QPX™ Multiple-Partner Reward Shopping Generates Ancillary Revenue and Greater Customer Satisfaction
In 2004, Continental debuted QPX Reward Shopping, replacing a frustrating and time-consuming booking process with a simple and intuitive self-service experience. Customer approval surpassed expectations and, within the first year, Continental realized a 66% increase in online reward redemptions. This allowed Continental to reassign call center representatives to more revenue-generating tasks, which led to significant and sustainable cost savings.
Continental continues to innovate with ITA by using QPX’s advanced functionality to enhance its online reward shopping offering. The addition of multiple-partner reward shopping lets Continental’s customers shop, check availability, and use partner reward miles in addition to Continental miles. It gives customers more travel options, ease, and convenience, which ultimately increases customer satisfaction and spend.
Letting customers choose from multiple partner reward miles sets Continental apart from other airlines who offer automated reward redemption. Furthermore, it drives ancillary revenue from the sale of partner tickets and contributes to optimal mileage burn.
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"QPX™ Reward Shopping lets us come up with creative ways to optimize mileage burn while giving our customers greater options and convenience."
John Slater
Vice President, Sales - Americas
United
About United Continental Holdings
United is now the merged United Airlines and Continental Airlines. United is the world’s largest airline, servicing more than 376 airports across six continents and carrying 142 million passengers each year. United consistently receives acclaim for having the best executive/business class, for having the best frequent flyer program and was on Fortune Magazine's 2012 airline-industry list of the World's Most Admired Companies.
> www.unitedcontinentalholdings.com
Case Study Booklet
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Reward Shopping Brochure
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