Passenger Services

With the growing demand for personalized, seamless travel experiences come new opportunities for airlines to generate significant revenue from air and non-air content. But, transitioning to customer-centric retail doesn´t come without its challenges. It requires a fundamental reset of traditional airline technology, processes, mindsets, and organizational designs. In my last blog, I explained why an Order Management System is the lynchpin of modern airline retailing, simplifying critical operations. Of course, many components and systems contribute to the industry´s transition to an Offer-Orde...

Redefining customer engagement to unlock new revenue streams is a key driver of the airline industry's digital transformation. The call for greater personalization and enhanced retailing capabilities requires a fundamental shift from product to customer-centric systems. As airlines introduce product catalogs to formulate increasingly sophisticated offers, the operational models and systems that underpin them must evolve to handle complex orders comprised of air and non-air content. This is fundamental to avoid costly, legacy PSS workarounds when storing and servicing orders. Supported by IATA'...

Ensuring that crew members are in the right place at the right time to operate scheduled flights is challenging, especially amidst industry staffing shortages. Flight cancellations, delays, and last-minute changes to crew rosters all have the potential to affect airline operations. When unexpected events occur, swift and efficient action is required to minimize disruptions. This sometimes involves relocating replacement crews without incurring excessive costs or causing operational delays. Achieving this requires streamlining deadhead crew booking processes to eliminate inefficiencies.  T...

In my discussions with customers and industry colleagues, I get many questions about our progress in enabling modern airline retailing. One area that draws a lot of attention is our POC for interlining with offers and orders. So, I'd like to share our vision for airline retailing, our progress with iRetail (our OOSD platform), and maybe even bust a few myths circulating the industry.  Why is interlining with offers and orders so critical? We believe that interlining with offers and orders is the unequivocal master case to demonstrate whether an OOSD works and is designed to do what it´s s...

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...