Data. Does It Enable The Future For Your Airline … Or Trap You In The Past?

By Hélène Dubos | Technology

Feb 22
Unleash your PNR data

Airlines really do need to be able to ‘move at the speed of thought’ in order to stay ahead of their competitors, comply with fast-moving regulations … and introduce the data-driven services that will enable them to increase both the volume of passengers and revenue-per-passenger in the years ahead.

And – as is the case for businesses worldwide in every sector – effortless data management is the key which either opens up future opportunities, or keeps you locked as a prisoner of the past.

There probably isn’t an airline C-Suite in the world who at some time hasn’t felt frustrated to learn that their innovative ideas have to be canceled or compromised because of data-related issues.

But there is a solution. Conztanz have developed the ConztanzONE platform. It’s a SaaS model product designed for airlines and airports, specifically to enable airlines to liberate the data which exists throughout their organization and third parties. Further, it empowers airlines to flexibly share data with mobile apps, websites, partners, airports, and travel resellers .

Most importantly, ConztanzONE enables these benefits in real-time. This means that airlines can have a clear path to implementing ultra-responsive services for passengers and partners.

Four key ConztanzONE functions for airline data management.

Conztanz platform is flexible graphic presentation

The ConztanzONE software tool has four key functionalities which can be employed individually or in any combination.

As a cloud-based SaaS solution, ConztanzONE is straightforward to integrate with an airline’s existing IT infrastructure and partner resources. Once configured, ConztanzONE will manage data in real-time from multiple sources and in multiple formats.

Airlines can implement ConztanzONE at any stage of their data evolution, but we’ve listed four key functionalities below to demonstrate how ConztanzONE can help airlines go from ‘inflexible data’ to ‘success enabling data’.

Those four example functions are:
1 – Integrating the business and overcoming data silos.
2 – Executing any back-end customer processes into any digital channel to create innovative services.
3 – Streamlining the business with event triggered responses.
4 – Enabling real-time personalization at any stage of the journey, and for every customer interaction

Airline Example 1. Integrating the business and overcoming data silos.

Integrating the business and overcoming data silos.

At the core of every airline there are operational and marketing processes which are enshrined in company’s IT architecture. And yet airlines are operating in an environment of constant change and shrinking timescales. There is a real need to overcome silos of data so that the airline’s data is an integrated whole … and then to be able to share that data with partners and external systems.

Take leveraging PSS Passenger Service Systems as a case in point. ConztanzONE provides an easily configured way to capture the wealth of information recorded by those systems and give airline management powerful insights into customer journey and history statistics. ConztanzONE centralizes and re-structures the data in any required format. (By the way, you might like to read our blog post ‘31 Questions You Need To Ask Yourself Before Starting a PSS Migration.’)

Another application which many airlines’ legacy systems will have a challenge to support is airport customer tracking. In order to improve the overall customer experience, airlines and airports are collaborating on data-driven initiatives like the SITA Airport Management System. Once again, such initiatives require a variety of datasets from around the airline to be shared in real-time … preferably without re-engineering of core processes.

The fact that ConztanzONE is a cloud-based SaaS solution has advantages throughout the airline. IT personnel appreciate that ConztantzONE can have no effect on core process or, optionally, be used to feed updated data back into core processes. And operations and marketing teams appreciate the simplified access they will enjoy to customer data for automation and personalization processes.

Airline Example 2. Executing back-end customer processes into any digital channel to create innovative services.

Airlines are evolving from a ‘flight only’ model to one which enables a full traveler experience. Managers will be evaluating a range of initiatives driven by data and integration capabilities, including an ancillary sales personalization, on-line self-service, and bag registration automation. ConztanzONE can streamline the implementation of all such initiatives.

A promising technology introduced for airlines has been the NDC New Distribution Capability from IATA. In a multi-partner world, NDC gives airlines more control over how their brand and products are promoted by partners, especially when compared to the GDS model. Once again, as NDC is a data-driven service, ConztanzONE can help airlines to achieve a rapid integration without impacting core services. By the way, we’ve written a blog post about Airline NDC integration if you’d like to find out more.

ConztanzONE is a universal layer which can orchestrate standard and complex interactions between any systems involved in the passenger travel process, including booking, check-in, bag registration, boarding, disruption management and any post-booking services. As such, it gives airports and airlines a rapid deployment to popular emerging solutions like Switchfly ancillary revenue technology and the Portr on-demand luggage delivery service. And the benefits work the other round : ConztanzONE also enables services like Switchfly and Portr to work more closely with their airline clients.

Airline Example 3. Streamlining the business with real-time, event-triggered responses.

Airlines can automate a wide range of services based on the flexible way in which ConztanzONE gathers and manages data and its ability to interconnect with systems, especially with PSS. The resulting real-time, event-triggered responses are a fast way for airlines to stop problems before they happen, increase customer satisfaction and increase revenue.

For example, using multi-source data from ConztanzONE, your automation processes can continually monitor your internal and external flows for key events. These events can be everyday event, like a new booking or a new check-in from a customer. Or the events can be linked to disruption. For example, ‘passengers on delayed flight XYZ will miss connecting flights’ through to ‘storms close airport ABC’.

And all of those events can trigger a pre-programmed response from the airline. For example, the customer can be automatically issued with a new flight option or a marketing/support message. The message can be delivered, in real-time, by an in-app communication, by email or by SMS. Of those delivery options, let’s explore SMS in a little more detail.

Hot news. SMS is a great medium for event-triggered airline updates.


A recent study by IATA showed that airline passengers prefer SMS alerts to email or in-app alerts. So it’s worth knowing the ConztanzONE can drive a wide range of real-time, event-triggered SMS (and email and in-app) notifications.

We’ve written detailed blog post about event-triggered alerts for airlines which shows three different situations: Flight delayed SMS update, Missed connection SMS re-schedule and Proactive lost luggage SMS helper. In the case, for example, of a missed connection, the passenger simply has to reply ‘yes’ to an SMS which automatically proposed a new flight. This is a powerful and automated way to improve customer satisfaction, loyalty and revenue.

The potential event-triggered SMS alerts which ConztanzONE can drive are only limited by the imagination. Customer front desk, ground personnel, marketing teams and ancillary sales teams can all conceive and implement SMS alerts with ConztanzONE. And with event-triggered messages, your communications will be judged to be more relevant and will have more traction with passengers.

Airline Example 4. Enabling real-time personalization at any stage of the travel and for every customer interaction

ConztanzONE is an effective way to ‘future proof’ an airline and enable future initiatives. For many airlines, the concept of real-time personalization, 360 degree customer views are highlights on their roadmap.

From day one, ConztanzONE will liberate the full value of data and give airlines a clear deployment path for innovative services based on customer knowledge and multi-channels like InCabin passenger support technology, personalized booking, personalised merchandising, on-line self-services or pro-active customer disruption management.

And, importantly, those personalized passenger innovations will be based on real-time data from multiple sources. With ConztanzONE, airlines can constantly refresh their customer records based on in-depth data from past, present and future booking details.

This means that every customer can be treated individually, and receive a response that is relevant to both their current travel and their long-term value to the airline. And as ConztanzONE is uniquely agnostic when it comes to data sources, your solution is built on top of your fundamental applications .

Thank you for reading about the four example functions of ConztanzONE for airlines:
1 – Integrating the business and overcoming data silos.
2 – Executing any back-end customer processes into any digital channel to create innovative services.
3 – Streamlining the business with event triggered responses.
4 – Enabling real-time personalization at any stage of the journey, and for every customer interaction.