A Six-Dimensional Framework For Assessing Digital Maturity Across Airline Digital Channels

Is Your Airline’s Digital Experience Mature Enough to Drive Revenue?

Airline digital channels have evolved from simple booking tools into critical revenue and loyalty engines. Yet, many airlines continue to lose value due to fragmented journeys, outdated payment systems, inconsistent mobile experiences, and limited personalization.

The cost is real:

• 38% of flight bookings are abandoned mid-transaction due to poor UX and slow response times
• Around three-quarters (~75%) of airlines are still lagging the advanced AI/data readiness typically required for real-time 1:1 personalization.

Despite heavy digital investment, true digital maturity remains elusive. Airlines often modernize in silos, leading to fragmented improvements and unmeasured progress, resulting in high digital spend with little impact.

This white paper introduces a Six-Dimensional Digital Maturity Framework that helps airlines benchmark, score, and improve their digital channels with precision.

What You’ll Gain

• Assess digital maturity and identify value leaks across channels
• Prioritize digital investments with a roadmap to boost conversion, loyalty, and revenue

Who Should Read This

• Airline CIOs, Digital Leaders, and Heads of Commercial, Revenue, Customer Experience, and Marketing

Coforge combines deep airline domain expertise with proven digital execution to help airlines turn digital channels into measurable business outcomes.