Amadeus
Challenge: Delivering insights on how in-person pre-departure and in-flight payment experiences influences the purchase of additional airline services.
Services: Insights and Strategy
Impact area: L&D
Tools: Psych interviews
INTERNAL INSIGHT
Outpayce (part of Amadeus), a leader in integrated payment solutions across the travel journey, partnered with us to deepen understanding of customer payment preferences and pain points in pre- travel airport and in-flight settings.
Insights
Across four key markets—the UK, US, France, and Singapore—we provided Outpayce with essential insights by identifying customer pain points with payment methods from airlines which created friction and limited ancillary purchases.
OUTCOME
By highlighting these friction points, we equipped Outpayce with behavioural and psychological insights to enhance streamlined payment solutions for airlines, enabling smoother, more flexible transactions that align with traveler expectations. This approach not only supported Outpayce’s mission to improve CX but also positions airlines to capture missed revenue opportunities through seamless, user-friendly payment experiences.