Real-Time Intelligent Passenger Notification Platform
The Challenge
In the aviation industry, the difference between a stressful journey and a seamless experience often comes down to having the right information at exactly the right moment. One of the country’s leading airlines sought to transform its relationship with customers, moving beyond traditional messaging systems.
The challenge was to design, build, and operate a platform capable of managing critical communication with passengers. It was necessary to integrate in real time the massive volumes of operational data — flight changes, boarding gates, seat assignments, baggage status — with customer management systems, ensuring that every message was relevant, timely, and personalised.
The Solution
GALEO led the development of a “communication engineering” approach through a real-time event processing architecture. This is not simply a message-sending system — it is an intelligent decision engine.
The solution is defined by three core capabilities:
- Operational and CRM Integration: The platform ingests and cross-references live operational data (gates, baggage belts, schedules) with customer information held in systems such as Salesforce.
- Business Rules Engine: Modular rules have been implemented to ensure that each notification is delivered in precisely the right context to be useful — filtering out noise and prioritising information that is genuinely critical to the journey.
- Real-Time Processing: An architecture designed to react instantly to any change in flight operations, guaranteeing that the passenger is always the first to know.
Business Impact
The impact of this platform is tangible and directly measurable in customer satisfaction.
- NPS Improvement: Passengers who receive these notifications report a Net Promoter Score (NPS) 12% higher than those who do not, validating the direct correlation between timely information and satisfaction.
- Seamless Travel Experience: The delivery of contextual information reduces passenger uncertainty and stress at key moments such as boarding and baggage collection.
Architecture & Technology
The solution is built on an Event-Driven Architecture capable of handling high data volumes with low latency.
- Core: Real-time decision engine and business rules processor.
- Integration: Connectors with flight operations systems and CRM (Salesforce).
- Approach: Data architecture for contextual communication.
Customer Review
“Delivering highly contextualised notifications has made all the difference at critical moments of the journey. Reacting in real time to flight operations not only relieves passenger stress — it has driven us to achieve a notably higher NPS.”