As more people travel, airline and travel brands are facing increasing competition from new entrants and increasing customers expectations. Listening to customers and understanding which parts of the customer experience motivates them helps to increase loyalty and brand equity.

MaaS analyses any verbatim feedback source such as reviews, surveys or CRM across the whole customer journey – from booking to arrivals. Beyond conventional text analytics, MaaS identifies the actionable topics that passengers talk about as well as key intents such as churn, loyalty and advocacy. It provides root causes of churn and loyalty so that you can focus on getting right the things that matter most to your customers.

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