The failures to address the problems of bad customer experience impacts airline’s topline. The organizations need to foresee possible pain areas & take proactive action to address the issues to remain competitive. Nowadays, the customers expect personalized & more engaging interaction with the brand and the brands unable to fulfill these expectations, are very likely to drive the customer away, leaving him with bad experience. By implementing customer analytics & decision support technologies, airlines can use customer information to differentiate service levels based on customer value. The organizations can meet or even exceed customer’s expectations by personalizing the customer service, engaging the customers more effectively & simplifying the customer experience at each customer touch point.