Alaska Airlines introduces online ticket reprice and reissue feature
ITA Software has expanded its relationship with Alaska Airlines to support the US launch of the airline’s web-based “Change Itinerary” feature. (9/19/2007)
With this new functionality, Alaska Airlines’ customers can easily manage the re-pricing and reissuing of tickets through www.alaskaair.com as an alternative to using the airline’s call center. The solution is designed to reduce costs and improve operational efficiencies.
Alaska Airlines currently employs ITA’s QPX system to support multiple online airfare shopping features including fare comparison and upselling capabilities.
The addition of ITA Software’s new reprice and reissue feature offers greater flexibility for Alaska Airlines’ customers. They can change travel dates as well as departure and arrival cities prior to the flight and even after their trip has begun, and they can search for new flights with available upgrades to the first-class cabin.
The “Change Itinerary” feature can be used by groups of up to six passengers and allows each customer to make unique flight changes.
“Our customers are increasingly using the web to take care of all their travel needs -- from buying tickets online to checking in online. Now they’ll benefit from the ease-of-use of seeing 20 reissue options on one page and have the flexibility to change their reservations after travel has begun,” said Steve Jarvis, Vice President - Sales, Marketing and Customer Experience, Alaska Airlines. “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,” said Jarvis.
The initial deployment will support wholly unflown or partially used domestic tickets, which are among the most time-intensive transactions to manage over the phone. Call center staff will now be able to better service the customer and spend a greater percentage of their time booking active travel requests. Customers benefit from an improved overall service experience with easy-to-make online changes.