Fly, Drive, Stay

No More Silos: How Integrated Commercial Functions Improve Travel Provider Efficiency and Profits

Posted by Marios Prokopiou on Thu, Aug 10, 2017

When a travel provider’s commercial functions operate in a silo, with each section having its own key performance indicators and metrics, and its own data sets in different databases, it creates headaches for commercial executives. Isolated decisions made by the heads of commercial functions exacerbate the problem. Instead of focusing on profitability, each commercial function often ends up shaping and implementing models that focus on revenue. Inefficiencies, uncoordinated decisions and high costs abound.

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Topics: commercial integration, hotels, Loyalty Programs, Airlines, Revenue Management

How to Prove the Value of Your Loyalty Program to Frequent Travelers

Posted by Brian Keating on Tue, Nov 15, 2016


This past month was a great reminder for me about the value of airline loyalty programs because I realized the benefits of my relationships with two airlines via some attractive rewards and perks. However, the travel industry isn’t always proactive when it comes to reminding customers about the value that we receive from our loyalty.

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Topics: ZS Associates, ZS, Loyalty Programs, Travel and Transportation, Air Travel, Frequent Flyer, Brian Keating

Dear Airline: You Have My Information. Now Use It.

Posted by Marios Prokopiou on Tue, Jun 14, 2016

If you’re anything like me, you’re tired of getting exactly the same offer from an airline website each time you book an itinerary.

I just booked my next trip to Chicago, and the first question was, "Would you like to buy insurance?" I checked the "No" box and the next question popped up: "Would you like to upgrade to business class for $169?" I selected "No, thanks," but was then asked, "Would you like to earn additional miles for $128?" I pressed the "No, thanks" button again and I was finally directed to the payment page. I flew more than a million miles with this airline the last 20 years and I’ve never opted for insurance, upgraded to business class or purchased additional miles. Although I've bought food and internet service on the plane, and paid to access the business lounge plenty of times, I was never offered the option of buying a meal or accessing the internet or lounge after I finished booking my itinerary.

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Topics: ZS Associates, ZS, Loyalty Programs, Airlines, Marios Prokopiou, customer data, shopper data

One Road Warrior’s Review of Two New Ways to Get Around

Posted by Glenn Hollister on Tue, Apr 05, 2016

Like many consultants, I travel a lot for my job.  Because I work in the travel industry, I am unlike many frequent travelers in that I don’t always use the same suppliers. Part of my job is to stay abreast of trends in the travel industry, so when I hear about something new or different, I try to check it out on one or more of my trips. Recently, I’ve tried a couple of interesting services in the ground transportation space: Silvercar and O'Hare Personal Valet. Both meet longstanding traveler needs with new customer experience models. 

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Topics: ZS Associates, ZS, Glenn Hollister, Corporate Travel, Business Travel, silvercar, O'Hare Personal Valet, ground transporation, startups, travel and tourism

B2B Is the Place to Be! (Part 2)

Posted by Kunal Shah on Tue, Mar 01, 2016

I spent my last few blogs describing Why Uber and Airbnb Are About to Hit the Jackpot … Again! and that B2B Is the Place to Be! Only a small share of travel startups deliberately focus on the B-to-B segment, and although I understand some of their rationale for not targeting this audience, I still believe that there is great opportunity in this area waiting to be captured—and a distinct need for innovation.

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Topics: ZS Associates, ZS, predictive analytics, Kunal Shah, Corporate Travel, Uber, Airbnb, B2B, startup, airfare, Instacart, B-to-B, Washio

It’s Time to Turn the Page on Inventory Management

Posted by Rasvan Dirlea on Fri, Feb 19, 2016

Recently, I attended the PROS Outperform 2016 conference in Orlando, billed as one of the largest gatherings of seasoned pricing, sales and revenue management practitioners, technology analysts and industry thought leaders. Speakers from the airline industry identified major trends that will shape pricing and revenue management in the industry for years to come, and two trends rose to the top of my list.

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Topics: ZS Associates, ZS, airfare, pricing optimization, ancillary offerings, Amazon, Rasvan Dirlea, inventory management, Outperform, casinos

Is Premium Economy Here to Stay?

Posted by Marios Prokopiou on Fri, Jan 29, 2016

How will you feel if one day your company asks you to fly in economy class instead of business class on flights less than eight hours?

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Topics: ZS Associates, ZS, Airlines, premium economy, Virgin Atlantic, Marios Prokopiou, business class

Airline Revenue Managers Behaving More Like Discount Retail Marketers

Posted by Alain Boutros on Tue, Nov 17, 2015

Another day, another “limited-time” promotion …

Nov. 4, 2015: Need a pick-me-up? We’re serving a double shot of savings with up to 45% off base fares.  And today only, we’re sweetening things up with an extra 20% on top for fall and winter travel. With all that energy, you’ll want to book your extra savings by midnight tonight!

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Topics: ZS Associates, ZS, Loyalty Programs, Travel and Transportation, Alain Boutros, Discounts, Retail, Revenue Management

‘Calculated Misery’ in the Friendly Skies?

Posted by Andrew Harris on Wed, Nov 04, 2015

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Topics: customer experience, ZS Associates, ZS, Andrew Harris, Airlines, Travel, Airline Fees, business model, Customer Satisfaction

The Competitive Advantage Competitors Handed to AAdvantage

Posted by Glenn Hollister on Thu, Oct 22, 2015

In my last post, I described how America’s three major carriers—American, United and Delta—seem very similar because they tend to quickly copy anything a competitor does that looks successful.

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Topics: ZS Associates, ZS, Glenn Hollister, Rewards Programs, Airlines, Travel, Frequent Flyer, Mileage

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