Passenger Services

Towards customer-centric airline retailing with orders

Towards customer-centric airline retailing with orders

Airlines have achieved moderate progress in realizing their vision of modern retailing. Much of that progress is on the airline's direct channels but there's still much that remains to do to achieve the end vision. Not to mention deploying it across the intermediated channels. Consumers enjoy simple, intuitive, and personalized retailing experiences in the FMCG and entertainment spaces but replicating those experiences in travel has been slow. The industry's underlying technology landscape is a major part of the challenge. In my previous blogs, we looked at how retailing with offers and orders...

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A new era for airline retailing with offers

A new era for airline retailing with offers

The success of online retailers is heavily driven by their adoption of state-of-the-art offer creation practices and technology that are directly linked to customer needs. While the travel industry is still catching up, the journey to evolving from static fare filings based on booking classes to a world of dynamic offers, orders, and customer-centricity has begun. Dynamic offer creation delivers more value to customer needs, improving customer satisfaction, increasing conversion, and boosting airline revenues. A modern underlying architecture allows new partnerships to be quickly integrated an...

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The journey to delivering customer value with modern retailing based on offers and orders

The journey to delivering customer value with modern retailing based on offers and orders

This is the first blog in a three-part series. Part two will investigate the creation of personalised and relevant offers for your customers and part three will address how order management can improve retailing effectiveness. Historically, airlines viewed themselves as sellers of seats, which led to a commercial model primarily focused on the base product and its associated pricing. The accepted frame of reference was: "I have seats to sell - how do I sell as many as possible through as many distribution channels as possible, and how do I maximise my revenue in so doing?" This "seat-centric" ...

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How a digital-first customer experience became the cornerstone of T'way Air's success

How a digital-first customer experience became the cornerstone of T'way Air's success

Since T'way Air was born in 2010, we have always known that our ability to create a differentiated customer experience would be the key to our success. We are obsessed with this philosophy, and it's ingrained in everything we do - every day. As we embarked on our business journey in a crowded and competitive marketplace, we also knew that a solid digital foundation would be critical. A digital-first approach was going to be the cornerstone to delivering on our philosophy across all customer touchpoints. Over the past eleven years, we have enjoyed continued growth, becoming the second-largest L...

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The Crisis And The Opportunity

The Crisis & the opportunity

"The bigger the economic decline, the greater the acceleration, of what economist Joseph Schumpeter called creative destruction. This is the cycle where a recession causes declining industries and marginally successful business models to disappear faster than they would have if the national economy had continued to grow." by Author This truly remarkable quote comes from Alec Levenson, a senior researcher at the USC Marshall Center for Effective Organizations. It is a quote that echoes what I have been chewing over, ever since we saw the impact of COVID-19 hitting our industry with brutal force...

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