Passenger Services

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 LCC in Korea. Even amid the global pandemic, we increased our market share on all domestic and international routes we operate to 23% and 20%, respectively. Our eyes are still firmly set on growth as we plan to continue opening new domestic and international routes, launch new products, establish subsidiaries in key markets, and increase our aircraft fleet.

Growth is reflective of the trust you gain from your customers. This trust is partly achieved by continuously developing innovative products your customers value and making those available through intuitive shopping experiences. Thanks to our agile and modern technology infrastructure built on iFly, we can do this quickly. As the pandemic has shown, being able to respond rapidly to changing operating conditions is critical. Amid the headwinds our industry continues to face, we have nimbly adapted our business to dynamic conditions, opening new routes and partnership models to keep afloat.

Teamwork and collaboration build success. And you know you have a reliable and trusted business partner when your counterpart naturally feels part of your business and committed to its success. IBS Software travel management software has accompanied us since the beginning and has contributed to our growth journey. Thanks to our renewed technology agreement that pushes our digital boundaries even further, including NDC Interline, they will continue to do so on the road ahead.

Author Info 

Steve is a key member at T'way seeking innovative transformation for the airline´s business. He believes airlines in the future will be digitally oriented, rather than simply transportation companies.

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