Customers today expect recognition and personalization in real time across every channel and interaction. They want to be seen, understood, and responded to immediately, not eventually.
Yet despite record passenger volumes for airlines and strong average daily rates for hotels, many brands face flat margins and rising operational pressures: airlines at record capacity must maximize value per passenger through direct bookings and ancillaries, while hotels operating below pre-pandemic occupancy need to drive booking volume across all channels, with preference for higher-margin direct bookings. Both share a common barrier: the lack of timely, connected customer data needed to capture these opportunities.
Amperity’s real-time architecture helps solve that. By combining historical customer knowledge with real-time event data, Amperity helps airlines and hotels react instantly to customer behavior while incorporating the full context of each customer’s history.
Only Amperity unifies historical and streaming data to power offers, journeys, and recognition the moment a customer takes action.
The disruption: from “eventually” to “immediately”
Personalization used to mean sending the right message eventually. Today, it means recognizing a customer and responding to their intent the second it appears.
When a customer abandons a booking, delays a check-in, or upgrades seats after passing through security, every second counts. Missing that window means lost revenue and frustrated customers.
But most brands are not built for real time. They react to events without context, making responses impersonal and ineffective.
Business problem: wasting time-sensitive opportunities
What’s happening: Brands miss revenue when they can’t connect real-time customer events to the historical context that makes personalization effective.
Why:
Teams can react to events, but profiles lack depth or are stale.
Architectures that merge historical and streaming data are difficult and costly to build.
Impact: A customer abandons a cart and receives a generic follow-up hours later, instead of an in-the-moment incentive that reflects their loyalty status or preferences.
Amperity’s Advantage: Amperity real-time profiles combine both historical and streaming data in a unified view, allowing brands to trigger personalized journeys milliseconds after an event, whether it’s a dropped booking, a room browse, or an in-flight purchase.
Example: A frequent flyer pauses at seat selection. Within seconds, Amperity associates that real-time signal with the traveler’s full history (loyalty tier, past upgrades, preferred flight times, and ancillary purchases), transforming a simple click into a meaningful, context-rich event. Through Amperity real-time journeys, that enriched signal can trigger a downstream action, such as an upgrade or bonus-miles offer, ensuring the response reflects the traveler’s complete relationship with the brand rather than an isolated behavior.
At the same time, Amperity’s Profile API gives any connected experience system instant access to this updated customer context. Websites, apps, or personalization engines can retrieve the latest traveler attributes mid-session to adapt content, offers, and experiences dynamically. Together, these capabilities allow travel brands to act on signals in real time, with the full power of historical understanding behind every interaction.
Know your customer’s past and present
Static websites, disconnected apps, and outdated CRM data lead to impersonal customer experiences that miss cross-sell and upsell moments.
Business problem: lost customer revenue from impersonal interactions
What’s happening: Brands lose revenue when incomplete profiles prevent personalization at key moments like pre-trip upgrades or in-stay offers.
Why:
Static sites and apps don’t know who the customer is or what they care about.
Upgrade opportunities (like seats, rooms, or amenities) go under-monetized.
Poor personalization erodes loyalty.
Amperity’s Advantage: Amperity enables real-time personalization by allowing downstream systems (such as websites, apps, and digital experience platforms) to retrieve the most up-to-date customer profile data in-session through the Profile API. As customers interact, Amperity’s real-time profiles combine recent behavioral signals with historical context and surface the full view to the downstream systems informing how to adapt content, offers and recommendations.
Example: A hotel guest browsing spa options the night before check-in sees a personalized message offering late checkout and 10% off a treatment. Amperity identifies the guest via their loyalty ID and recent app activity, enabling in-the-moment personalization that drives incremental spend.
Result: Every interaction becomes an opportunity to grow per-customer value through timely, contextual offers that reflect both historical preferences and current intent.
Connect a customer’s full journey to this exact second
Despite revenue growth from record passenger volumes for airlines and strong average daily rates for hotels, many brands face flat margin and rising operational pressures. Margins are under strain from high acquisition costs, OTA commissions, and operational inefficiencies.
Business problem: margin pressure despite record demand
What’s happening: Even as travel surges, profitability is squeezed. OTA fees, cancellations, and fragmented data reduce yield and prevent real-time optimization.
Why:
Data is fragmented across loyalty, reservations, OTAs, and many other systems.
It’s difficult to connect real-time customer actions with historical purchase and channel data.
Revenue leaks from missed upgrade moments and commission mismatches.
Amperity’s Advantage: With Amperity, airlines and hotels can unify operational data (from PMS, PSS, and DCS systems) with marketing and loyalty data, resolving every customer’s identity accurately and continuously.
Amperity enables advanced travel use cases such as identifying and reducing commission leakage through unified loyalty and booking data, and increasing direct bookings by identifying customers likely to book through OTAs and activating personalized offers in real time.
Examples:
For Airlines: Amperity real-time journeys trigger actions milliseconds after events stream in, such as a cart abandonment, flight change, or loyalty status update. Mid-event messaging lets brands engage travelers during a session, when on-site, or through in-flight wifi.
For Hotels: Amperity connects booking and loyalty data to identify opportunities to capture loyalty fees on direct bookings where member numbers were not properly associated. By linking folio, PMS, and loyalty records through the Amperity ID, hotels can surface missing member associations, ensure accurate loyalty crediting, and recover fees that would otherwise go unclaimed.
By connecting every moment of the customer’s journey (from consideration to post-trip) Amperity allows brands to react in real time with full historical understanding.
Remember every stay, both prior and present
To truly recognize a customer, brands need more than just a record of past interactions; they need a complete, continuously updated view that combines every booking, loyalty activity, and digital signal in real time. This depth of understanding allows airlines and hotels to anticipate needs, offer upgrades, and respond instantly, turning each interaction into a moment of meaningful engagement rather than a missed opportunity.
Relying on third-party data that doesn’t build loyalty
Many travel marketers still rely on third-party lists and audience data for targeting. While convenient, this approach wastes budget and doesn’t create the deep customer understanding needed for personalized experiences.
Current State:
Dependence on third-party aggregators or DMPs to find audiences.
Siloed CRM data (Salesforce, Braze, etc.) used mainly for campaigns, not real-time decisions.
Increasing customer acquisition costs as paid media becomes less efficient.
Why It’s a Problem: Marketers are paying for data they already have but can’t use effectively. Without connected first-party profiles, personalization stops at the channel level instead of understanding the customer across touchpoints.
Amperity’s Advantage: Amperity centralizes data from any source (batch or real time) into unified, identity-resolved profiles that can feed every system in your stack.
Result:
First-party data becomes the foundation, with third-party sources used strategically to enrich profiles and reach new, high-value audiences.
A trust- and compliance-led data strategy ensures brands can responsibly engage both known customers and new prospects while managing risk and maintaining data integrity.
Marketing teams gain a live, connected view of every customer for smarter campaign orchestration.
How it works: real-time profiles + journeys
Amperity’s patented identity resolution unifies customer data across loyalty programs, bookings, payments, and digital interactions.
Real-time profiles
Capture all events, both historical and streaming, for every customer.
Continuously update attributes like most viewed page in the last 7 days, room preference, or booking intent.
Maintain accuracy even seconds before an engagement.
Real-time journeys
Trigger personalized actions milliseconds after a customer event occurs.
Enable mid-event messaging during active experiences like check-in, a layover, or a hotel stay.
Apply customizable timing to deliver messages at the right moment, not just the right place.
These capabilities are supported by Amperity’s lakehouse-native architecture, which provides secure, zero-copy data sharing and low-latency APIs for both batch and real-time activation.
Business outcomes
Brands that adopt Amperity’s real-time architecture achieve measurable gains:
Increased direct revenue: Capture upgrades, add-ons, and cross-sells in-session.
Reduced OTA dependence: Identify and convert OTA customers to direct bookings.
Improved loyalty engagement: Accelerate customers to the next tier.
Operational efficiency: Eliminate manual data work and reduce latency between systems.
As AI and automation accelerate expectations, the ability to act in the moment (powered by accurate, contextual data) is no longer optional. It’s a requirement for growth.
The bottom line
Customers no longer wait for personalization. They expect brands to understand them instantly, wherever they are in their journey.
Amperity helps airlines and hotels deliver on that expectation by combining historical understanding with real-time responsiveness, so every opportunity to engage, convert, or delight a customer is captured in the moment.
Customer opportunities don’t wait. Neither should you.