Scaling new heights – The Next Generation Airline E-commerce platform

Scaling new heights – The Next Generation Airline E-commerce platform

A leading North American airline faced challenges when the percentage of revenue from online bookings on the airline website plummeted drastically along with falling Customer Satisfaction Scores (CSAT). The website user experience was not on par with usability best practices, not mobile responsive and did not facilitate selling of ancillary services during the ticket booking process. The way forward was an enhanced website makeover that would ensure a seamless online air ticket booking experience for the customer across the mobile and the web.


Hexaware was the partner of choice to deliver a future ready solution that would transform the ticket booking experience.  A mobile first approach, accentuated by a UI component library helped usher in a consistent user experience. Agile project methodology used in tandem with Hexaware’s DevOps expertise enabled frequent builds, code quality, regression testing and deployment. Hexaware planned the revamp in multiple phases incorporating modern technology stack and a scalable architecture to best serve the needs of the rapidly changing industry dynamics of the Airline industry.

Key Benefits

The revamped E-commerce platform resulted in

  • Improved CSAT scores by over 80%
  • Increase of 23% YoY in direct booking revenue
  • Growth in website traffic and conversions
  • Functionality to launch offers and promotions at speed and scale
  • New revenue streams due to ease of integration of hosting partner airlines on the client’s technology infrastructure

Read this compelling story to discover how Hexaware helped a leading North American airline provide winning digital experiences for their end customers.

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