are willing to respond in suit to avoid any travel interruptions
The data follows a classic cumulative Pareto distribution (“80/20” rule). Knowing the shape of an airline’s individual curve will help guide decisions around “how long to wait” before making key operational and commercial decisions

Finally, it’s important to note that the above results will differ from airline to airline and will change over time. However, they provide another useful starting point to think about improved passenger interactions.