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Aviata.kz became the first online travel agency in Eastern Europe and CIS to launch the Amadeus Ticket Changer (ATC) technology with a full cycle of post-sales service for airline tickets online
By 2021,Aviata.kzhad already established itself as a reliable industry partner and one of Kazakhstan's market leaders in online sales of airline and rail tickets with monthly sales exceeding 400,000 tickets. Together with our parent company Chocofamily holding, Aviata.kz is building a unique ecosystem to improve people's quality of life. In addition to leisure travelers, we also serve the business travel segment. That's more than 1,500 national and international corporations. It is important for us to meet the demands of our customers, which have changed dramatically during the pandemic.Clients have come to expect from us not only a fast response in processing requests, but also flexibility in travel management.
During the COVID-19 pandemic, the tourism industry of Kazakhstan, like the rest of the world, faced enormous challenges. In 2021, with the lifting of restrictions, air travel gradually began to recover. At the same time, the rules for crossing international borders were constantly changing, and flights to certain destinations were limited. With such a high level of uncertainty, clients turned to us, and the number of requests for ticket exchanges and refunds increased drastically. This is one of the most complex and time-consuming operations, requiring our customer service agents to get involved and creating longer wait times for callers. Unforeseen changes in flight schedules and travel reschedules dramatically increased the load on our resources.
As a result, we reviewed our processes and decided to look at how we could expand the capabilities of our platform to provide customers with a solution that was both quick and easy.
In discussions with our partner Amadeus, it offered Aviata.kz the chance to participate in an innovative pilot project and we became the first online travel agency in Eastern Europe and CIS to launch the
Amadeus Ticket Changer (ATC) technology with a full cycle of post-sales service for airline tickets online.
Aviata.kz users are now able to exchange or refund their tickets within minutes, whereas previously this process could take up to an hour. Customers can make changes to their bookings easily and conveniently 24/7, and they are offered a wide choice of rebooking options, including upgrades. We offer this service to all customers purchasing air tickets through our app and website.
Today we process up to 80% of change requests – including refunds – automatically without the need for manual intervention. Before the start of the project in May 2021, this figure did not exceed 21%. This high level of automation was made possible by integrating the entire Amadeus Ticket Changer product suite into the Aviata.kz platform, including the innovative ATC Shopper and Check Eligibility Rebook & Reprice solutions. A single algorithm and Amadeus technology allowed us to fully automate key steps, including checking airline rules, calculating the cost of a new ticket, the amount to be refunded, the required surcharges. Amadeus Ticket Changer Shopper’s fare-driven flow allows customers to find the best change options by date and price.
As a result, we were able to significantly improve the customer experience and offer a world-class service, providing automated rebooking on even the most complex itineraries. ATC calculates all kinds of itinerary modifications, including the date, flight and routing, and processes all types of tickets and fares, before and after departure. Aviata.kz users can now easily manage their plans in a familiar tool, saving time, and having all the necessary information on the airline’s terms and conditions for making changes as well as alternative flights at their fingertips. By reducing the workload of our operators, we improved the efficiency of the entire agency and were able to allocate resources for promising new projects.
Based on the success of our partnership with Amadeus in implementing ATC, we are now looking to further develop technology aimed at improving the passenger experience and expanding the choice of flight options.
Finding technology that improves the quality of service we can provide to our customers has always been a priority. We are happy to join forces with leading industry players, such as Amadeus, to make the customer experience even easier, faster and more convenient.
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