When it comes to travel, some airlines serve in-flight meals. AEGEAN, Greece’s flag carrier, serves up something entirely different: an uncanny knack for making you feel like they planned the trip just for you. Armed with Oracle Fusion Cloud Customer Experience (CX), AEGEAN takes traveler personalization to a whole new altitude. Forget cookie-cutter itineraries—this is where technology meets intuition.
2022 was a busy year for AEGEAN. With 16.3 million passengers whisked away to 162 destinations across 47 countries, they didn’t just settle for keeping the planes on time; they decided to reimagine customer interactions altogether. Together with its subsidiary, Olympic Air, AEGEAN centralized mountains of customer data into a comprehensive system that could tell what snacks passengers are debating at Duty-Free.
A Customer-Built Compass
Here’s the situation they faced, conveniently outlined for your reading pleasure:
- Scattered data chaos: Multiple, disconnected data sources across the organization
- Big goals: Improve decision-making based on insights, simplify operations, and offer cohesive customer experiences
- One guiding principle: “At AEGEAN we remain focused on our objectives to offer best in class, personalized retailing capabilities and a unique customer journey that will facilitate an engaging and life-long relationship with our customers,” said Elias Mandroukas, Deputy Chief Commercial Officer of AEGEAN
The Oracle Cloud CX suite became their behind-the-scenes engine. It brought together a tangled mess of disconnected data, turning it into an organized, AI-powered goldmine. The Oracle Unity Customer Data Platform gave AEGEAN rich profiles of passengers—the kind airlines only dreamed of mere years ago. The result? Personalized travel deals were suddenly like shooting fish in a barrel, only less messy and much more profitable.
“With Oracle on board,” Mandroukas explained, “we became even more able to create a centralized knowledge base about our customers and therefore acquire a better view of their needs as we can connect multiple data sources and customer signals throughout our touchpoints and interactions with them. This has helped us place our customers at the heart of every—if not all—decisions and actions with noticeable business results.”
How AEGEAN Sets the (Sky) Bar
After just one year with Oracle Cloud CX, AEGEAN rolled out results that would make your loyalty program blush:
- Unified customer data: Streamlined and centralized from cumbersome enterprise silos
- Enhanced marketing: Targeting individual travelers with campaigns tailored to their tastes
- Elevated passenger experience: Offering seamless, personalized connections at every touchpoint
- Improved loyalty: A better customer experience means passengers keep coming back—from Greece with love
Thanks to Oracle Fusion Cloud Marketing, AEGEAN didn’t stop at gathering data—they transformed it into multichannel marketing campaigns that were so precise that passengers likely thought AEGEAN had ESP. Target personas received hand-tailored offers delivered on every digital channel and device. Meanwhile, in customer service, responses became faster, more accurate, and filled with “how did they know?” foresight.
AEGEAN’s moves reflect more than an airline catching up to modern trends. They underline how quickly technology can rewrite well-established playbooks in historically traditional industries. Rob Tarkoff, Oracle Cloud CX’s EVP and General Manager, said, “Utilizing technology to drive better customer experiences and customer loyalty is just another example of how AEGEAN is innovating. With Oracle Cloud CX, AEGEAN is able to harness the rich customer intelligence data across its organization to truly know its customers, help them book more trips, and drive next-level customer experiences that win more business.”
More Than Just AI Buzzwords
For AEGEAN, AI isn’t a flashy prop—it’s their co-pilot. As part of the Oracle Fusion Cloud Applications Suite, Oracle Cloud CX uses AI to assist, advise, and occasionally outthink its human counterparts. The system connects dots mere mortals would miss, improves operations, and elevates passenger satisfaction. If it sounds eerily efficient, that’s because it is—just not in a sinister sci-fi way.
But let’s not confuse AI with autopilot. After all, it takes an organization willing to scrutinize every layer of its business operations—not to mention a sharp vision for travelers’ needs—to make transformation possible. AEGEAN paired Oracle’s technical muscle with a commitment to putting passengers at the center of everything. In their own words, their mission is to make customers “the heart of every—if not all—decisions and actions.” And judging by their success, it seems they’ve done just that.
Read the official announcement here: AEGEAN Prioritizes Passenger Experience and Builds Loyalty with Oracle.
