Airship's Flight Report – October 2026

October was a month of major releases. Single Customer View and Segment Journey Triggers are now live in every Airship account, and Product Catalogue arrived alongside a run of integration updates. Away from the platform, the team headed to Team Marketing's The Big One and Propel's Culture, Talent and Training Conference. Here's how it all unfolded.

‍

Single Customer View and Segment Journey Triggers

For the first time in Airship, you can see your entire database split the way you think about it, track how each group is changing, and put a journey behind every segment. It's a release that changes what your guest data can do for your business.

One screen, every segment

Most hospitality marketers know how many guests are in their database. Far fewer know how many came back after a first visit, which groups are growing and which are quietly slipping away. The answers are already in your data. Single Customer View lays them side by side, ready to read at a glance and keep an eye on as they change.

Ask Airship to "split guests who first visited in the last 90 days by whether they've returned" and two segments come back. Add them to your view, and each tile shows the group's size, spend and visits, along with how it has moved over the last 7, 14 and 30 days. Added a new seasonal dish to the menu? Set the guests who order it beside those who stick to your classics, and see which group is growing faster. Build your view once, and it's refreshed every night, ready whenever you need it.

For four more prompts worth trying, and everything each tile can tell you, read the full blog: New Feature: See every guest at once, and how your customer base changes

Marketing that moves with your guests

Every relationship with a guest has turning points: a first visit, a second, a habit forming, a regular going quiet. Segment Journey Triggers lets you plan for each one. Connect a journey to a segment, and any guest who fits it is added automatically. Segments update every night based on how guests behave, whether that's how often they visit, what they spend, what they order or how they engage with your emails. As their behaviour changes, they move into the group that matches. When they leave a segment, its journey stops, and if they join another, the next conversation begins. Your marketing stays always on, with every guest hearing what you've written for exactly where they are.

"Create a segment of guests who booked a Christmas party last year but haven't booked this year." Start by sending them this year's festive menu. Follow with the dates still open, then a final nudge before the diary fills. Once they book, they leave the segment and the reminders stop. It's a journey that turns last year's party into this year's booking, and never chases someone who has already confirmed.

For six more journeys worth building, from rewarding your best guests to turning new sign-ups into first visits, read the full blog: New Feature: Your Marketing Now Moves With Your Guests

‍

75 million emails

Hospitality is gearing up for its biggest trading weeks of the year, and we're proud to be part of their busiest season, helping operators turn guest data into campaigns that give people a reason to book, visit and come back.

In October, our customers sent more than 75 million emails across 129,040 campaigns, generating over 31.7 million opens. That's up from 68.1 million sends in September, as teams build momentum for Black Friday offers, festive bookings and return visits.

Our busiest day saw 5.2 million emails sent, while one customer's campaign reached 466,920 people. Add more than 47,000 SMS messages over the month, and that's a lot of opportunities to get guests thinking about their next visit.

‍

Always Evolving

Alongside the headline release, October brought plenty more to the platform.

Product Catalogue: every dish and drink, understood

Your whole team can now read, search and ask questions of the sales data coming in from your tills. Give each product a friendly name, so a till code like 'SUN RST BF' becomes 'Sunday Roast Beef', then tag it by type, such as Mains, Vegan or Cocktails, one at a time or in bulk with a CSV upload. Your catalogue is already filled with past purchases, so once you've tagged, Ask Airship can tell you who ordered what.

From there, your menu shapes your marketing. Find the guests who've ordered from your kids' menu and tell them about your kids' Christmas offer first. See which gin is pulling ahead before you plan a tasting night, then invite the guests who drink it. Adding new vegan dishes? Let the guests who already order from your vegan range be the first to know. Messages built around what guests actually choose feel personal, and give them more reasons to return.

Read the full blog: New Feature: Every dish, every drink, every favourite, understood

Integrations

Roller. Memberships and gift vouchers bought through Roller now sit in each guest's purchase history, so the people who've bought them are easy to find and target. Treat members to an exclusive offer, or remind voucher buyers that a gift voucher makes the perfect Christmas present. This applies to purchases from 20th October onwards.

Comtrex. Our rebuilt connection no longer needs vouchers mapping in the setup, so redemptions from new rewards are picked up automatically, and baskets are more complete. Existing connections have already moved across, with nothing for you to do.

Smaller improvements, big difference

New search options show which emails link to a specific reward, and which forms use a given bounceback email or reward.

Notes your guests add when booking through OpenTable now appear on their contact profile and booking history, and mobile numbers come through in every format.

Segments saved from Ask Airship now appear in your library, ready to use in campaigns, automated journeys and be added to your Single Customer View.

‍

Out in the industry

On Thursday 15th October, the team split across two events.

At The Big One, Team Marketing Community's annual gathering, more than 200 hospitality marketers came together at Big Penny Social to share what's working, what isn't and what comes next. Airship was proud to be headline sponsor, with Danielle Humphreys, Holly Ritchie and Fran Beckley flying the flag on the day. Thank you to the speakers for sharing their experiences so openly, to everyone who stopped by for a chat, and to Glenda Barber and the Team Marketing Community team for such a warm welcome and a brilliant event.

Meanwhile, at Propel's Culture, Talent and Training Conference, Head of Sales Amy Mellors presented The Guest Playbook, Turned Inwards: Five Lessons for Keeping Your Best People. Drawing on real operator examples, Amy showed how the tactics that bring guests back can help people teams hold on to their best staff, and offered a first look at Airship Cheers. Ross Barringer, Abigail Hammond and Cameron Ellis were on hand all day, catching up with familiar faces and meeting plenty of new ones.

‍

New venues on Airship

Four fantastic additions went live on Airship this month, ready to get to know their guests better than ever.

• Babble
• Brewhemia
• Cotswold Farm
• Hotel Collingwood

Welcome aboard. It's a real pleasure to have you with us, and we're looking forward to soaring together.

‍

That's October in the logbook: a clearer view of every guest, marketing that moves with them and a packed day on the road. Thanks for flying with us, and we'll see you next month.

‍