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A MAGAZINE FOR AIRLINE EXECUTIVES

Ta k i n g

y o u r

a i r l i n e

APRIL 2003

t o

n e w

h e i g h t s

MAKING EVERY DOLLAR COUNT

A Conversation with . . . Brett Godfrey, CEO, Virgin Blue INSIDE New Approach to Cost Reduction Provides Benefits

Aeroflot Reshapes Itself

American Airlines De-Peaks Its Hub and Spoke Structure

Š 2009 Sabre Inc. All rights reserved.

wearelistening@sabre.com


regional

regional North America

Getting Its Money’s Worth ATA Hones in on Key Ways to Get the Most for Its Investments By Steve Hodges | Ascend Contributor In an environment where every

airport check-in system,

collection and business processing

Sabre

dollar is crucial, ATA Airlines strives to

solutions — where change would make

ATA improved its collections by more

incorporate better business processes

a significant financial difference.

than 15 percent, and it’s improving

into its operations in order to get the

Considering the strict time restraints

ACS™

steadily.

easy access to information and give

segment conversion rates by 1 percent

its passenger service professionals the

to 3 percent and reduce new-hire

ability to quickly satisfy customer

recruiting expenses by up to 30 percent.

productivity, reduce call times and

requirements. The objective was to

It also reduces host transaction volumes

simplify training,” said Sylvia Phillips,

build in easy-access features without

up to 20 percent and telephone costs by

quality assurance and customer services

sacrificing productivity or usability.

4 percent to 8 percent.

training at ATA. “Training our staff on

The upgrade resulted in the airline replacing approximately 500 older PCs

“more than 15 percent, and it’s improving steadily. ”

ATA improved its collections by

To accomplish its goals, ATA

work more efficiently. “We were able to improve agent

the new Qik solution is much easier.” Upgrading its reservations function-

throughout its Indianapolis and Chicago

ality is just an example of countless ways

reservations offices, along with upgrad-

ATA has attempted to take advantage of

ing old routers and circuits. The benefits

technology in order to remain a strong

of the new system, however, more than

industry competitor. Improving all facets

justified the replacement expense,

of its operations remains a priority as

airline officials said.

the airline continues seeking ways to

most return on its investment. The air-

ticketing and gate personnel are under

Through this option, a change

upgraded its existing 16-bit system to a

line, which continues to push the fron-

to service customers quickly and

fee alert is automatically displayed for

32-bit system based on the Sabre ® Qik™

with several changes such as the dual

securing its financial stability long into

tiers of technology, recognizes the bene-

efficiently, passengers owing additional

passengers owing additional monies.

business processing solution. This sys-

screen display, pop-up windows and

the future.

fits of technological advancements to

money for change fees may be over-

The alert, which is automatically popu-

tem is designed to improve productivity

menus, the upgraded system minimized

facilitate these initiatives and the need

looked during check in, resulting in a

lated with the change fee information

by 4 percent to 8 percent, improve flight

complex processes enabling agents to

to remain at the forefront of the industry

substantial loss of revenue. ATA realized

contained in the passenger name record,

in order to compete effectively.

it could take advantage of an opportunity

is lifted once the fee has been collected. For passengers already holding a boarding pass, a gate reader will not

The benefits are more than monetary;

get the fastest return on investment,

Steve Hodges is a Sabre Airline Solutions account director.

hightech

accept the boarding pass if additional

News on New and Improved Products and Services from Sabre Airline Solutions

monies are due. Check-in cannot be completed until the change fee has been collected or waived for special circumstances. In addition, passengers

product

popular features of today’s mass-market

Platform Independence — to support

standing by for alternative flights owing

Release 10 of the Sabre ® AirFlite ™ suite of planning and scheduling solutions

applications, including “drag-n-drop,”

our clients’ current hardware, the

versioning, undo/redo, and cut and

system runs on both the UNIX and

paste to other desktop applications.

Windows operating systems.

fees cannot be placed on the standby list until the fee has been received. Sabre Airline Reservations provides increased security features to airlines such as ATA that use its reservations systems. (Photo by Art Brett)

“The rate of change in our industry

to automate the process of identifying

Fees that are waived or overridden are

Performance (Speed) — provides

Transparency — the new system is a

real-time performance, while not

“glass box” rather than a “black box.”

compromising the features of a

Maintainability — the new architecture

enforcement and tracking of exceptions,

An integrated suite of Sabre Airline

multi-user database environment.

lends itself to efficient development

and the Automated Change Fee

Solutions’ core planning and scheduling

Performance is especially critical

and problem resolution. For internal

systems.

for schedule retrieval, editing and

projects, this leads to lower costs. For

incremental forecast evaluation.

external customizations and change

reported for analysis by management. “A policy is only as good as its

description

has accelerated dramatically in the last

change fee charges to ensure they are

Collection option guarantees that we

several years, causing us to rethink most

administered correctly and consistently

don’t leave money on the table, alienate

of our business processes,” said Glen

when they apply and to enable them

our customers who have special

benefits

Scalability — larger customers with

requests, this improves time to

Baker, vice president of information

to be waived when customer circum-

circumstances or put an added burden

Release 10 of the AirFlite solutions com-

many analysts can run the system in

market and competitive pricing.

on our customer service personnel,”

bines the functionality of the core plan-

a networked, multi-user environment.

Integration — the breadth of this suite

Baker said. “That’s honestly different!”

ning and scheduling systems including

Smaller clients who do not want to

is one of its strengths. The integration

flight scheduling, profitability forecast-

invest in expensive servers and

is centered on the schedule data.

involved upgrading the graphical user

ing and analysis, fleet assignment, and

network software can run the system

The system uses a schedule-centric

interface of its reservations system

slot management.

as a stand-alone on a Windows PC.

approach in which all of the modules

Even clients who run extensive net-

access the same schedule data and

services at ATA. “This acceleration has motivated us to be even more creative

stances warrant. “Process consistency and customer

in looking for ways to provide great

service flexibility are guiding principles

service to our customers while achieving

for ATA’s mission to be an ‘Honestly

greater business efficiency.” As part of its analysis of its opera-

Different Airline,’” Baker added. After implementing the Automated

A second initiative for the airline

to perform functions for processing

tions, the Indianapolis-based carrier

Change Fee Collection option, a value-

reservations, ticketing and automated

recently identified two areas of its

added enhancement to the Sabre ®

ticket agent check out.

reservations operation — change fee

Passenger Reservation System and the

20 ascend

ATA wanted a GUI that would provide

features

works in the office may have analysts

write updates to a central location.

Usability — the new release offers

who need to bring a laptop home

All of the products run graphically

intuitive user interfaces that model the

loaded with a stand-alone version.

in the same application space.

april 2003

21


regional

regional North America

Getting Its Money’s Worth ATA Hones in on Key Ways to Get the Most for Its Investments By Steve Hodges | Ascend Contributor In an environment where every

airport check-in system,

collection and business processing

Sabre

dollar is crucial, ATA Airlines strives to

solutions — where change would make

ATA improved its collections by more

incorporate better business processes

a significant financial difference.

than 15 percent, and it’s improving

into its operations in order to get the

Considering the strict time restraints

ACS™

steadily.

easy access to information and give

segment conversion rates by 1 percent

its passenger service professionals the

to 3 percent and reduce new-hire

ability to quickly satisfy customer

recruiting expenses by up to 30 percent.

productivity, reduce call times and

requirements. The objective was to

It also reduces host transaction volumes

simplify training,” said Sylvia Phillips,

build in easy-access features without

up to 20 percent and telephone costs by

quality assurance and customer services

sacrificing productivity or usability.

4 percent to 8 percent.

training at ATA. “Training our staff on

The upgrade resulted in the airline replacing approximately 500 older PCs

“more than 15 percent, and it’s improving steadily. ”

ATA improved its collections by

To accomplish its goals, ATA

work more efficiently. “We were able to improve agent

the new Qik solution is much easier.” Upgrading its reservations function-

throughout its Indianapolis and Chicago

ality is just an example of countless ways

reservations offices, along with upgrad-

ATA has attempted to take advantage of

ing old routers and circuits. The benefits

technology in order to remain a strong

of the new system, however, more than

industry competitor. Improving all facets

justified the replacement expense,

of its operations remains a priority as

airline officials said.

the airline continues seeking ways to

most return on its investment. The air-

ticketing and gate personnel are under

Through this option, a change

upgraded its existing 16-bit system to a

line, which continues to push the fron-

to service customers quickly and

fee alert is automatically displayed for

32-bit system based on the Sabre ® Qik™

with several changes such as the dual

securing its financial stability long into

tiers of technology, recognizes the bene-

efficiently, passengers owing additional

passengers owing additional monies.

business processing solution. This sys-

screen display, pop-up windows and

the future.

fits of technological advancements to

money for change fees may be over-

The alert, which is automatically popu-

tem is designed to improve productivity

menus, the upgraded system minimized

facilitate these initiatives and the need

looked during check in, resulting in a

lated with the change fee information

by 4 percent to 8 percent, improve flight

complex processes enabling agents to

to remain at the forefront of the industry

substantial loss of revenue. ATA realized

contained in the passenger name record,

in order to compete effectively.

it could take advantage of an opportunity

is lifted once the fee has been collected. For passengers already holding a boarding pass, a gate reader will not

The benefits are more than monetary;

get the fastest return on investment,

Steve Hodges is a Sabre Airline Solutions account director.

hightech

accept the boarding pass if additional

News on New and Improved Products and Services from Sabre Airline Solutions

monies are due. Check-in cannot be completed until the change fee has been collected or waived for special circumstances. In addition, passengers

product

popular features of today’s mass-market

Platform Independence — to support

standing by for alternative flights owing

Release 10 of the Sabre ® AirFlite ™ suite of planning and scheduling solutions

applications, including “drag-n-drop,”

our clients’ current hardware, the

versioning, undo/redo, and cut and

system runs on both the UNIX and

paste to other desktop applications.

Windows operating systems.

fees cannot be placed on the standby list until the fee has been received. Sabre Airline Reservations provides increased security features to airlines such as ATA that use its reservations systems. (Photo by Art Brett)

“The rate of change in our industry

to automate the process of identifying

Fees that are waived or overridden are

Performance (Speed) — provides

Transparency — the new system is a

real-time performance, while not

“glass box” rather than a “black box.”

compromising the features of a

Maintainability — the new architecture

enforcement and tracking of exceptions,

An integrated suite of Sabre Airline

multi-user database environment.

lends itself to efficient development

and the Automated Change Fee

Solutions’ core planning and scheduling

Performance is especially critical

and problem resolution. For internal

systems.

for schedule retrieval, editing and

projects, this leads to lower costs. For

incremental forecast evaluation.

external customizations and change

reported for analysis by management. “A policy is only as good as its

description

has accelerated dramatically in the last

change fee charges to ensure they are

Collection option guarantees that we

several years, causing us to rethink most

administered correctly and consistently

don’t leave money on the table, alienate

of our business processes,” said Glen

when they apply and to enable them

our customers who have special

benefits

Scalability — larger customers with

requests, this improves time to

Baker, vice president of information

to be waived when customer circum-

circumstances or put an added burden

Release 10 of the AirFlite solutions com-

many analysts can run the system in

market and competitive pricing.

on our customer service personnel,”

bines the functionality of the core plan-

a networked, multi-user environment.

Integration — the breadth of this suite

Baker said. “That’s honestly different!”

ning and scheduling systems including

Smaller clients who do not want to

is one of its strengths. The integration

flight scheduling, profitability forecast-

invest in expensive servers and

is centered on the schedule data.

involved upgrading the graphical user

ing and analysis, fleet assignment, and

network software can run the system

The system uses a schedule-centric

interface of its reservations system

slot management.

as a stand-alone on a Windows PC.

approach in which all of the modules

Even clients who run extensive net-

access the same schedule data and

services at ATA. “This acceleration has motivated us to be even more creative

stances warrant. “Process consistency and customer

in looking for ways to provide great

service flexibility are guiding principles

service to our customers while achieving

for ATA’s mission to be an ‘Honestly

greater business efficiency.” As part of its analysis of its opera-

Different Airline,’” Baker added. After implementing the Automated

A second initiative for the airline

to perform functions for processing

tions, the Indianapolis-based carrier

Change Fee Collection option, a value-

reservations, ticketing and automated

recently identified two areas of its

added enhancement to the Sabre ®

ticket agent check out.

reservations operation — change fee

Passenger Reservation System and the

20 ascend

ATA wanted a GUI that would provide

features

works in the office may have analysts

write updates to a central location.

Usability — the new release offers

who need to bring a laptop home

All of the products run graphically

intuitive user interfaces that model the

loaded with a stand-alone version.

in the same application space.

april 2003

21


GettingItsMoney'sWorth_APR_2003