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Airlines in Chile Final Customers Identification

Customers Categorization

The final customers in the Chilean airline industry value chain can be categorized into two primary segments: Business-to-Consumer (B2C) and Business-to-Business (B2B).

The dominant customer segment, based on the volume metrics provided, is the B2C (Passenger) segment. These are individual travelers who purchase airline tickets for personal, leisure, tourism, or potentially business purposes. The operations of LATAM Airlines Group, SKY Airline, and JetSMART are heavily centered around serving this market, as evidenced by their passenger volume reports and domestic market share figures. LATAM alone transported 82 million passengers across its group in 2024, projected 3.6 million domestic passengers in Chile for the summer of 2024-2025, and over 2 million passengers between Brazil and Chile in 2024. SKY Airline aimed to reach 9.5 million passengers across its network in 2024 and anticipated carrying 1.6 million passengers within Chile during the summer 2024-2025. JetSMART experienced a 52% increase in passenger volume between 2022 and 2023. These figures underscore the scale of the B2C market. The purchase of ancillary services like checked baggage or seat selection represents a direct commercial transaction between the airline and the passenger [Value Chain Definition: Ancillary Services, Commercial Relationships].

The B2B customer segment primarily consists of businesses that utilize air transport for cargo. The industry plays a "vital role in the logistics chain for high-value cargo" [Introduction]. These B2B customers may interact with airlines directly for cargo services or indirectly through freight forwarders who consolidate shipments from multiple businesses [Commercial Relationships]. While specific volumes for cargo customers are not as detailed as passenger numbers, the mention of "high-value cargo" [Introduction] indicates a focus on businesses transporting goods where speed and reliability are crucial. Businesses whose employees travel for work could also be considered B2B customers, particularly if corporate travel arrangements or agreements are in place, though the provided text focuses more on aggregate passenger volumes rather than differentiating between business and leisure passenger segments.

Detailed profiles of customer characteristics and demographics:

B2C Customers (Passengers): - Characteristics: Primarily individual travelers. Their motivations for travel include domestic connectivity within Chile's unique geography, international travel for tourism, business, or personal reasons [Introduction]. Customers in this segment exhibit varying price sensitivities depending on the airline they choose; SKY and JetSMART cater specifically to price-sensitive travelers with their low-cost and ultra-low-cost models, where ancillary services become a significant part of the cost [Value Chain Relationships and Business Models]. LATAM serves a broader spectrum, including those seeking a more hybrid or full-service experience [Value Chain Relationships and Business Models]. Customers engage with airlines through direct online channels (websites, mobile apps), Online Travel Agencies (OTAs), and traditional travel agencies [Value Chain Definition: Marketing & Sales]. They are also the recipients of ancillary service offerings [Value Chain Definition: Ancillary Services]. Managing their expectations and addressing "passenger complaints" is a noted challenge [Bottlenecks and Challenges], indicating that customer service experience is a key characteristic influencing this segment. - Demographics: While specific demographic data like age, income levels, or geographical distribution within Chile (beyond flying to/from population centers) is not detailed in the text, the sheer volume of passengers transported by the major airlines (millions annually) suggests a broad demographic reach [LATAM, SKY, JetSMART profiles]. The mention of anticipated domestic travel during the summer period and passenger volumes returning towards pre-pandemic levels for destinations like Rapa Nui highlights that tourism and seasonal travel significantly influence the behavior and volume within this B2C segment.

B2B Customers (Cargo Clients): - Characteristics: Businesses requiring the transportation of goods by air, specifically noted for handling "high-value cargo" [Introduction]. This implies characteristics such as needing fast transit times, secure handling, and potentially specialized logistics for valuable or sensitive goods. These customers interact with the airlines' cargo divisions or freight forwarders [Commercial Relationships]. The nature of air cargo suggests these businesses likely operate in sectors dealing with products that are time-sensitive, high in value relative to weight/volume, or destined for international markets facilitated by air connectivity. - Demographics: The text does not provide specific demographic or firmographic data about these businesses (e.g., size, industry sector, location), beyond their need to transport high-value goods. Their demand is integrated into the airline value chain through cargo handling operations and relationships with freight forwarders [Value Chain Definition: Passenger & Cargo Handling, Commercial Relationships].

References:

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