SkyTeam develops new technology delivering increased seamlessness for customers

SkyTeam develops new technology delivering increased seamlessness for customers

Alliance launches seamless ancillaries program

Amsterdam, June 4, 2018 - SkyTeam, the global airline alliance, has reached a milestone in the development of advanced technology enhancing its current tech hub with new functionalities. Unique to SkyTeam and known as the SkyLink Digital Spine, the new functionality is intended to gradually facilitate the 20 members of the alliance to exchange seat maps and cross-sell ancillary products. Ultimately, it will help member airlines solve common travel pain points and offer customers greater simplicity and convenience when flying across multiple SkyTeam members.

The SkyLink Digital Spine will bridge the technology differences between members, allowing for the format translation and exchange of messages. Thanks to the SkyLink Digital Spine, it will now become possible for the customer to seamlessly book free seats, paid for seats and other ancillary products for all legs of their journey, regardless of which SkyTeam member they booked their ticket with.

The Seamless Ancillaries Program is just one benefit that will positively impact customers following the development of the Digital Spine. Delta and Aeromexico will be the first to take advantage of the technology, gradually rolling-out the product from mid July 2018. Customers booking via the airline’s website will be able purchase seat products at their own convenience, for their entire journey when flying on an itinerary with the two airlines.

‘SkyTeam is the alliance that listens to its customers and we continue to invest in innovative technology to make their traveling lives easier,’ said Perry Cantarutti, SkyTeam’s CEO. ‘The SkyLink Digital Spine is the latest in a long line of industry-leading initiatives that we have developed to solve travel pain points that frequent flyers come up against most.’

Designed in response to customer feedback and airline member input, the new functionality forms the backbone of the alliance’s many progressive technical initiatives. Application of The Digital Spine will be significantly expanded over the next three years. Gradually more members will use the platform on interline itineraries to e.g. capture and find baggage, provide seamless check-in, supply all boarding passes, show real-time availability of seats and enable the purchase of ancillary types with miles.

Research: Identifying customer pain points

The development comes as research commissioned by SkyTeam identified a lack of seamless ancillaries as one of the top travel gripes for frequent travelers.

  1. 60% have experienced and been inconvenienced by a lack of a complete ancillary offering across multiple carriers.*
  2. Two-thirds of business travelers identified choosing a seat on all flights using a single website as being ‘very important’.**
  3. 7.5 million, the amount of customers that are expected to benefit annually, from the improved online experience offered by SkyTeam’s seamless ancillaries program. ***

2018 & beyond: SkyTeam’s focus on technology

Already a successful year for innovations, 2018 has seen SkyTeam implement and develop several technology-driven products in response to its customers’ needs.

  1. SkyTeam Rebooking, officially launched in January, is an innovative technology solution designed to reduce inconvenience caused to customers by flight delays, cancellations, and diversions. Already helping thousands of customers during irregular operations at 43 airports worldwide.
  1. SkyTeam recently launched airport maps, designed to help customers find their away around SkyTeam’s global hubs, reducing stress and making the transfer process smoother.

ENDS

Notes to Editor

How does Seamless Ancillaries work?

  • SkyTeam has developed a new functionality on its already existing SkyLink Technology Hub called the SkyLink Digital Spine. The technology translates messages between airlines using NDC technology (IATA Standard).
  • The technology acts as a translator so that messages can be recognized between different airlines without the need for members to align messaging standards, let alone products (like additional baggage allowance or seat ancillaries)

What does this mean for the customer?

  • In practice, a customer flying on an interline itinerary (two or more SkyTeam member airlines on the same trip) will be able to book common travel add-ons via the marketing carrier’s website.
  • This makes it quicker and more seamless for the customer, they can book their preferred seat / bags for all legs of their trip in just a few clicks, in advance, whenever it’s most convenient for them
  • Currently on some interline itineraries customers can’t book seats and bags with the second carrier, so they may end up with a seat they don’t want or end up wasting time and / or money at the airport booking bags.

For example

  • A customer has booked with Delta flying from Atlanta to Mexico City via Monterrey in Mexico. Half the journey is with Delta and the second half is with Aeromexico.
  • The customer is booking their flight on delta.com. Thanks to SkyTeam’s seamless ancillaries’ program the customer will be able to see, select and / or purchase, the Aeromexico ancillary products (e.g. seats) without leaving the Delta website.  
  • The customer has saved time, and has guaranteed their seat for all legs of their journey.

Additional information

SkyTeam has worked together with TCS (Tata Consultancy Services) to develop the Digital Spine Infrastructure to transform messages & exchange these between members which are connected to the Digital Spine.

Research carried out by the following companies on behalf of SkyTeam in 2017

*Atmosphere Research Group

**Atmosphere Research Group

*** SkyTeam internal data

About SkyTeam: 
SkyTeam is the global airline alliance with 20 member airlines working together to offer seamless travel on an extensive global network. SkyTeam customers can unwind in 600+ lounges as they travel, earn and redeem Frequent Flyer Miles. SkyTeam Elite Plus customers are eligible for SkyPriority services. The 20 members are: Aeroflot, Aerolíneas Argentinas, Aeroméxico, Air Europa, Air France, Alitalia, China Airlines, China Eastern, China Southern, Czech Airlines, Delta Air Lines, Garuda Indonesia, Kenya Airways, KLM Royal Dutch Airlines, Korean Air, Middle East Airlines, Saudia, TAROM, Vietnam Airlines and Xiamen Airlines. SkyTeam welcomes 730 million customers each year on more than 16,609 daily flights to 1,074 destinations in 177 countries.

www.skyteam.com / www.facebook.com/skyteam / www.youtube.com/user/skyteam

Media Contacts:

Klara Zakis, Manager Corporate and Internal Communications on
E: Klara.Zakis@Skyteam.com T: 020-333-3064