It's a Bird, It's a Plane...No, It's BIA
I am in the upper echelon of air travelers. I spend more time at airports than most people in the United States do. And let me tell you, there are more opportunities for business intelligence and 1:1 marketing in the airline industry than anyone could imagine. So let me present you with BIA or Business Intelligence Airways – my vision of the business intelligent airlines.
I arrive at the airport at 6 p.m. on Sunday evening. It’s been a long weekend of yard work as the weeds have begun to encroach on the garden. As I have visions of how my green thumb can stop the weeding, I approach the check-in counter. I hand my ID over to the attendant, and after a few clicks on the computer – she asks, "How was your flight to San Francisco last week, Mr. Sankaran?" At BIA, my name alone is able to pull up my records for all flights at BIA. I tell her the flight was delayed for two hours due to mechanical problems. She responds, "I’m sorry to hear that – let me credit your BIA Loyalty Miles account with 1,000 points." I feel better about my poor experience last week. The attendant then asks, "Is a window near the front of the aircraft good enough for you?" After analyzing months of my seat records, BIA better well know that I like window seats in the front of the aircraft.
After whisking through security and awaiting my row being
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