IROPS for Airline

amit3076 Case Studies

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