Airports are getting to know their customers better with eSIM

The typical relationship between airport and passenger is a fleeting one. With hundreds of thousands of people passing through every day, establishing lasting connections and gaining the kind of insights needed to enhance the customer experience has been a long lamented challenge. In order to effectively interact with customers, airports must look beyond traditional touch points like car parking and departure lounge retail outlets and find creative ways to learn more about them and deliver a valuable, personalised experience. And this is where eSIM services come in.

One way to put a smile on anyone’s face is to solve their problems, so eSIM is already a big step in the right direction for travel brands looking to build loyalty. eSIM technology means there’s no need for customers to deal with fiddly local SIM cards, poor connections or extortionate data roaming fees, all of which can have a negative impact on the overall travel experience. But another reason airports like Sydney and Bristol are joining forces with eSIM Go is that while providing their customers with the fast, reliable and affordable data they crave, they’re also capturing valuable insights that help personalise the experience and position other helpful offers. 

This new travel experience powered by technology allows airports to collect data in a way that’s never been possible before. Now they can connect with, and guide, customers through multiple touch points, which not only significantly boosts ancillary revenue but also allows them to play a bigger role in their customers’ overall experience, elevating the relationship from purely transactional to meaningful and long lasting.

Customer loyalty is crucial for the travel industry. Studies show that existing customers spend on average 31% more than new ones, and companies who can demonstrate true customer intimacy consistently generate stronger revenue growth than their competitors. By building their own eSIM proposition, travel brands are presented with a brand new opportunity to get to do just that. 

By keeping customers connected to reliable data wherever they go, airports and other travel providers can start conversations that can be maintained until long after the holiday has finished. This is clearly a win in terms of customer satisfaction levels, whilst also delivering valuable insights that can be used to improve performance and inform future marketing campaigns.

For the first time, airports can now gain information they’ve never been privy to before, such as where the people who pass through their gates are flying to and from. This opens up a wealth of opportunities to recognise and nurture frequent travellers and send special offers and tailor-made suggestions straight to the palms of their hands.

Data collection can be a tricky area, but this isn’t about snooping on customers. It’s a consensual, mutually beneficial relationship where customers are the first to hear about the information and benefits that matter to them, and airports can boost their reputation and make full use of all the products and services at their disposal.

eSIM users can be sent details of upcoming events and pertinent retail discounts relating to their location, personalised recommendations for top-up deals based on data usage, and other helpful content according to their tastes and behaviours. Suppose a customer regularly visits Tenerife. With this new-found travel data, airports can send them information about special offers relating to flights in that region in the future. Someone who routinely goes on 2-day European mini-breaks might be interested in short-stay valet parking options at the airport, while those who favour fortnight-long trips to Florida would be more likely to want to hear about long-stay choices.

Personalisation is more important than ever, and customers want to feel that companies are catering specifically to their own unique needs. In the past, creating the kind of personalised experiences that today’s consumers expect was something most airports could only dream of. But eSIM means they can now deliver real-time updates, discounts, travel advice, personalised newsletters and much more, serving a little bit of magic which keeps people coming back. 

To find out more about how eSIM can help you get to know your customers better, get in touch with the experts at eSIM Go today.