America West Airlines Web Site Soars to New
Heights with Keynote Performance Measurements
The Challenge: Ensure Fast, Efficient Online
Ticketing
America West Airlines, the nation's ninth largest carrier,
knows the speed and reliability of its americawest.com
Web site can give it a competitive edge by enhancing
customer satisfaction. Online airfare bookings are increasing
in popularity making it critical for the airline's Web
site to consistently offer travelers reliable, round
the clock access to key travel features such as reservations,
flight status, seat assignments and frequent flyer accounts.
With fierce competition in the airline business, America
West Airlines must provide a trusted, reliable and efficient
site to drive online business and encourage repeat customers.
The Solution: Keynote Perspective™
"We're the ninth largest carrier in the nation
serving more than 90 destinations with more than 900
daily departures in the U.S., Canada and Mexico. As
such we carry an enormous responsibility to make sure
our customers can easily make and confirm their reservations
on our Web site and that they receive a high level of
customer service. We have used Keynote Perspective measurement
data for two years to constantly monitor our homepage
and booking process for response times. Keynote Perspective
gives us the information we need to pinpoint potential
problems quickly and proactively address them to maintain
optimum site performance. Keynote's immediate pager
notification provides the us the comfort of knowing
that if the site develops problems we can quickly remedy
the situation."
The Result: "Increased Customer Service"
"On the Internet, competitors are only a click
away and airline passengers expect instant access to
flight information and reservations systems. With Keynote
on board we're always confident of the reliability of
our site. Our customers are rewarded with fast response
times and an efficient booking experience. During peak
travel times, such as holidays, site availability becomes
even more imperative for last minute access to online
bookings and schedules and, with Keynote, we're assured
of optimum performance at all times."
Bernie Han, senior vice president, marketing and planning
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