TTN: Real-time flight information for passengers worldwide

50%

decrease in customer service workload

Challenge

Delivering critical flight information to passengers around the world

The Tickets Travel Network (TTN) had a goal to notify passengers about significant changes in their flight plans – wherever they might be.

To do this, the leading travel agency needed to implement a new communication channel that would ensure deliverability with or without internet connection, while also grabbing passengers’ attention.

Solution

Using Infobip’s reliable network and platform to deliver real-time SMS notifications

Since SMS messages are read within three minutes, TTN decided to implement this channel using Infobip’s platform and global network coverage.

After moving into new markets, the travel agency started looking for ways to eliminate high expenses of sending messages to all the countries where they operate.

Along with providing direct connections to operators around the world, Infobip also offered a solution which consists of 4 types of notifications sent to passengers:

  • Flight information: flight date, time, terminal 
  • Flight cancellation, changes 
  • Railway transportation: time of departure, train and carriage number 
  • Cinema/Concert tickets: ticket/order number, QR code 

Today, all their websites are integrated with the Infobip communications platform through API, reaching their passengers in almost 90 countries, ensuring flight change notifications are delivered in time.

Result

50% decrease in customer care service workload

TTN experienced a 50% decrease in call to their support team

Using SMS has helped TTN promptly notify passengers about flight changes, which has resulted in a 50% decrease in the number of calls to Customer Care Service as well as the number of passengers’ complaints.

Alongside SMS, TTN is also using Viber and Facebook Messenger to improve the relationship with their customers. These channels of communications are beneficial for non-time-critical notifications and communication because of a higher character limit (up to 1000), which allows TTN to send detailed information and also enables direct contact with their support team; all of which leads to both cost savings and communication improvement.

The additional benefit of simultaneous integration with several chat apps is that it gives TTN the ability to contact customers through their preferred channel of communication, improving customer experience.

Having been cooperating with Infobip in Ukraine, we decided to sign the association agreement for all countries. Infobip is one of the biggest global messaging companies and factors such as high-quality and quick support, loyalty and cost-efficiency which helped us to make our choice. We are satisfied with the quality of service they provide.

Nazar Kobryn

Product Manager, Tickets Travel Network

Company profile

TTN

Tickets is a member of the holding Tickets Travel Network (TTN), one of the world’s leading and dynamically growing online travel agencies. The holding owns one of the largest portfolios of travel services among online travel agencies. They offer flight, train and bus tickets, hotel booking, insurance, transfers, car rental, and other travel and leisure-related services. Founded in 2009 TTN now offers travel services under brands – Tickets, KissAndFly, Mytickets, Travelfrom and operates in almost 30 markets around the world. It has 2,5 million customers and is headquartered in Vienna, Austria.