Saudia Business Case

Improve passenger perception thanks to priorization on a dozen of items

In today's competitive aviation industry, airlines strive to provide exceptional passenger experiences. One key factor contributing to passenger satisfaction is the comfort and functionality of cabin equipment. However, identifying and addressing potential issues can be a complex and time-consuming process.

The Challenge

Traditional maintenance practices often rely on reactive approaches, addressing issues only after they have occurred. This can lead to unexpected breakdowns, disruptions to flight schedules, and negative passenger experiences.

The Solution: A Data-Driven Approach

Our software suite leverages advanced data mining techniques to analyze a wealth of information, including technical data, passenger reviews, and crew reports. By comparing these data sources, we can identify potential issues and implement proactive maintenance strategies.

A Real-World Example

One of our clients, the leading airline Saudia, was experiencing some negative feedback from passengers regarding the stability of their tray tables. Passengers complained that the tray tables were often tilted, leading to spills and inconvenience.

By analyzing passenger reviews and technical data, our software identified a correlation between loose set screws and the tilting issue. Armed with this insight, the airline implemented a preventive maintenance program to tighten the set screws on all affected tray tables.

This is one of a dozen maintenance items we’ve identified through data analysis to directly impact passenger perception, specifically focusing on business class seats.

As a result of this proactive approach, the airline witnessed a significant improvement in passenger satisfaction. Cabin comfort ratings increased from 7.8/10 to 8.5/10 during the following months.

Conclusion

By embracing data-driven maintenance, airlines can elevate their service standards, increase passenger satisfaction, and gain a competitive edge.