Pre-Flight Customer Communication
Customer Experience & Loyalty › Customer Experience Operations · 15 L4 steps · 4 phases · 5 decision gates · Updated 2026-03-18 22:02
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Process Flow Diagram (BPMN)
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L4 Process Steps
| Step | Step Name | Role / Swim Lane | System | Input | Output | KPI | Dec? | Exc? |
|---|---|---|---|---|---|---|---|---|
Phase 1 1.1 |
Extract booked passenger manifest from PSS | CRM Data Analyst | Amadeus Altéa PSS | T-96h scheduler trigger; confirmed PNR bookings | Passenger manifest with PNR, contact details, flight segments | Manifest extraction latency ≤15 min from trigger; data completeness ≥99.5% | N | N |
| 1.2 | Enrich profiles with loyalty tier & preferences | CRM Data Analyst | Salesforce CRM | Passenger manifest from Step 1.1; Rapid Rewards member IDs | Enriched passenger profile: loyalty tier, seat preference, meal code, language, preferred channel | Profile match rate ≥95% against CRM records; enrichment processing ≤10 min per 10,000 records | N | Y |
| 1.3 | Validate communication consent & channel eligibility | CRM Compliance Analyst | Salesforce Marketing Cloud | Enriched passenger profiles; GDPR/CAN-SPAM opt-in records | Suppression list; approved channel map (email / SMS / push) per passenger | Opt-out suppression accuracy 100%; consent validation completed ≤5 min before send queue | Y | N |
Phase 2 2.1 |
Build personalised comms cadence schedule | Customer Communications Manager | Salesforce Marketing Cloud | Approved channel map; departure date/time per PNR | Communication schedule: T-72h, T-24h, T-4h, and day-of touchpoints per passenger | Schedule build time ≤20 min for full departure manifest; ≥98% of schedules created before T-72h window | N | Y |
| 2.2 | Generate dynamic itinerary & ancillary offer content | Content Specialist | Salesforce Marketing Cloud | Passenger profile; flight data (route, aircraft type, departure time, gate if assigned) | Personalised HTML/text email body; SMS template; push notification payload | Content personalisation token fill rate ≥99%; render error rate ≤0.1% across email clients | N | N |
| 2.3 | Validate dynamic content against live flight data | Content Specialist | Amadeus Altéa PSS | Draft communication content; live PNR and schedule data | Validated content batch; list of records with stale data flagged for re-fetch | Data staleness rate ≤0.5% at send time; validation cycle ≤8 min | N | Y |
| 2.4 | Run GDPR / CAN-SPAM compliance check on content | Compliance Analyst | Salesforce Marketing Cloud | Validated communication content batch | Compliance-approved send batch; rejected items routed back to content team | 100% of sends include mandatory unsubscribe link; compliance check completion ≤5 min | Y | N |
Phase 3 3.1 |
Send 72h check-in invitation with OLCI link | Comms Automation System | Salesforce Marketing Cloud | Compliance-approved send batch; OLCI deep link from Amadeus Altéa DCS | Email / SMS / push notification delivered; delivery receipt logged | Email open rate ≥45%; SMS delivery rate ≥98%; OLCI click-through rate ≥35% | N | Y |
| 3.2 | Deliver ancillary upsell offers — seat, baggage, lounge | CRM Analyst | Salesforce Marketing Cloud | Loyalty tier; current booking ancillary status from Amadeus Altéa PSS; pricing from ATPCO | Personalised offer email with real-time ancillary pricing; offer acceptance tracked in CRM | Ancillary revenue per communication ≥$4.50; offer acceptance rate ≥8%; unsubscribe rate ≤0.2% | N | N |
| 3.3 | Send travel readiness advisory — docs, visa, weather | Customer Communications Manager | Salesforce Marketing Cloud | Destination country; passenger nationality; IATA Travel Centre visa data; NWS / Weather API feed | Travel advisory notification including document requirements, TSA PreCheck reminder, weather summary | Advisory delivery ≥ T-48h before departure; advisory relevance score ≥4.2/5 in post-trip survey | N | Y |
| 3.4 | Confirm check-in status and deliver boarding pass | Check-In Agent / Automated System | Amadeus Altéa DCS | Completed OLCI session; seat assignment; SSR codes (wheelchair, UMNR, etc.) | Mobile boarding pass (PKPass / Google Wallet); check-in confirmation with seat and gate (if known) | Mobile boarding pass adoption rate ≥72%; boarding pass delivery latency ≤30 sec post check-in | Y | Y |
Phase 4 4.1 |
Monitor real-time flight status for schedule changes | Operations Controller | SITA AMS | Live OPS data feed from SITA AMS; ATC slot updates; weather NOTAMs via Jeppesen FliteDeck | Continuous status stream flagging delays, gate changes, cancellations per flight | Flight status event latency ≤2 min from OPS system to comms trigger; monitoring uptime ≥99.9% | N | N |
| 4.2 | Detect IROPS threshold breach and raise alert | Operations Controller | Amadeus Altéa PSS | Flight status stream from Step 4.1; IROPS threshold parameters (delay >30 min, gate change, cancellation) | IROPS event record; passenger impact list; notification trigger sent to comms platform | IROPS detection-to-trigger latency ≤3 min; false positive alert rate ≤1% | Y | N |
| 4.3 | Send gate change, delay or cancellation notification | Disruption Communications Team | Twilio / AWS SNS | IROPS event record; passenger contact details; new gate/ETD or cancellation flag | Push/SMS/email alert delivered; delivery confirmation logged in Salesforce CRM | First notification delivered ≤5 min of IROPS trigger; SMS delivery rate ≥99%; passenger awareness rate ≥90% (tracked via boarding rate post-alert) | N | Y |
| 4.4 | Generate and deliver rebooking options for cancelled flights | Disruption Resolution Agent | Amadeus Altéa PSS | Cancellation event; passenger PNR; available alternative flights; loyalty tier (for priority rebooking) | Personalised rebooking offer email/SMS with up to 3 flight alternatives; compensation voucher if applicable; self-service rebooking link | Rebooking offer delivered ≤10 min of cancellation confirmation; self-service rebooking rate ≥55%; contact centre deflection rate ≥40% | Y | Y |
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