Targeted upselling and cross-selling workflows

Purpose

1. Automate identification of upsell/cross-sell opportunities for passengers based on booking data, travel patterns, and customer segmentation.

2. Deliver timely, personalized offers (e.g., seat upgrades, lounge access, onboard Wi-Fi, partner hotel/car rentals) via preferred channels (email, SMS, in-app, etc.).

3. Optimize revenue by increasing average transaction value during booking, pre-departure, and post-booking touchpoints.

4. Ensure contextual relevance by analyzing frequent flyer status, travel history, itinerary details, and customer preferences.

5. Track offers, conversion metrics, and automate feedback loops to refine future offer targeting.

Trigger Conditions

1. New booking confirmation or itinerary update.

2. Check-in initiation (web, mobile, or kiosk).

3. Loyalty tier change or significant account activity.

4. Ancillary purchase window opening (e.g., 72 hours pre-departure).

5. Previous purchase or interaction with marketing content.

Platform Variants

1. Salesforce Marketing Cloud

• Journey Builder API: dynamic offer sending based on real-time passenger data.
  
• Sample: Configure event-driven journeys triggering when a booking is updated.
  

2. Twilio SMS

• Messaging API: dispatch personalized SMS upsell offers at defined triggers.
  
• Sample: Compose and send messages using POST /Messages resource.
  

3. SendGrid

• Transactional Email API: deliver templated cross-sell offers after booking.
  
• Sample: POST /mail/send with dynamic personalization fields.
  

4. HubSpot

• Workflows Automation: segment customers by status, auto-send tailored offers.
  
• Sample: Workflow triggers on “booking date,” action sends marketing email.
  

5. Oracle Eloqua

• Campaign Canvas: create logic branches for upgrade offers before check-in.
  
• Sample: Set up app integration step invoking upsell logic via REST API.
  

6. Amadeus for Developers

• Offers API: retrieve eligible ancillary products for a passenger (e.g., extra bags).
  
• Sample: GET /v2/shopping/flight-offers with personalization params.
  

7. Sabre Red Workspace

• Agency APIs: push seat upgrade offers based on fare class and profile data.
  
• Sample: Automatic pop-up offer configuration in agent workflow.
  

8. Adobe Campaign

• Triggers: launch cross-sell campaigns as segment criteria are met.
  
• Sample: Use triggers API for event-based journey entry.
  

9. Freshmarketer

• Journey Builder: auto-segment and schedule pre-flight offer emails.
  
• Sample: Set trigger as “X days before flight” inside automation builder.
  

10. ActiveCampaign

• Automations: assign upgrade offers to loyalty members on booking.
  
• Sample: “If frequent flyer = ‘Gold’, send upgrade email.”
  

11. Zapier

• Multistep Zap: pull new bookings from airline system, send to multiple marketing apps.
  
• Sample: Trigger Zap on Google Sheets row addition; send to CRM, email, SMS.
  

12. Airship

• Automation API: push in-app mobile deals pre-boarding.
  
• Sample: Send push via /api/push with user journey triggers.
  

13. Intercom

• Event-based Messaging: send chat offers at online check-in.
  
• Sample: Trigger message on ‘checked_in’ event.
  

14. Braze

• Canvas: create branching flows for ancillary product recommendations.
  
• Sample: Trigger campaigns via /messages/send API.
  

15. Mailchimp

• Customer Journeys: delay/timed upsell email based on dynamic flight data tags.
  
• Sample: Use “Has booking tag” as workflow trigger.
  

16. Qualtrics

• Actions: deliver post-flight surveys with next trip incentives.
  
• Sample: Post-transaction survey triggers; issue personalized discount code.
  

17. Google Ads

• Customer Match: automate creation of audience segments for retargeting.
  
• Sample: Upload hashed passenger emails to trigger cross-channel ads.
  

18. Facebook Marketing API

• Dynamic Ads: show relevant offers on social media to recent bookers.
  
• Sample: Target Custom Audiences via API.
  

19. AWS Lambda

• Event Functions: execute ancillary offer logic & API calls based on booking webhooks.
  
• Sample: Auto-invoke script on booking event for microservice orchestration.
  

20. Microsoft Power Automate

• Flow Trigger: schedule automated e-voucher or UPGRADE emails after key events.
  
• Sample: Automated workflow using airline CRM triggers.
  

Benefits

1. Increased ancillary revenue through precise targeting and multichannel automation.

2. Enhanced passenger experience with relevant, timely offers.

3. Higher offer conversion rates via personalized recommendations.

4. Comprehensive tracking and data for continuous optimization.

5. Reduced manual effort across sales and marketing operations.