2025 Intel Brief: Airlines

Are your marketing efforts trying to satisfy everyone, but truly winning over no one? The modern airline market is defined by a critical split: the strategy to win a new customer is now completely different from the strategy to keep a loyal one.

Drawing together findings from MMGY's 2025 Portrait of European Travelers™, MMGY's 2025 Portrait of American and Canadian International Travelers™ and MMGY's 2025 Portrait of American Travelers™, this Intel Brief is your strategic playbook. It provides the clarity you need to build a dual strategy that works.

This brief delivers actionable answers to your most urgent questions:

• How Do I Win New Customers? We reveal the non-negotiable fundamentals new, price-driven buyers demand for their first booking, showing you exactly where to compete.

• How Do I Keep My Best Customers? We go beyond "loyalty" to show you what truly drives retention. Discover how to shift your focus to the rewards, past experiences, and service standards that create high-value, repeat customers.

• How Do I Market to North America vs. Europe? Stop using a one-size-fits-all global campaign. We clearly contrast the loyalty and premium-focused North American traveler with the price-sensitive, economy-driven European traveler, so you can tailor your approach for each market.

• What Is the Real Opportunity in AI? Look beyond basic flight research. We identify the specific AI-powered tools travelers actually value and show how you can leverage them as a powerful, exclusive benefit to drive direct bookings and secure long-term loyalty.

This brief provides the focused intelligence you need to master the acquisition and retention game.