FN ISI Export Format VR 1.0 PT J TI Customer Experience Management in the Airline Industry based on the example Helvetic Airways AF Lohrer, Evelyne AU Lohrer, E AB Creating customer experiences is no longer limited to theme parks. In the last few years, different companies from other industries implemented aspects of customer experience. It has been shown, that experience elements play an important role concerning customer satisfaction and help to differentiate strongly from competitors. However, only a few examples of customer experience approaches can be found in the airline industry. Therefore, the subject of the diploma paper wants to close this gap and to show possible approaches towards these business efforts. The aim of this diploma paper is the creation of a customer experience concept for Helvetic Airways. In order to reach this goal, theories, models and examples concerning customer experience management are shown and evaluated. Moreover, the airline industry is described and analysed. Finally, a specific concept for Helvetic Airways is presented. The concept shows specific ideas, approaches and limitations to implement customer experience management in the airline business of Helvetic Airways. ER