Technology For Productivity (Online Travel Agencies)

Technology For Productivity
Online Travel Agencies

Automation opportunities for online travel companies

We understand that decisions are being made daily to ensure that online travel companies remain operational in this time of global crisis, and as they look to the future. Automation is a key way to increase productivity within your organization. 

Post-ticketing automation

High call volumes and increased requests and questions regarding exchanges and refunds represent an opportunity to streamline post-ticketing workflows and alleviate pain points. If you are not automating the change-modify process today, here are some tips to improve your processes.

Influencing Traveler Behavior

  1. The first step is to ensure that travelers are aware of this option. During shopping, this capability could be indicated in the shopping results.
  2. When distributing traveler documentation, recipients could receive links enabling this service.
  3. Additionally, agencies can use their automated call distribution and email management systems to redirect phone and email requests to an online portal before they are handled by an agent.

APIs to Implement Self-Service Exchanges

- Exchange Shopping API allows your customer to shop for new flight options based off their current itinerary, returning multiple trip alternatives, along with the total cost of the transaction-all online, without calling or emailing customer service.

- Automated Exchanges API will apply the best ticket change price to the selected option (from Exchange Shopping results) and exchange tickets in accordance with airline-filed rules.

API to Implement Self-Service Refunds

- Automated Refunds API can power your online self-service cancellation process by allowing end users to query the refund eligibility and refund the value of any ticket. It can also proceed with the actual ticket refund, without a customer service call.

Benefits

Reduce costs and increase productivity by driving down the workload associated with offline post-booking changes. On average, 11% of total agent workload is spent in post-booking activity. By increasing self-service capabilities, you automatically decrease calls to your call center. Reduce errors resulting in Agency Debit Memos (ADMs) by benefitting from Sabre's Fare Guarantee Policy. The average ADM value is $251. An additional $46 on average is incurred by the agency in processing each ADM. These costs can stack up very quickly, based on your current quality control procedures(1). Give your customers the experience they prefer with self-serve options through orchestrated APIs, similar to their everyday online shopping experiences.

Moving Forward

Now is the time to review workflows and processes to prepare for recovery. Automation is a key component of the required change. Start reviewing workflows and processes now to identify areas for automation:

  • As the travel industry moves into recovery, what are your business objectives for 2020 and beyond? How can automation drive those goals?
  • Do you have high-touch, manual processes with potential for automation?
  • Where can your customers benefit from self-serve options?

Visit Sabre Dev Studio to learn more about Sabre’s automation APIs.

(1) Source: Sabre Global Consulting studies, BSP ADM working group and ARC ADM working group.