Air Transat - Vouchers as a Form of Payment
| Headquarters | Company Size | Number of passengers | Number of destinations | Awards |
| Montreal, Canada | 5,000 employees | 5 million per year | 25 countries | ? |
Business Challenge/ Context
Air Transat has had to cancel a significant number of flight bookings because of the COVID-19 pandemic. Vouchers, that cover the cost of these cancelled flights, have been issued to all affected customers that cover the cost of the original flights.
Customers can use these vouchers in the future when purchasing flights and air ancillaries such as bags, seats, meals and Option Plus (baggage, seat selection and priority boarding).
Currently if a customer wishes to book a new flight using the voucher that was issued to them, the customer must contact an Air Transat call center so that they can purchase their flight and air ancillaries using their voucher.
As more customers start to book flights using these vouchers in this manner this puts undue pressure and cost on the call center. This consequently drives customer dis-satisfaction and they must wait to speak to a call centre representative to make their booking.
Air Transat has requested Datalex to provide a streamlined, self-service online solution. With the DLX solution, customers can use their vouchers in combination with other forms of payment, such as credit cards, when making a booking online themselves.
Having this in place, reduces the pressure on the call centre, the substantial cost overheads and increases customer satisfaction and retention.
Solution
Datalex has delivered a fully integrated Vouchers as a form of payment solution into the Air Transat e-commerce ecosystem. The solution includes two main service operations:
| Main service operation #01: Voucher Validation |
Main service operation #02 Voucher Redemption |
| Voucher validation provides added security which ensures that that voucher is linked to the customer that is making the booking. | Voucher redemption enables the payment for the booking, using vouchers only or in combination with other forms of payment, such as credit/debit cards or iDEAL. |
Results/ Impact
This new capability has been developed in response to the Coronavirus pandemic in 2020. Key to the “road-to-recovery” is customer satisfaction. It was identified during the initial stages of the pandemic, that enabling customers to self-service and use their vouchers to make bookings online was a necessity for their recovery and their business moving forward. Air Transat has identified that Vouchers as form of payment is a minimum requirement for anyone wanting to operate in the Airline industry for many years to come.
| ROI | Time to Value | Datalex Customer Relationship |
| 125% | 2 Months | 6 Years |
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