Luxair’s recipe for success to improve the online shopping experience for customers

January 26, 2022

2 Min read

Available in other languages

DE EN

Olga Morozova

Digital Corporate Solutions Manager, Luxair

Share it!

At Luxair, we pride ourselves on delivering the best possible travel experiences for every passenger. In these challenging times, when air travel is still in the recovery stage, competition is stronger than ever. Differentiating airline offers has become crucial in demand generation and that means we need to meet our increasing online passengers’ expectations right from the inspiration stage.

Listening to our passengers

We place great importance on our passengers’feedback to drive the adoption of new technology. One aspect of the travel experience that we keep hearing about is flight search. Our customers told us that they want to be able to shop for a range of options from a calendar view, making it quick and easy to find the cheapest fares and best travel dates. We approached our close partner, Amadeus, to discuss the specific challenges our customers facedon Luxair.com.

Our customers found it difficult and time-consuming to locate promotional fares for multiple destinations. Their visibility of advanced fare offers was limited to a short timeframe and they could neither conduct ‘anywhere’ searches nor request the best fares for given time periods like the weekend.

Leveraging our close relationship with Amadeus to arrive at a solution

Our partnership with Amadeus started with the Luxair migration toAmadeusAltéasolutions in 2013. From there, we set out to streamlineour revenue management processesas we wished to evolve towards personalized merchandising to really deliver offers tailored to each context and situation.

Now, when it comes to search, we wanted a solution that provided offer consistency to our customers between inspiration and shopping time. As we were already using Amadeus Flex Pricer for shopping to sell our full range of fare families and ancillaries, the seamless integration of Amadeus Instant Search was the perfect solution to enable this offer consistency and simplify search. Amadeus Instant Search was flexible enough to perfectly fit our needs. This time we decided to invest our time and resources in developing the right UI for our customers, and the effort has certainly paid off.

From concept to launch in six months

By working in agile ways, we were able to put this search solution into production in just six months. The project kicked off in September 2018 and our close collaboration with Amadeus led to the implementation of the tool which we dubbed Luxair Best Prices in April 2019. So far, the feedback from our customers has been overwhelminglypositive and most importantly we’re now able to confirm more than 90%fare accuracy. Additionally, the solutionhasincreased our conversion rates byone percentagepointand has keptcustomers on our website longer versus those who have not searched via the tool.

Helping in the recovery stage

Amadeus Instant Search has been helping us during the COVID-19 recovery stage by attracting customers to the online channel with instant, accurate and bookable fares.

We’re happy to share our insights with other airlines andinvite you to read the case study we have worked on together with Amadeus.

TO TOP