Major Middle East carrier takes control of offer creation to speed up retail transformation toward Offer & Orders

PROS, Inc.

“Switching to the PROS solution will provide cost savings and the ability to handle billions of shopping requests annually besides moving to dynamic pricing, personalized offers, and dynamic bundling in the near future."

Large Middle East Carrier
Senior Executive, Revenue & Distribution

Company: Major Middle East carrier
Industry: Airlines
Revenue: >$29B

Challenge

The global Middle East carrier’s network spans across 150 cities in 80 countries across 6 continents around the globe. To support its innovation plans to move to retail freedom with Offer & Orders, the airline was looking to replace its incumbent offer provider for 20+ years.

The airline’s rich product offering and vast network required an offer engine capable of handling the rising volumes of requests—billions each year—and level of complexity.
The legacy provider lacked real-time retail insights, making it difficult for the airline to make decisions based on customers’ shopping patterns and behavior.
The airline wanted a futureproof solution that would provide full offer control and enable innovation through dynamic pricing, personalized offers, and dynamic bundling.

Solution

The airline and PROS embarked on a phased approach to power all direct digital and NDC sales channels of the airline: the dotcom and mobile app, agency and metasearch partners, and the carrier’s call centers.

The implementation included the rollout of PROS Offer Creation solution as part of the PROS AI Platform to:

Provide fast, rich and bookable offers to all metasearch partners of the airline.
Revamp its digital experience for richer content, with branded fares and calendar shopping, providing more choice and a better experience to customers.
And finally, power the carrier’s omnichannel direct sales strategy at scale across all direct digital and NDC channels: the dotcom, agency and metasearch partners, and the call centers.

Results

With PROS, the airline achieved significant cost optimization and ROI, while reaching key milestones on its retail transformation journey. Today the carrier benefits from:

Superior offer engine delivering top accuracy and performance at scale across all airline owned channels: direct digital and NDC.
Capabilities to handle billions of shopping requests annually and prepare for the new world of Offers & Orders.
Full offer creation support for its premium economy offering.
Ability to innovate faster to stay ahead of the competition through dynamic pricing, personalized offers, and dynamic bundling.
Automated repricing and re-shopping across mobile app, mobile web and desktop.
Full capabilities to handle baggage allowance and baggage excess charges across the airport check-in channel globally.
Real-time shopping analytics like booking data, most shopped O&Ds, and most booked fare families to fuel data-driven decision making.