Advancing Airline Agility with Dynamic Offers and Strategic Partnerships 

Background 

The airline industry is evolving quickly, and keeping up with shifting market demands has become a top priority. However, many airlines are still using outdated systems that make it difficult to respond quickly. Long, complicated updates slow operations and prevent airlines from offering the smooth, real-time service customers now expect. 

Personalization isn’t just a nice-to-have—it’s a proven driver of sales and, ultimately, revenue for airlines. In an industry where a significant portion of income comes from ancillary services, airlines that leverage personalized offers are better positioned to maximize earnings. Meeting the demand for tailored experiences not only boosts upselling opportunities but directly impacts the bottom line. 

To attract and retain new customers, airlines are focusing on enhancing the overall travel experience and expanding their payment options to accommodate diverse customer needs. As airlines grow their geographic operations to diversify income streams and capture new passenger traffic, simplifying the booking process and offering flexible payment solutions become essential. By streamlining these systems, airlines not only reduce friction in the customer journey but also improve conversion rates and minimize booking drop-offs. This approach ensures a seamless experience from start to finish, catering to the modern traveler’s expectations and driving both customer acquisition and revenue growth. 

Client 

Our client is a budget airline dedicated to making travel affordable for shorter and medium-haul flights. As part of a larger European airline, they focus on helping vacationers reach popular destinations across Europe, the Mediterranean, and the Americas. Their routes are carefully planned around seasonal demand, giving travelers convenient and cost-effective options for their getaways. 

Challenge 

Our client was looking to improve how they operated and responded to customer needs but faced several obstacles: 

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1. Real-time Offer Updates: Their existing system required time-consuming updates, limiting the airline’s ability to adjust to market changes or customer preferences quickly. A more dynamic and flexible system was needed to deliver timely, personalized offers. 
2. Expanding Travel Options: To give passengers more destinations without increasing their fleet, they needed to expand their route network by offering ACMI, Codeshare, and Interline flights. This required complex system changes to manage these partnerships and maintain seamless operations across different airlines. 
3. Payment Flexibility: The airline needed to increase payment flexibility by integrating multiple PSPs, giving customers more options, and reducing payment issues like failed transactions. 
4. Smoother Booking Experience: The group booking process was confusing, leading many customers to abandon their bookings. Improving the user experience and making the process easier were essential to keeping customers engaged and completing their bookings. 

Solution  

The client partnered with Symphony Solutions, a leading technology and software development company, to address their challenges and improve their operations. Together, we implemented the following solutions: 

• Dynamic Offer Management 

A REST API was introduced, allowing our client to update offers in real time without needing system releases. This gave them the flexibility to quickly adjust to market trends and provide more personalized options to customers. 

• Strategic Partnership Integration 

We expanded the client’s destination options by integrating ACMI, Codeshare, and Interline flights. This required setting up the configurations to manage partnerships, including terms, conditions, and reservations across different airlines. 

• Payment Service Provider Integration 

We assisted the client in integrating with two significant PSPs, to offer more payment options. We also added new methods to improve payment flexibility and meet the needs of a broader customer base. 

• User Experience Enhancements 

A detailed review of the booking process helped identify common issues. Clearer messaging and improved guidance were introduced to smooth the process and reduce abandonment rates. 

• Marketing Campaign Optimization:  

Google Analytics v4 was implemented to get deeper insights into customer behavior. Deeplinks were also used to send customers directly to specific offers, improving the effectiveness of marketing campaigns and boosting conversion rates. 

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Results  

Our collaboration with the client delivered significant improvements across several areas. Here are the outcomes of the project: 

• Faster Response to Market Changes 

The dynamic offer system allowed our client to quickly adjust to changing customer needs and market trends. Offers can now be updated instantly, reducing delays and improving operational flexibility. 

• Expanded Market Reach 

Our client expanded their route network by integrating ACMI, Codeshare, and Interline flights without adding more planes. This gives passengers more travel options and increases the airline’s appeal in the market. 

• Increased Revenue 

With more personalized offers, reputable partners and a broader market reach, they immediately saw ticket sales and ancillary revenue rise.  

• Improved Transaction Efficiency 

Integrating multiple PSPs improved payment success rates, lowering the chances of failed transactions and cart abandonment. Customers now have more payment options, leading to smoother, more reliable transactions. 

• Enhanced User Experience 

The booking process, especially for group bookings, became more accessible, reducing abandonment rates and increasing customer satisfaction. 

• Boosted Marketing Effectiveness 

Using Google Analytics v4 and Deeplinks, our client created more targeted marketing campaigns, leading to higher conversion rates. Personalized offers direct customers to the right services, increasing the chances of booking completion.