Optimizing Airline Ticketing Efficiency

Challenge

• Ticket Resynchronization Issues. When passengers made changes to their itineraries (e.g., flight date, time, or class of service), the existing services and seat assignments often failed to automatically sync with the newly issued tickets.
• Manual Intervention. This desynchronization created a need for airline agents to manually review and adjust the Passenger Name Records (PNRs), leading to increased workload and operational inefficiencies.
• Operational Delays. The manual handling of unsynced services and seats caused delays and potential disruptions to the passenger's travel experience.
• Complex IT Integration. The lack of seamless integration between the ticketing system and PNR queuing logic posed a technical challenge, requiring a robust solution to automate and streamline the process.
• Customer Satisfaction. The inability to automatically synchronize tickets and services had the potential to negatively impact customer satisfaction by not honoring passenger preferences in a timely manner.

Solution

To tackle this challenge, Cyclad was deeply involved in the analysis and development of a robust solution. We worked closely with our airline partners to integrate Ticket Changer with the PNR queuing logic. This integration ensures that when services or seats are not automatically synced with a new ticket, the affected PNRs are automatically sent to designated queues. From there, agents can manually review and resolve these discrepancies, ensuring that the passenger's preferences are honored and operational disruptions are minimized.

Results

Our team was instrumental in the feature analysis, identifying potential pain points, and designing a solution that would not only streamline the process but also reduce the workload on airline staff. By leveraging our deep expertise in airline operations and IT integration, we prepared a solution that aligns with the industry’s best practices, ultimately improving the overall efficiency of the ticketing process. The integration has led to more efficient handling of ticket changes, reducing the manual effort required by agents and improving the overall customer experience. Passengers can now enjoy a more seamless travel experience, with fewer disruptions caused by ticket changes. For airlines, this translates to better resource management and a more streamlined operation, helping them maintain their competitive edge in the industry. In conclusion, Cyclad's contribution to the integration of Ticket Changer and PNR queuing logic demonstrates our commitment to delivering innovative solutions that enhance operational efficiency and customer satisfaction. This project is a testament to our ability to address complex challenges in the airline industry, ensuring that our clients remain at the forefront of technological advancements.