Airline Services Platform to Improve Customer Care: A Case Study

Airline Services Platform – The platform simplifies the Accounting Process and improves Communication with your guests for Customer Care. Central IROPS Handling with clear data will be now possible. Furthermore, we cooperate with your suppliers to offer their services through this platform.

Features of Platform for airlines

• Assigning services (Hotel, Taxi, F&B) to passengers.
• Looking for a hotel with the most affordable costs for passengers.
• Adding passengers manually.
• Hotel Dashboard: This is an overview of hotels that have availability.
• Hotel Repository: This is an overview of all hotels for the selected airport. Airlines can filter this list of hotels on room availability.
• Modifying group: The passenger will be linked on the select grouped and linked on the select passenger page.
• Airport meal plan configuration: Configuration of meal plans based on passenger related criteria.
• Languages & Texts: Airlines can add and edit texts such as printed voucher texts, mobile page texts.
• Reporting: Airlines can find pre-defined reports which are valuable per user roles.
• Internal comment for accounting in the passenger details: Airlines create general internal comments.
• Hotel Web service: when HRS is enabled, the hotel HRS will generate extra hotels in the hotel dashboard and search page.
• Calling back passengers: This page will show list status to help airlines contact their customers.
• Importing passengers.
• White list: approval settings within the airline DNS to execute email sending from the app.

Challenges

• Expensive AWS costs.
• Many deployment environments.

Solutions

• Replace Kong API by AWS API Gateway.
• Use AWS Lambda functions instead of high instances.
• Use CloudFormation and Gitlab CI/CD.
• Use Aurora MySQL instead of RDS MySQL.

Business outcomes of Platform for airlines

• These applications help airlines and hotels connect and cooperate with each other to provide services to customers when the flight fails.
• Issue vouchers to ensure the benefits of the Airline’s customers. One place in the organization that contains all of the recovery interaction services.
• Help Hotel Airline’s partners increase revenue corporation.
• Report & Control based on detailed information: Report for business tools detailed information about real-time costs. Analyze data to generate detailed information on making decisions for Airlines and Hotels.
• Mobile self-service Boxed and Personalized Text Mail and Mobile Self-Service for Airline’s customers could be able to interact directly via SMS / Email.