Passenger Services

Optimizing pricing across sales channels with modern revenue management practices has long been a challenge for airlines. But the industry´s gradual transition to retailing with offers and orders will finally enable greater pricing flexibility. While dynamic pricing gives us the ability to quickly change price points, overcoming the limitations of the 26 RBDs to optimize core and ancillary product pricing rests with continuous pricing. Many systems, processes, and practices will need to change to reach the desired end-state but how can airlines begin adopting modern pricing techniques to incre...

Staff travel is one of the most sought-after perks for prospective and existing employees in the airline industry, a benefit offered across seniority levels that often extends to family and friends. But while staff travel is an attractive and powerful benefit in the compensation package, how can airlines unlock its full value to improve talent acquisition, employee satisfaction, and business predictability? The truth is that staff travel has traditionally seldom received the attention it deserves as it´s generally considered a cost, making related budget approvals, internal commitment, and pol...

Over the past two months, I've had the pleasure of engaging in a challenging project proposed by IBS Software, a leading company in SaaS solutions for the aviation, cruise and hospitality industries. I interviewed some of the most important players in Brazilian aviation to produce an comprehensive view of the sector, bringing to light the challenges and opportunities of this important industry of the Brazilian economy. There were more than 30 interviews, and that was how the report – Challenges and Trends in Aviation in Brazil - was born, presenting the current aviation industry agenda and und...

Airline business leaders have traditionally had a limited choice of suppliers when choosing their PSS platform. In a product-centric world that was focused on indirect distribution, little emphasis was placed on customer-centricity. Instead, the spotlight shone on high-volume transactions management on what were mainframe-based platforms. With the evolution of the industry towards more direct relationships between airlines and their customers, new platforms emerged that no longer utilize mainframe technologies, enabling new capabilities that were previously unavailable. Customer and business d...

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...