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Case study

Major International Airline Personalises UX and Accelerates Bookings With Customer-Centric Platform

Travel

Challenge

This major international airline started looking at how it could use technology to personalise travel. The client needed a platform that could cater to customers’ every travel need – from the moment they begin the booking process to the instant they arrive back home.

Outcome

The platform reduces booking times and enables faster flight check-ins. At peak booking times, the app can fill four Boeing 737s in one minute. Currently, more than seven million customers use it and its popularity is growing by an average of 8,000 users per day.

A mission to personalise travel

Aware of passengers’ evolving needs, this major international airline started looking at how they could use technology to personalise travel and transform the user experience (UX).
 
The client needed a platform that could cater to customers’ every travel need – from the moment they begin the booking process to the instant they arrive back home.
 
The solution needed to be modern, flexible, and easy to integrate, offering a user-centric approach, utilising the latest technology, and providing convenient features in support of the airline’s 100 million-plus customer base. 

Three weeks from concept to demo

 

 

 
 

Making the most of agile

Following the design phase, the airline required a reliable and innovative development team who could employ Agile methodologies to bring their vision to life.

For these reasons, the client partnered with Endava to develop the solution which, according to their CTO, is not only a strategic tool, but also central to the airline’s strategy for personalising the user experience.

Faster flight check-ins

The platform significantly reduces booking times and enables faster flight check-ins. At peak booking times, the app can fill four Boeing 737s in just one minute.

Currently, more than seven million customers use the platform for their travel needs, and its popularity is growing by an average of 8,000 users per day.

Furthermore, the platform is localised in 17 different languages, allowing the airline to provide a more seamless and personalised service to customers across the world.

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