Scoring Big with Customers by Automating Online Ticket Changes
Changes to partially flown and wholly unflown tickets were once among the most costly and time-intensive transactions for Alaska Airlines to manage.
But not anymore - Alaska Airlines exchanged complexity for simplicity and unmatched shopping sophistication in launching ITA's ReShop™. This innovative ticket reprice/reissue feature helps Alaska increase rule compliance and change fee collection while creating a better online experience for their customers an alternative to costly, manual channels.
www.alaskaair.com employs a host of QPX™ enhanced shopping features such as reward shopping, fare comparison, and upselling capabilities - and now Alaska is the first airline to deploy ReShop™ or "Change Itinerary" as Alaska refers to it. With "Change Itinerary," Alaska customers have the flexibility to modify travel dates as well as departure and arrival cities prior to the flight or at any point during their trip. This new feature can be used by groups of up to six passengers and allows travelers to search for new flights with the option to upgrade to first class, which often leads to enhanced revenues.
ReShop provides Alaska Airlines with one more tool to empower its customers, offering comprehensive choices, greater flexibility and easy-to-use, self-service options. Ultimately, this leads to more satisfied customers and increased revenue.
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Flexible Itinerary Changes
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Clear Change Summary
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"This innovative new tool powered by ITA streamlines the transaction process for us while giving our customers the information they need to make most itinerary changes quickly and easily with the click of a mouse."
Steve Jarvis
VP Sales, Marketing & Customer Experience, Alaska Airlines
About Alaska Airlines
Alaska Airlines and its sister carrier, Horizon Air, together provide passenger and cargo service to more than 80 cities in Alaska, the Lower 48, Canada, and Mexico. The carrier is the eighth largest domestic airline and a true innovator in website merchandising.
> www.alaskaair.com
Case Study Booklet
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