Iberia Express implemented a digital strategy with Indra to transform its website. The initial website was a clone of Iberia's site and not optimized for Iberia Express. The new strategy involved moving to cloud computing for flexibility, enhancing the booking system, using agile development for fast updates, focusing on the customer experience, and implementing a quick loyalty program. Metrics after 4 months on the new site included availability on cloud premises, a 4x increase in bookings, and over 100,000 loyalty program signups. The next steps will apply NDC standards to indirect channels through partnerships like with LogiTravel.
Digital Innovation and the End-to-End Passenger ExperienceAirlineTrends
As passengers are getting more connected, their expectations are rising towards airlines to remove the inconveniences of air travel and do much more than just fly them from A to B.
Mobile technology has already had a significant impact on the passenger journey and while many digital innovations – think United Airlines and Uber, easyJet’s ‘Mobile Host’, Transavia’s ‘pre-flight entertainment’, and Singapore Airlines’ upcoming Companion app – offer convenient services, these tend to be focused on a specific area rather than align the whole journey.
Meanwhile, airlines are looking to increase margins by introducing ancillary services and are beginning to take a holistic look at the customer journey, and provide empowered passengers – who want to be in control of their journey – with a personalised and stress-free end-to-end travel experience.
In this presentation, recent airline initiatives will illustrate how digital devices, connectivity, data, service design and merchandising skills are coming together to provide a ‘passenger-centric’ door-to-door experience.
Presentation made by Sergio Fernandez Sastre, INDRA's Product Development Manager for Airlines.
Presented at Technology & Innovation Conference London 2015.
The airline industry is increasingly challenged to engage guests and passengers anywhere, anytime, across any device, while maintaining brand experience and consistency. Airlines are changing from a traditional business where money was made by selling seats on a plane to a more dynamic and adaptive business, where the services are being delivered in a personalized manner. Insights into the customer’s preferences and other operational processes will allow the airline to adjust functions and maximize profitability and at the same time, offer a differentiated passenger experience. View our webcast on demand if you would like to learn more: https://vts.inxpo.com/scripts/server.nxp?LASCmd=AI:4;F:QS!10100&ShowKey=23371&AffiliateData=slideshare
Future of Travel - The passenger experience 2015 Tom Knierim
This presentation is drawing on findings from SITA’s four annual industry research initiatives. It provides valuable insights into future IT strategic thinking and trends across the air transport industry.
Most of our content is based on three global surveys. Every year, SITA surveys senior executives at the top 200 airlines and airports in the world to ask about technology adoption in their organisation. Carried out at six major international airports in key regions of the world, SITA also runs a survey representing the passenger opinions about technology used throughout the journey.
How Boeing is Using AWS to Transform Commercial Aviation (ENT213) | AWS re:In...Amazon Web Services
In a highly regulated, safety-critical industry like commercial aviation, information sharing is of paramount importance, even when competitive relationships also exist. To solve this problem, Boeing has built a vendor-neutral platform where the players can securely work together to maximize safety and operational efficiency. Leveraging the best-of-industry offerings from AWS, Boeing and other companies can launch innovative applications on the platform with data governance that secures competition-sensitive information from the wrong eyes. In this session, we explore the business drivers behind the project and the challenges met and overcome during design and implementation.
At SITA we do have a range of surveys and insight papers
Together with ACI, we do surveys with Senior IT executives at airport and airlines.
For the airport survey, questionnaires were sent in Q2 2015 to senior IT executives working in the top 100 airports across the world.
Some of the people in the audience might have even been involved in those surveys…
Digital Innovation and the End-to-End Passenger ExperienceAirlineTrends
As passengers are getting more connected, their expectations are rising towards airlines to remove the inconveniences of air travel and do much more than just fly them from A to B.
Mobile technology has already had a significant impact on the passenger journey and while many digital innovations – think United Airlines and Uber, easyJet’s ‘Mobile Host’, Transavia’s ‘pre-flight entertainment’, and Singapore Airlines’ upcoming Companion app – offer convenient services, these tend to be focused on a specific area rather than align the whole journey.
Meanwhile, airlines are looking to increase margins by introducing ancillary services and are beginning to take a holistic look at the customer journey, and provide empowered passengers – who want to be in control of their journey – with a personalised and stress-free end-to-end travel experience.
In this presentation, recent airline initiatives will illustrate how digital devices, connectivity, data, service design and merchandising skills are coming together to provide a ‘passenger-centric’ door-to-door experience.
Presentation made by Sergio Fernandez Sastre, INDRA's Product Development Manager for Airlines.
Presented at Technology & Innovation Conference London 2015.
The airline industry is increasingly challenged to engage guests and passengers anywhere, anytime, across any device, while maintaining brand experience and consistency. Airlines are changing from a traditional business where money was made by selling seats on a plane to a more dynamic and adaptive business, where the services are being delivered in a personalized manner. Insights into the customer’s preferences and other operational processes will allow the airline to adjust functions and maximize profitability and at the same time, offer a differentiated passenger experience. View our webcast on demand if you would like to learn more: https://vts.inxpo.com/scripts/server.nxp?LASCmd=AI:4;F:QS!10100&ShowKey=23371&AffiliateData=slideshare
Future of Travel - The passenger experience 2015 Tom Knierim
This presentation is drawing on findings from SITA’s four annual industry research initiatives. It provides valuable insights into future IT strategic thinking and trends across the air transport industry.
Most of our content is based on three global surveys. Every year, SITA surveys senior executives at the top 200 airlines and airports in the world to ask about technology adoption in their organisation. Carried out at six major international airports in key regions of the world, SITA also runs a survey representing the passenger opinions about technology used throughout the journey.
How Boeing is Using AWS to Transform Commercial Aviation (ENT213) | AWS re:In...Amazon Web Services
In a highly regulated, safety-critical industry like commercial aviation, information sharing is of paramount importance, even when competitive relationships also exist. To solve this problem, Boeing has built a vendor-neutral platform where the players can securely work together to maximize safety and operational efficiency. Leveraging the best-of-industry offerings from AWS, Boeing and other companies can launch innovative applications on the platform with data governance that secures competition-sensitive information from the wrong eyes. In this session, we explore the business drivers behind the project and the challenges met and overcome during design and implementation.
At SITA we do have a range of surveys and insight papers
Together with ACI, we do surveys with Senior IT executives at airport and airlines.
For the airport survey, questionnaires were sent in Q2 2015 to senior IT executives working in the top 100 airports across the world.
Some of the people in the audience might have even been involved in those surveys…
Rethinking airports for future connected travelersKevin May
The future role of airports – the meeting grounds for airlines and travelers – is driven by unprecedented social and technological change.
Expect new levels and diversity of service, personalized travller experiences, universal availability of mobile connectivity and many changes in the airport as a merchandising environment.
In this webinar presented by Tnooz and Amadeus, we examine technology shaping the needs and expectations of airport visitors.
How will airline and airport operators engage with customers?
What strategies and business models enable airlines and airports to seize new opportunities for managing the total trip experience?
Our expert panel includes:
* Brian Beard, Amadeus, executive technology consultant
* Glenn Gruber, Ness Technologies, AVP travel technologies
* Patricia Simillon, Amadeus, head of airlines operations strategy
Airport executives are trying to create smarter airports, just as airport infrastructures, systems and processes are becoming digitally aware, interconnected and infused with intelligence.
Digital readiness for customer experience in the airline industry - AccentureClement Quek
Most airlines have a clear vision for using digital technology to improve customer experience. But they lack the know-how and talent to bring the vision to life.
This Accenture report examines the disruptive impact of digital technology on the airline industry with a focus on customer experience.
The findings are based on in-depth interviews with 25 airline senior executives throughout the world.
The smart airport market has risen in prominence with new innovative technologies that have helped personalize customer experiences. Rising IT spending on airports is anticipated to propel the market’s expansion as these solutions ease the burden on airport infrastructure and workforce. Emerging countries are showing dramatic traffic growth, diversity, and choice of airlines.
A Powerpoint presentation that notes that air travel has in many cases become a commodity. The experience is now at the airport! A look at pasenger ameneties at 5 world class airports.
FlightsLogic Global Airfare APIs connect you to the finest information in the travel industry. You can now build, innovate and launch your web and mobile applications with our Flight API. Inspirational search features combine our Global Airfare APIs with your existing travel offering to complement your product range.
Ancillary Revenues soaring Opportunities in Airline OperationsNIIT Technologies
With squeezed profit margins, rising fuel prices, high input costs, changing customer expectations and uncertain economic climate, airlines today rely heavily on additional service revenues to stay ahead. Our experts have listed the steps that an airline can take to increase ancillary revenues and has proposed a holistic approach to leverage technology in order to improve competitiveness. Our approach also gives technology partner tips for success.
Every year, more than 1,000,000,000 passengers travel through airports which use digital TETRA products.
This presentation shows what benefits TETRA brings for airport industry, and what are the drivers for future radio communications at airports.
Contents include:
- An overview of digital airports
- Challenges in the airports industry
- What's important for airport operators
- How airports are measured?
- Examples of airport cases
- Evolution paths for digital airports
Airline ancillaries: What is working in today’s marketplaceKevin May
New airline ancillary products and the technology and processes behind them are a fascinating and vital part of how the travel industry is evolving.
Three innovative travel brands share insights about recently released capabilities and the best practices for integrating these services into a managed travel program.
On this 60-minute webinar, you’ll hear how airlines are enhancing their products and learn from industry practitioners about what it takes to actually bring them to market.
Technology providers, travel suppliers, travel agencies, and travel buyers should bring their questions and comments for this interactive sessions with our panel of experts.
Featured presenters:
Shelly Terry, Vice President, Sabre Travel Network
Aldo Ponticelli, Vice President Distribution, Alitalia
Liz Mandarino, President, World Travel Inc
Kevin May, Editor & Moderator, Tnooz
Gene Quinn, CEO & Producer, Tnooz
Ubicabs online taxi booking platform including appsJames Bamford
How ubiCabs provides customers a taxi booking platform. Service provided to fixed fare or metered taxis whether on websites, native apps (iPhone and Android), mobile web apps, call centre apps.
Last Week’s session - “IoT – Connected Car – Technology Trends & Opportunities” covered a trending topic that promises to disrupt the transportation industry, as we know it. Here are the key Lounge47 takeaways:
1. Connected Cars are vehicles that use any from a range of communication technologies to communicate a) with the driver b) with other cars on the road (vehicle-to-vehicle (V2V)) c) road infrastructure (vehicle-to-infrastructure (V2I)) and d) the “Cloud” 2. Status today? a) Only a fraction of future automated and connected vehicle technologies are available today b) Although individual aspects of the connected driving experience are established the integrated whole is not c) The public today only enjoys up to level 2 on a 5 level scale of 0 to full automation. Level 4 vehicles are however being tested 3. 2014 milestones: a) Google and Apple target the car dashboard with 'Android Auto' and 'Carplay' platforms b) Google makes autonomous cars real with its self driving car d) Automotive companies begin to take customer data protection seriously e) Vehicle-to-Vehicle (V2V) technology gets the regulatory nod 4. Questions: Is the car the new Tech battleground? Will there be an Apple car? What business models will prevail? Are Uber-like companies preparing the market for the self-driving car? Would Self-driving cars make owning a car a thing of the past? 5. Benefits: a) Savings in terms of increased people productivity b) reduced gasoline usage due to efficient driving c) reduced road infrastructure maintenance d) Increased safety 6. Challenges: a) Developing a UI/UX that minimizes driver distraction b) Customer Data security c) In-car and remote cyber crime d) Liability – where does it sit? 7.Opportunities: a) In-car data that could serve consumers, drivers themselves, marketers, hardware manufactures, car companies and insurance companies b) Aftermarket solutions c) IoT products & solutions. 47b market today set to grow to 270b USD by 2020. Revenue potential per connected car estimated to be 1400 USD/vehicle/year 8. Opportunities in India: The Indian market will take time to mature. In the short-term: a) Parking Management b) Connected Infrastructure (e.g. smart cities) c) Insurance – Usage Based Insurance, driving pattern monitoring & support d) Radio Taxi Service – e.g. Ola, Uber e) Transportation as a Service – Personal mobility, Goods mobility f) Service Stations - cloud-based diagnostics & preventive care g) Battery technologies – Charging stations offer opportunities. In summary - realization of the Connected Car vision and the benefits it brings hinges not on the technology challenges but on whether it will win consumer acceptance and trust.
www.lounge47.in
Big Data, customer analytics and loyalty marketingKevin May
Want to improve the customer experience while optimizing customer service, marketing spend and wallet share?
In this FREE webinar from Tnooz and IBM, attendees learn the benefits of big data analytics including:
Developing persona-level customer segmentation.
Improving products/services launches.
Optimizing return on marketing spend.
Utilizing social media analytics.
Webinar presenters are:
Kurt Wedgwood – information agenda consultant for travel and transportation, IBM
Tzaras Christon – executive vice president for growth, Aginity
Kevin May - editor and moderator, Tnooz
Gene Quinn - CEO and producer, Tnooz
Rethinking airports for future connected travelersKevin May
The future role of airports – the meeting grounds for airlines and travelers – is driven by unprecedented social and technological change.
Expect new levels and diversity of service, personalized travller experiences, universal availability of mobile connectivity and many changes in the airport as a merchandising environment.
In this webinar presented by Tnooz and Amadeus, we examine technology shaping the needs and expectations of airport visitors.
How will airline and airport operators engage with customers?
What strategies and business models enable airlines and airports to seize new opportunities for managing the total trip experience?
Our expert panel includes:
* Brian Beard, Amadeus, executive technology consultant
* Glenn Gruber, Ness Technologies, AVP travel technologies
* Patricia Simillon, Amadeus, head of airlines operations strategy
Airport executives are trying to create smarter airports, just as airport infrastructures, systems and processes are becoming digitally aware, interconnected and infused with intelligence.
Digital readiness for customer experience in the airline industry - AccentureClement Quek
Most airlines have a clear vision for using digital technology to improve customer experience. But they lack the know-how and talent to bring the vision to life.
This Accenture report examines the disruptive impact of digital technology on the airline industry with a focus on customer experience.
The findings are based on in-depth interviews with 25 airline senior executives throughout the world.
The smart airport market has risen in prominence with new innovative technologies that have helped personalize customer experiences. Rising IT spending on airports is anticipated to propel the market’s expansion as these solutions ease the burden on airport infrastructure and workforce. Emerging countries are showing dramatic traffic growth, diversity, and choice of airlines.
A Powerpoint presentation that notes that air travel has in many cases become a commodity. The experience is now at the airport! A look at pasenger ameneties at 5 world class airports.
FlightsLogic Global Airfare APIs connect you to the finest information in the travel industry. You can now build, innovate and launch your web and mobile applications with our Flight API. Inspirational search features combine our Global Airfare APIs with your existing travel offering to complement your product range.
Ancillary Revenues soaring Opportunities in Airline OperationsNIIT Technologies
With squeezed profit margins, rising fuel prices, high input costs, changing customer expectations and uncertain economic climate, airlines today rely heavily on additional service revenues to stay ahead. Our experts have listed the steps that an airline can take to increase ancillary revenues and has proposed a holistic approach to leverage technology in order to improve competitiveness. Our approach also gives technology partner tips for success.
Every year, more than 1,000,000,000 passengers travel through airports which use digital TETRA products.
This presentation shows what benefits TETRA brings for airport industry, and what are the drivers for future radio communications at airports.
Contents include:
- An overview of digital airports
- Challenges in the airports industry
- What's important for airport operators
- How airports are measured?
- Examples of airport cases
- Evolution paths for digital airports
Airline ancillaries: What is working in today’s marketplaceKevin May
New airline ancillary products and the technology and processes behind them are a fascinating and vital part of how the travel industry is evolving.
Three innovative travel brands share insights about recently released capabilities and the best practices for integrating these services into a managed travel program.
On this 60-minute webinar, you’ll hear how airlines are enhancing their products and learn from industry practitioners about what it takes to actually bring them to market.
Technology providers, travel suppliers, travel agencies, and travel buyers should bring their questions and comments for this interactive sessions with our panel of experts.
Featured presenters:
Shelly Terry, Vice President, Sabre Travel Network
Aldo Ponticelli, Vice President Distribution, Alitalia
Liz Mandarino, President, World Travel Inc
Kevin May, Editor & Moderator, Tnooz
Gene Quinn, CEO & Producer, Tnooz
Ubicabs online taxi booking platform including appsJames Bamford
How ubiCabs provides customers a taxi booking platform. Service provided to fixed fare or metered taxis whether on websites, native apps (iPhone and Android), mobile web apps, call centre apps.
Last Week’s session - “IoT – Connected Car – Technology Trends & Opportunities” covered a trending topic that promises to disrupt the transportation industry, as we know it. Here are the key Lounge47 takeaways:
1. Connected Cars are vehicles that use any from a range of communication technologies to communicate a) with the driver b) with other cars on the road (vehicle-to-vehicle (V2V)) c) road infrastructure (vehicle-to-infrastructure (V2I)) and d) the “Cloud” 2. Status today? a) Only a fraction of future automated and connected vehicle technologies are available today b) Although individual aspects of the connected driving experience are established the integrated whole is not c) The public today only enjoys up to level 2 on a 5 level scale of 0 to full automation. Level 4 vehicles are however being tested 3. 2014 milestones: a) Google and Apple target the car dashboard with 'Android Auto' and 'Carplay' platforms b) Google makes autonomous cars real with its self driving car d) Automotive companies begin to take customer data protection seriously e) Vehicle-to-Vehicle (V2V) technology gets the regulatory nod 4. Questions: Is the car the new Tech battleground? Will there be an Apple car? What business models will prevail? Are Uber-like companies preparing the market for the self-driving car? Would Self-driving cars make owning a car a thing of the past? 5. Benefits: a) Savings in terms of increased people productivity b) reduced gasoline usage due to efficient driving c) reduced road infrastructure maintenance d) Increased safety 6. Challenges: a) Developing a UI/UX that minimizes driver distraction b) Customer Data security c) In-car and remote cyber crime d) Liability – where does it sit? 7.Opportunities: a) In-car data that could serve consumers, drivers themselves, marketers, hardware manufactures, car companies and insurance companies b) Aftermarket solutions c) IoT products & solutions. 47b market today set to grow to 270b USD by 2020. Revenue potential per connected car estimated to be 1400 USD/vehicle/year 8. Opportunities in India: The Indian market will take time to mature. In the short-term: a) Parking Management b) Connected Infrastructure (e.g. smart cities) c) Insurance – Usage Based Insurance, driving pattern monitoring & support d) Radio Taxi Service – e.g. Ola, Uber e) Transportation as a Service – Personal mobility, Goods mobility f) Service Stations - cloud-based diagnostics & preventive care g) Battery technologies – Charging stations offer opportunities. In summary - realization of the Connected Car vision and the benefits it brings hinges not on the technology challenges but on whether it will win consumer acceptance and trust.
www.lounge47.in
Big Data, customer analytics and loyalty marketingKevin May
Want to improve the customer experience while optimizing customer service, marketing spend and wallet share?
In this FREE webinar from Tnooz and IBM, attendees learn the benefits of big data analytics including:
Developing persona-level customer segmentation.
Improving products/services launches.
Optimizing return on marketing spend.
Utilizing social media analytics.
Webinar presenters are:
Kurt Wedgwood – information agenda consultant for travel and transportation, IBM
Tzaras Christon – executive vice president for growth, Aginity
Kevin May - editor and moderator, Tnooz
Gene Quinn - CEO and producer, Tnooz
Presented by David Taieb, Architect, IBM Cloud Data Services
Along with Spark Streaming, Spark SQL and GraphX, MLLib is one of the four key architectural components of Spark. It provides easy-to-use (even for beginners), powerful Machine Learning APIs that are designed to work in parallel using Spark RDDs. In this session, we’ll introduce the different algorithms available in MLLib, e.g. supervised learning with classification (binary and multi class) and regression but also unsupervised learning with clustering (K-means) and recommendation systems. We’ll conclude the presentation with a deep dive on a sample machine learning application built with Spark MLLib that predicts whether a scheduled flight will be delayed or not. This application trains a model using data from real flight information. The labeled flight data is combined with weather data from the “Insight for Weather” service available on IBM Bluemix Cloud Platform to form the training, test and blind data. Even if you are not a black belt in machine learning, you will learn in this session how to leverage powerful Machine Learning algorithms available in Spark to build interesting predictive and prescriptive applications.
About the Speaker: For the last 4 years, David has been the lead architect for the Watson Core UI & Tooling team based in Littleton, Massachusetts. During that time, he led the design and development of a Unified Tooling Platform to support all the Watson Tools including accuracy analysis, test experiments, corpus ingestion, and training data generation. Before that, he was the lead architect for the Domino Server OSGi team responsible for integrating the eXpeditor J2EE Web Container in Domino and building first class APIs for the developer community. He started with IBM in 1996, working on various globalization technologies and products including Domino Global Workbench (used to develop multilingual Notes/Domino NSF applications) and a multilingual Content Management system for the Websphere Application Server. David enjoys sharing his experience by speaking at conferences. You’ll find him at various events like the Unicode conference, Eclipsecon, and Lotusphere. He’s also passionate about building tools that help improve developer productivity and overall experience.
14 Best Practices for Airlines to Maximize their Digital Dollars in 2014.Prantik Mazumdar
This 42 slider deck shares 14 ideas for airlines to study, evaluate & adopt as part of their digital marketing plans for 2014. The deck includes case studies to support each idea.
The fundamental premise being how can airlines leverage on digital to engage & add value to their customers before, during and after their flight?
Digital readiness for customer experience in the airline industry - AccentureAccenture ASEAN
Most airlines have a clear vision for using digital technology to improve customer experience. But they lack the know-how and talent to bring the vision to life.
This Accenture report examines the disruptive impact of digital technology on the airline industry with a focus on customer experience.
The findings are based on in-depth interviews with 25 airline senior executives throughout the world.
Competing with low cost carriers using legacy distributionSergio M. Fernández
As a part of Technology and Innovation in Airline Distribution and Merchandising 2015 conference I presented this sucess case of integration of low cost strategies using legacy distribution systems.
As key factors of sucessful implementation agile methodologies, cloud computing and business process simplification
Develop cost efficient solution system.
Fastest booking system to serve a large client.
Fastest merchant registration.
Optimal route map for deliveryman.
Monitoring overall company profit by report.
Tracking parcel for receiver, merchant and courier admin
AirSensus is a SaaS platform leveraging operating data of an airline company in order to minimise their direct operating costs and optimise their operations.
PANEL 2: Intelligent Airline of the future in fast-changing environment - Driving innovation, cost savings & bringing agility – Introduction of the New Gen Passenger Management Technology - Ian Tunnacliffe, SITA
Tracking Tools For Air Cargo ModernizationPaul Fink
ShipTrack is an innovative SaaS delivery management platform designed to provide complete control and visibility of any shipment’s movement worldwide. ShipTrack enables shippers all over the world to provide complete visibility and control that their customers demand of their deliveries.
Digital Transformation at ALE breeds new business model and opportunities for...Alcatel-Lucent Enterprise
ALE's digital transformation pays off with a focus on vertical industries, cloud and services for their customers' IT needs. ALE has created new business model and unique opportunities to move away from commoditization and this digital transformation was a key enabler to the success of this changing landscape.
Innovated a functionally rich solution suite for a leader in air transport co...Mindtree Ltd.
Travel industry is changing dynamically. The systems governing their operations need to be constantly upgraded to ensure customer satisfaction and retention. They need a reliable technology partner to help them transform their technology infrastructure to meet emerging demands.
Here’s how Mindtree helped a leading air transport communications and IT enterprise to move up from their legacy system in order to meet their ever growing needs.
This is the presentation of my participation in Apidays Dubai and Middle East (29-Jun-2021). It presents aspects of business scalability with APIs through digitization, digitalization and digital transformation.
apidays LIVE Helsinki & North 2022_APIs - Transforming & Advancing Material F...apidays
apidays LIVE Helsinki & North: API Ecosystems - Connecting Physical and Digital
March 16 & 17, 2022
APIs - Transforming & Advancing Material Flow business
Raheel Farhat, Digital Experience Platform Lead at Konecranes
How Performance Testing Can help in Critical Airline Applications_ - Bahaa Al...Bahaa Al Zubaidi
Businesses all over the world are updating their product lines to embrace digital transformation. For example, airlines use APM to reduce the complexity involved in managing a digital metamorphosis. They also constantly work to make sure that they are able to satisfy the demands of customers who have invested in technology through a multi-channel strategy.
Jorge Diaz, Founder and CEO at AirGateway. at Travel Tech Conference Russia (http://traveltechcon.ru/eng).
"NDC brings a huge architectural change with it: A whole transitioning from the indirect distribution model to the direct distribution one, returning the control and ownership of the supply chain to airlines".
Subscribe to TTCR news: http://eepurl.com/cnhNvH
4. 4|
• Madrid-based airline operating short
and medium-haul flights
• Started operations in March 2012,
and now flies over 6 million
passengers and 50,000 flights
• Most punctual European airline and
recognized as one of the best in the
world
• Wholly-owned subsidiary of Iberia
• Operates 31 routes in Spain and
Europe, flying 17 Airbus A320
aircraft
• Indra is one of the leading IT
companies in the world both in
consulting and technology.
• 43.000 employees and projects in
138 countries.
• First-class customers worldwide from
all sectors
• Focus on Travel and Transportation
with specific solutions for Airlines, Air
Traffic Management, Railway
Systems or Hotels
01 INTRODUCTION
IBERIA EXPRESS and INDRA OVERVIEW
6. 6|
02 DEFINITION OF DIGITAL STRATEGY
IBERIA EXPRESS STARTING SITUATION
First Iberia
Express website
is set out as a
spin off of
Iberia’s.
For it’s go live
day the portal is
just a clone.
MAJOR INCONVENIENCES:
- Not oriented to its own customer
- Heavy content website
- Offer based on legacy carrier
- Architecture based on central
systems.
GOAL:
Create a website
focused on the
customer and ready
to compete with other
LCC and legacy
carriers.
2012
September 2015: 1st
Anniversary of the
new web!
7. 7|
WEB
STRATEG
Y
02 DEFINITION OF DIGITAL STRATEGY
DEFINING STRATEGY
1.CLOUD
COMPUTING
2. ENHANCING
DISTRIBUTION
SYSTEM
3. TIME
TO MARKET
5. QUICK
ADOPTION
AFFILIATION
avios
4.CUSTOMER
ORIENTED
INTERFACE
8. 8|
ALIGNMENT
BUSINTESS & IT
SERVICE
FLEXIBILITY
STANDARDIZATION
ELASTICITY
02 DEFINITION OF DIGITAL STRATEGY
1. CLOUD COMPUTING WEB
STRATEGY
PNRs generated in a week
TRAFFIC PATTERNS ARE
UNPREDICTABLE: Marketing campaigns,
special sales, daily behavior impact on
infrastructure sizing.
Unfeasible dimension
infrastructure attending only to
traffic peaks
CLOUD COMPUTING:
Cost
=
+AUTOMATION
+
VIRTUALIZATIO
N
+
=
+INDUSTRY
STANDARDS
+
AGILITY
+
Business
“leverages virtualization, standardization and automation to free up
operational budget for new investment”
9. 9|
WEB
STRATEGY
02 DEFINITION OF DIGITAL STRATEGY
WEB STRATEGY: ENHANCED DISTRIBUTION SYSTEM
ENHANCED BOOKING
EXPERIENCE
BOOKING
FLOW
MANAGER
(BFM)
ENHANCED
SHOPPING
NEW
REVENUE &
CUSTOMER
ATTRACTIO
N
PAYMENT
ALTERNATIVE
S
ONLINE
CHANNELS
CONVERGENC
E
• Simple configuration setting from PSS &
GDS, Ancillaries and payment gateways
• Easy product, price and offer definition
• Web services integration with agnostic
Technology
• NDC Compliant
BFM
10. 10|
WEB
STRATEGY
02 DEFINITION OF DIGITAL STRATEGY
WEB STRATEGY: ENPOWER DISTRIBUTION SYSTEM
IndraBFM, the Platform to integrate and customize airline offer into
your Ecommerce platform
11. 11|
WEB
STRATEGY
02 DEFINITION OF DIGITAL STRATEGY
WEB STRATEGY: FAST TIME TO MARKET
Using Scrum (an Agile methodology) allows us to:
SMALL DELIVERIES makes things simple, with continuous
feedback and «real- time» tailoring.
QUALITY ON DELIVERIES establishing checkpoints in the delivery
process, including automated tests, users validation, good design…
MANAGE CHANGES, CONTROLLING COSTS giving the clients
flexibility and agility to avoid big reworks
TEAM MOTIVATION: involving client and provider in the scrum to
improve collaboration by continuous customer involvement
12. 12|
• DEVELOP FEATURE.
• TEST YOUR HYPOTESYS
• INCLUDE BEST
PRACTICES
02 DEFINITION OF DIGITAL STRATEGY
WEB STRATEGY: CUSTOMER ORIENTED INTERFACE WEB
STRATEGY
BUILD
LEARN
MEASURE
• HOW USERS REACT?
• GET FEEDBACK
• IS A PIVOT NEEDED, SHOULD I
PRESERVE?
• DID I OBTAINED THE EXPECTED
RESULTS?
LEAN + UX:
Learn Fast & Cheap
Indra BFM
KPIs
NON-NATIVE
DIGITAL
MOBILE
PROFESSIONA
L
YOUNG
EXPLORER
MATURE
HEDONIST
13. 13|
02 DEFINITION OF DIGITAL STRATEGY
WEB STRATEGY: QUICK ADOPTION AFFILIATION PROGRAM WEB
STRATEGY
AIRLINES LOYALTY PROGRAM STRATEGIES HAVE EVOLVED OVER THE
YEARS, FROM DISCOUNT COUPONS IN PRESS TO ADVANCED LOYALTY
SCHEMAS
Attract and retain customer base with a quick adoption product
with minimum complexity
Discount
coupons in
newspapers and
magazines
Loyalty card by
points
• Exchange points for
flights with other
carriers
• Diversification and
synergies with hotels,
car rental ...
Loyalty model
by Apps
Personal
Loyalty Model
Customer
Identification Ca
rd
Affiliation program:
Quick access to
discount with only email
required.
- No EMD
- No Special Fares
- Quick promotion
definition
14. 14|
4
Months
Project duration
02 DEFINITION OF DIGITAL STRATEGY
WEB STRATEGY: MEASURING FIRST RESULTS
Availability on cloud premises
x4 Bookings through Iberiaexpress.com
+100k Club Express users on first 4 months
99,99%
Functionalities focused on customer needsNEW
16. 16|
03 WHAT’s NEXT?
APPLYING NDC IN ALL CHANNELS
Enables
airlines to
construct their
full product
offerings
Enables
airlines and
travel
agencies to
manage
orders from
clients
Process the
payments and
triggers ticket
issuance
Defines
markets where
airlines are
willing to
respond to
requests
Enables
traceability for
airlines and
travel
agencies
Enables R&R
protocols
between
interline
partners
Supports
existing BSP,
ARC
processes and
proper
revenue
accounting
SHOPPING BOOKING
PAYMENT &
TICKETING
AIRLINE
PROFILE
SERVICING INTERLINING
REPORTING
& ACCOUNTING
17. 17|
NDC NDCNDC
03 WHAT’s NEXT?
APPLYING NDC FOR INDIRECT CHANNELS >> LOGITRAVEL
PARTNERSHIP
IBERIAEXPRESS.COM
TA.COM
Airline
Offer
Mgmt
System
Airline
Content
Aggregators
GDS/ New
Entrants
Travel
Agents
TMC / OTA /
Independent
Travellers
Business /
Leisure
NDC
19. 19|
03 WHAT’s NEXT?
APPLYING NDC FOR INDIRECT CHANNELS >> PROJECT OVERVIEW
1 Availability & price using I2 cache
• Will allow a new shopping flow using existing BFM availability services
• Fallback: if cache results are not available it will trigger flexpricer price &
availability request
2 Discriminators
• Cache vs flexpricer discriminator: discriminator should allow to tailor flows
according to: Route, Client type, OW vs RT, Direct flights vs Connecting
flights, days in advance…and many more.
• Discriminator should have a simple web application for maintenance
(crud operations)
3 NDC Functionalities
• Service orchestration based on booking flow and pax data tailoring
• Connect different channel services for booking management using NDC standards
• Phase 2: ancillaries (2016)
20. Indra, We Speak Airlines!
Pablo Sanz Salcedo
Travel & Transportation Manager
Industry & Consumer Business Sector
Jumeirah Business Centre 3, Unit. No. 1404.
Jumeirah Lakes Towers, Cluster Y,
P.O. Box 9338, Dubai
T +971 4 434 39 19 – ext. 110
F +971 4 434 39 18
M + 971 50 229 8337
psanzs@indra.es
indracompany.com
Editor's Notes
In e-commerce, market references are not only direct competitors, user expect same UX quality, response time, behavior, simplicity…that they experience not only in other airline’s webpages but also in other reference websites: Facebook, Linkedin… So to achieve this we have to replicate the way they work: agile methodologies and the lean startup focus.
Ofrecer un producto novedoso adaptado a las necesidades de usuario con un rápido time to market
El enfoque de la web debe centrarse en los usuarios y en la usabilidad de la página y el comportamiento de los usuarios en la misma; una vez más medimos para aprender dónde se queda el cliente, cuál es lo primero que visita, qué páginas son las que más visita, dónde hace click? Incluso con mapas de calor podemos saber donde mira
Atraer a nuevos usuarios ofreciendo un nuevo programa de afiliación, de forma rápida y efectiva, capaz de competir con low cost y programas de fidelización.
RESULTADOS DEL PROYECTO:
Desarrollo en 4 meses
Incremento de visitas/ventas
Registrados en Club Express
Tiempo media de visita
Acciones en social media
Mejora número de followers
etc
RESULTADOS DEL PROYECTO:
Desarrollo en 4 meses
Incremento de visitas/ventas
Registrados en Club Express
Tiempo media de visita
Acciones en social media
Mejora número de followers
etc
RESULTADOS DEL PROYECTO:
Desarrollo en 4 meses
Incremento de visitas/ventas
Registrados en Club Express
Tiempo media de visita
Acciones en social media
Mejora número de followers
etc
RESULTADOS DEL PROYECTO:
Desarrollo en 4 meses
Incremento de visitas/ventas
Registrados en Club Express
Tiempo media de visita
Acciones en social media
Mejora número de followers
etc
RESULTADOS DEL PROYECTO:
Desarrollo en 4 meses
Incremento de visitas/ventas
Registrados en Club Express
Tiempo media de visita
Acciones en social media
Mejora número de followers
etc