Our Capabilities | Airline & Travel CX, Brand & Ops

SHAPING TRAVEL EXPERIENCE INSIGHT INTO COMMERCIAL ADVANTAGE

At Sky Insights Global, we provide capabilities that span the full travel ecosystem, from digital journeys to in-destination experiences. With lived traveller insight from over 45 countries, a bespoke behavioural evaluation framework, and deep expertise in workforce behaviours and service delivery, we reveal how brand promises are delivered, tested, or broken in real time. Supported by our CX platform, every evaluation is structured, benchmarked, and designed to inform meaningful action.

End-to-End Journey Evaluation

We capture the full arc of travel, from online booking and digital UX to in-flight service, transfers, tours, and accommodation.

Our behavioural framework highlights the cues, tone, and moments that shape traveller confidence, perception, and loyalty, including how loyalty schemes and brand promises hold up in practice.

This holistic approach goes beyond surveys and reviews, providing layered understanding of how journeys are experienced and where they can be strengthened.

Workforce & Behavioural Insight

Our evaluations reveal more than whether service moments succeed or fail, they show the people and behaviours behind them.

We uncover the cultural tone, delivery style, and workforce practices that shape outcomes, explaining why experiences resonate or fall short.

For airlines, this means understanding how crew cohesion and service tone influence loyalty across cabins and routes. For hotels, it highlights how staff behaviours affect reviews and repeat bookings. For platforms and operators, it exposes how partner practices build or erode trust.

These insights provide practical levers to align teams, strengthen accountability, and embed sustainable improvements across the travel ecosystem.

Cross-Partner Accountability

Travel is rarely delivered by one brand alone. We assess how handovers between airlines, hotels, operators, and local partners succeed or fall short.

By viewing the journey as one connected experience, we help travel brands minimise friction, reinforce trust, and ensure value is consistently delivered across their entire network of partners.

Service Experience Design Innovation

We go beyond reporting. Our evaluations reveal how frontline behaviour influences perception, loyalty, and spend, turning real-time insight into commercial value.

Drawing on lived travel experience across 45+ countries, we combine first-hand perspective with behavioural insight to help brands shape the future of customer experience. We highlight opportunities to refine service standards, create more seamless digital and physical journeys, and design touchpoints that anticipate traveller needs.

For holiday operators, this may mean closing gaps between partners; for platforms, rethinking loyalty schemes; for accommodation providers, reimagining welcome experiences. Whatever the context, our innovation work ensures change is rooted in real journeys and delivers measurable commercial impact.

Small shifts in service delivery can unlock higher retention, stronger loyalty, and greater long-term return.

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