The silent majority
A delay. A broken promise. Another reason to fly elsewhere.CQI helps you see trust eroding and act while you can still keep the passenger.
Why airlines need CQI
Airlines run on promises: on-time departures, reliable baggage, the seat a passenger chose. When those promises break, your systems may record the event without showing what it means for that customer.
A delay, a lounge refusal and failed Wi-Fi can look like separate incidents. To the passenger, they are one experience, and a reason to switch carriers.
By the time they stop booking, the chance to recover their trust may already be gone.
Customer Pulse
A color for each passenger, built from their journey and updated as new signals arrive. See whose trust needs attention before the next booking is lost.
Each state carries the context and next action, not just a color.
What CQI contributes
CQI connects signals across the passenger lifecycle, so your teams can understand the experience, recognize eroding loyalty and respond with context.
Bring together what happens across booking, check-in, the gate, onboard and beyond. See the friction that a survey can miss.
Identify whose trust is eroding and why. Help teams prioritize the passengers who need attention before they go silent.
Guide the right team toward a tailored recovery action, using your airline’s playbook while the relationship is still recoverable.
CQI in action
Carry the passenger’s history into every moment of care.
Seat reassigned last time: preferred seat locked for today.
The problem from the last trip is not repeated on this one.
Free lounge access.
Acknowledge the earlier disruption and offer the lounge before the passenger has to ask.
Priority boarding.
The gate team knows the passenger’s situation before they arrive.
Crew fully updated for proactive care.
Recommended actions are ready onboard, and the crew can report events related to passengers.
Route the passenger at risk with context.
The agent sees the full history and can respond with understanding.
Start with your airline’s recovery playbook. Track how the passenger’s relationship recovers over time.
One cabin, one segment. 90 days from data integration to your first live color map.
Before you start
Your airline’s own operational and customer records, not surveys alone: bookings and PNRs, flown segments, delays, cancellations and diversions, baggage incidents, contact centre and written interactions, complaints and compensation, loyalty activity, lounge visits and cabin-condition faults. Survey and NPS responses are added where they exist.
Your existing systems feed one Customer Brain: CRM, loyalty and billing; flight operations, PSS and dispatch; app, web, IVR and bots; lounge, gate-scan and IFE systems. Gate agents, cabin crew, lounge staff, the contact centre and executives then see the same passenger and the same recommendation.
All data is handled under the confidentiality and data-protection terms agreed with your airline. Personal identifiers are used only to link records to one passenger across systems, and can be pseudonymized at source as long as the same key is used in every extract.
With a pilot on one route, one cabin and one segment: 90 days to the first live color map and an ROI proof point within six months. Historical extracts as flat files or database exports are enough for the pilot. On day one CQI runs your own recovery playbook; over time it learns what works and recommends better actions.
Why act now
Every journey is another opportunity to protect the next booking. Start seeing the passengers your current metrics miss.
Talk to our team