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Business Changes For E-ticketing 3rd Annual Middle East Aviation I.T. Forum
21 & 22 November 2005Dubai UAE
Rob DrotarProduct Manager
Straightforward Travel | Date | 2
Sita And Electronic Ticketing
SITA is an airline owned organization addressing all airline I.T. requirements
SITA has experience with many airlines worldwide Each at various stages of electronic ticket
implementation SITA is an IATA Simplifying the Business Preferred
Partner Programme Member offering services in the arena of each initiative
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Simplifying Travel - Where?
Simplifying Travel and TransportationSimplifying Travel and Transportation
Plan Trip Check-in Boarding Flight Arrival
… at airports, for airlines, for airline operations… while on board, at borders, for cargo
… end-to-end
… at airports, for airlines, for airline operations… while on board, at borders, for cargo
… end-to-end
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Simplifying Travel - How?
Product Portfolio
. Product AProduct A
Product BProduct B Product C Product DProduct D Product E Product F Product G Product H
Comprehensive Suite of Distribution Products and SolutionsFoundation Services: Core processes – reservations, pricing, ticketing, departure etc
Transformation Architecture: Enables market reach, adaptabilityIntegration-led Approach: Component flexibility
Optimisation Solutions: Improve performance, precision
Simplifying Travel and TransportationSimplifying Travel and Transportation
Integrated Solution Portfolio
Integrated Solution Portfolio
DistributionDistribution
Self ServiceSelf Service TransportationSecurity
TransportationSecurity
BaggageManagement
BaggageManagement CargoCargo Common Use
Airport
Common UseAirport
OnboardCommunication
OnboardCommunication
FlightAutomation
FlightAutomation
Business Changes For E-ticketing
E-ticketing and the Middle East
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In The Press
‘Arab Airlines Decide on E-Tickets Implementation and Look at new IT Platforms’ (P.R. 4/5/05)
‘AACO members, in totality, will be E-Ticket ready by the end of 2006, one year ahead of the IATA deadline’
AACO
‘IATA builds readiness for ET rollout with Regional Workshops’
‘Now we are ready to take first steps!’
Participant at Amman workshop
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State Of The Region
The industry's year end 2005 goal is that 40% of tickets sold via IATA's Billing Settlement Plans (BSPs) are electronic
By the end of the 3rd quarter, in the Middle East, the percentage of e-tickets sold via IATA's Billing Settlement Plans was 2.2%
There is a lot to do … and a lot to do quickly!
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Where To Begin?
When taking a decision to introduce e-ticketing, keyarenas include: Initial Actions Revenue Accounting Process Planning Market Activities Additional Opportunities
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Where To Begin?
When taking a decision to introduce e-ticketing, keyarenas include: Initial Actions Revenue Accounting Process Planning Market Activities Additional Opportunities
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Initial Actions
Pinpoint the business drivers Make the ‘build it’ or ‘buy it’ decision Assemble a multi-discipline electronic ticketing project team
the team ought to include, among others, principals from your:
Finance department Sales/Distribution department Operations department Marketing department
This team will guide the airline’s review of current processes and activities, ensure the entire team understands the near and long term objectives
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Where To Begin?
When taking a decision to introduce e-ticketing, keyarenas include: Initial Actions Revenue Accounting Process Planning Market Activities Additional Opportunities
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Revenue Accounting
The revenue accounting system will need to process a nightly file of ‘used’ coupons
Users of sales based systems may wish to consider taking financial data at daily intervals
Interline billing arrangements may need updating to ensure electronic ticketing has been appropriately provided for E.g. IDEC participation is mandatory
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Where To Begin?
When taking a decision to introduce e-ticketing, keyarenas include: Initial Actions Revenue Accounting Process Planning Market Activities Additional Opportunities
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Process Planning
Develop internal processes Passenger Handling Revenue Accounting Marketing
Internal training Call centre Airport/City Ticket Office
General Sales Agents (GSA)
Departure Control Ground handlers
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Process Planning
Develop internal processes Passenger handling Revenue Accounting Marketing
Internal training Call centre Airport/City ticket office
General Sales Agents (GSA)
Departure control Ground handlers
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Develop Internal Processes
With e-ticket in mind, each procedure or process should be reviewed and these questions asked
“Does this still work?” “Does this still make sense?”
Asking this of every procedure and process will take a long time to address
There is a need for focus
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Process Planning
Develop internal processes Passenger handling Revenue Accounting Marketing
Internal training Call centre Airport/City ticket office
General Sales Agents (GSA)
Departure control Ground handlers
Straightforward Travel | Date | 18
Process Planning
Develop internal processes Passenger handling Revenue Accounting Marketing
Internal training Call centre Airport/City ticket office
General Sales Agents (GSA)
Departure control Ground handlers
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More About Ground Handlers
A number of options are available for a ground handler to engage an airline’s electronic ticket Some options, such as ETL, represent some degree of risk Others, such as Control or Interactive Method,
defined in Resolution 722h,are quite secure
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More About Ground Handlers
A number of options are available for a ground handler to engage an airline’s electronic ticket Some options, such as ETL, represent some degree of risk Others, such as Control or Interactive Method,
defined in Resolution 722h,are quite secure
Straightforward Travel | Date | 21
More About Control & Interactive Methods
Highlights of the Control Method are: Coupons are passed to the ground handler’s database The ground handler interacts natively with the coupon Final status is returned
Highlights of the Interactive Method are: Coupons remain in the Operating
Carrier’s database Change of status messages are
sent directly to the Operating Carrier’s electronic ticketing database
Negative responses prohibit check in
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Where To Begin?
When taking a decision to introduce e-ticketing, keyarenas include: Initial Actions Revenue Accounting Process Planning Market Activities Additional Opportunities
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Market Activities
Review high volume channels Prioritize sales channels Prepare marketing activity
Plan electronic ticketing roll out to partners Request GDS participation
agreement update Exchange General
Business Requirement documents (GBRs) with key interline partners
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Market Activities
Review high volume channels Prioritize sales channels Prepare marketing activity
Plan electronic ticketing roll out to partners Request GDS participation
agreement update Exchange General
Business Requirement documents (GBRs) with key interline partners
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More About Priorities
When prioritizing sales channels and interline partners the key information is often
“Who do I work with today?” “Who do I want to work with tomorrow?”
An ordinal focus on which partners are most important may cause you to miss opportunities to work with others lower on your list At the end of the day you need to connect them all
Straightforward Travel | Date | 26
Market Activities
Review high volume channels Prioritize sales channels Prepare marketing activity
Plan electronic ticketing roll out to partners Request GDS participation
agreement update Exchange General
Business Requirement documents (GBRs) with key interline partners
Straightforward Travel | Date | 27
Market Activities
Review high volume channels Prioritize sales channels Prepare marketing activity
Plan electronic ticketing roll out to partners Request GDS participation
agreement update Exchange General
Business Requirement documents (GBRs) with key interline partners
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Activities And Expectations: GDS
The GDS participation agreement must reflect electronic ticketing GDS will open a project and provide a questionnaire
Hosted carriers may seek assistance in the completion of the questionnaire
The GDS may require a higherlevel of connectivity
E.g. Direct Sell
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Activities And Expectations: GDS
You, and your system provider, will coordinate with the GDS on all project activities Test plan Implementation date
Provide a marketingmessage, where available, to the GDS to be used in a ‘trailer’
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Market Activities
Review high volume channels Prioritize sales channels Prepare marketing activity
Plan electronic ticketing roll out to partners Request GDS participation
agreement update Exchange General
Business Requirement documents (GBRs) with key interline partners
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Activities And Expectations: Interline
Exchange General Business Requirement documents (GBRs) with key interline partners When hosted, your service provider can assist with the
GBR review Typically a conference call or meeting
Ensure interline billing systems and processes necessary for electronic ticketing are in place E.g. IDEC participation
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Activities And Expectations: Interline
You, and your system provider, will coordinate with the other airline, and its system provider, on all project activities Test plan Implementation date
Advise GDSs with which you participate and IATA of your new interline electronic ticketing agreement GDSs may perform additional testing IATA will update the MITA
Straightforward Travel | Date | 33
Market Activities
Confirm readiness of Billing Settlement Plans (BSP) with which participation is required
Confirm airports/local authorities readiness for electronic ticketing Familiarize authorities with receipts
and other new travel documents File electronic eligibility in your
schedule
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Market Activities
Confirm readiness of Billing Settlement Plans (BSP) with which participation is required
Confirm airports/local authorities readiness for electronic ticketing Familiarize authorities with receipts
and other new travel documents File electronic eligibility in your
schedule
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More About Eligibility
Controlled by flight number/segment Set in the host system and filed Eligible flights are displayed by participating partners and
ignored by non-participating partners May be recapped at the
time of sale in an interactive sell response where required
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Where To Begin?
When taking a decision to introduce e-ticketing, keyarenas include: Initial Actions Revenue Accounting Process Planning Market Activities Additional Opportunities
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Additional Opportunities
Increase focus on your automation agenda Electronic ticketing is ideal for Internet booking and kiosk,
web, and mobile phone check-in Increase focus on revenue protection
Eliminate lost and counterfeit tickets
Eliminate coupon sequence abuse
Automate reissues
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Turn to us In the electronic ticketing arena SITA offers:
Applications services Consulting services Business transformation
Ask your SITA ClientManager for more information about howSITA is Simplifying Distribution
Where To Turn?
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At SITA INC, we create straightforward solutions that simplify air travel and transportation.
We leverage our know-how, technology and expertise to make the passenger experience easier, safer and hassle-free.
We say straightforward because it goes beyond easy and simple. It means reducing complexity and delivering results.
That’s what we do.
Simplifying Distribution