Increasing revenue per passenger at Billund Airport
To unlock passenger growth and increase sales, Billund Airport required a more customer-centric strategy across all customer touch points.
The Story
With more than 3 million passengers a year, Billund Airport is Denmark's second-largest airport, serving leisure, business, and visiting friends & family travelers. As passenger expectations rise and competition between airports intensifies, digital touchpoints have become a critical driver of growth, revenue, and differentiation.
To stay ahead, the airport needed a data-driven customer experience roadmap to turn ambitions into a focused and actionable roadmap
"In this highly competitive market, we need to constantly develop and refine how we deliver a premium digital customer experience across all segments, all touch points and around the clock. Fellow has facilitated and helped Billund Airport with an agnostic and holistic view, building the foundation for our Digital Customer Journey program which enables this"
How we helped
We supported Billund Airport in establishing a strategic foundation and customer journeys for all passenger-facing touch points.
The engagement was driven by a cross-functional core team spanning marketing, sales, and IT—ensuring commercial ambition and technical feasibility were built into every decision.
Collecting data from multiple stakeholders and studying research data particular to airports we helped capture current challenges, digital maturity and commercial opportunities including investments needed.
We turned strategy into a clear digital roadmap—defining platform roles, prioritizing investments, and sequencing initiatives to enable confident execution.
- Data-driven alignment: Using pre-work data from stakeholders and research to anchor discussions in shared insights.
- Strategic focus: Narrowing priorities to two Must Win Battles catering for passenger growth and increased revenue per traveler
- End-to-end perspective: Linking customer experience, commercial objectives and platform architecture
- Execution readiness: Converting strategic intent into a prioritized digital roadmap anchored in the organization
What's next?
Based on the customer centric strategy and numerous customer journeys the next move is to activate the roadmap and turning digital investments into measurable commercial impact.
Billund Airport is Denmark's second-largest airport and a key international gateway for both leisure and business travelers. The airport serves as a central hub for regional and international connectivity and plays an important role in Denmark's tourism and business infrastructure.
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