Full Description
This book is focused on the airline revenue management transition to offers and orders, where airlines aspire to become retailers. This is a transition from base fare economics to selling personalized bundled offers with the base fare and ancillary products and services as a single order. With the unbundling of the airline product, the endowment effect is pervasive.
The context for travel and consumer intent is recommending key elements for offers that maximize conversion rates across all customer segments and create a seamless customer experience. Offer management generates incremental revenues with a single reference order to improve process efficiency, simplifies servicing and accounting. Integral to the success of order management is flawless execution to fulfill all line items in an order.
This book provides an end-to-end view of pricing and revenue management from its beginnings in the mid-1980s to the current state, highlighting all the major advances in the field. The indirect channel storefronts are an integral component of airline retailing. Amidst the airline distribution content chaos, hotel distribution is fragmented and the contrast is striking. Airline pricing is covered in more detail than my previous books. Related topics include classless revenue management, corporate travel, payments, algorithmic collusion, organizational structure and partnerships that focus on customer centricity.
The last two chapters are dedicated to emerging technologies and the future of the travel ecosystem. Recent advances in conversational AI, large language models, and AI Agents will change the landscape of product distribution. The book concludes with a discussion on the importance of strategic agility.
Contents
An Introduction to Airline Retailing.- Categories of Core Ancillary Revenue Streams.- The Endowment Effect, Customer Angst, and Supplier Trust.- The Value Proposition of Revenue Management.- The Transition from Revenue Management to Offer Management.- Airline Controlled Offer and Order Management.- Offers Beyond Airline Products and Services.- Airline Pricing: Fare Products, Ancillaries, and Amenities.- Changes in the Distribution Landscape with New Distribution Capability (NDC).- Mayhem Redefined: The Hybrid State and Evolving Business Landscape with NDC.- Hotel Distribution.- Classless Revenue Management.- Corporate Travel.- Payments.- Predictive Modeling and Algorithmic Collusion.- Building Blocks for Successful Airline Retailing.- Artificial Intelligence: Origins, Current State, and Impact on Travel.- Future State and Gaining a Competitive Edge.
