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IGT IROPS desk has enabled upto 70% revenue retention for a leading European Airline by rebooking passengers on priority carriers.
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Solution Areas
Passenger Management
- Re-accommodation
- Schedule Changes
- Notifications-SMS, Calls, Emails, Social Media
- Exchanges & Reissuances
- Downgrade Services
- Claims
Process Management
- Revalidations
- Mishandled Baggage
- Refunds
- Seat Management
- Baggage Recheck-in
- Visa Assistance
Benefits Achieved
70% revenue retention by rebooking passengers on priority carriers
99% TAT achievement for rebooking and re-accommodations
30 passengers rebooked per agent per hour
Client
A leading European Airline having 200 aircrafts flying to 225 destinations worldwide
Challenges
- Timely rebooking, reissuance and revalidation of tickets for cancelled flights
- Meeting TAT for all rebooked passenger notifications
- Revenue loss due to ad-hoc bookings
- High DSAT
- Manage rebooking for over 700 Cancelled Flights per month
Resolution
- Introduced a Central Rebooking Unit to streamline the rebooking process and queue management
- Created a priority matrix along with the client to control the revenue leakage
- Applied an automated tool to analyze revenue leaking sectors
- Created a notification unit to inform passengers about cancellation/delays or any flight change
- Undertook inventory management and made changes in reservations according to planned or ad-hoc change in inventory
- Offloaded and rebooked passengers through Departure Control System (DCS) in case of a flight cancellation
- Automation to provide near real time dashboards of reaccomodation status, enabling quicker turn around