The company is a France-based international insurance company that specializes in insurance, banking, asset management, and assistance, operates in more than 50 countries and supports over 100M clients.

Challenge

The company’s travel team encountered a significant challenge as travelers reported finding lower airfares on airlines websites compared to those being displayed on the agency’s online booking tool (OBT). This discrepancy posed a notable risk to online adoption and traveler satisfaction, both of which are considered to be top priorities.

To address this issue effectively, the company needed facts. Their strategy involved identifying and quantifying fare differences, and then using that information to communicate with stakeholders to improve awareness and make any corrections that were needed. As part of this initiative, the client requested that Areka perform an audit that compared OBT fares with fares offered on carrier websites and to create a mechanism or dashboard for actionable reporting.

Response

Areka designed an audit process, along with a fully customized report based on the client’s objectives and KPIs, detailing :

• The availability of the best available fares and corporate fares, comparing the OBT and the vendor websites, using common search parameters (schedule, cabin, fare type, inclusions, etc.).
• Gaps whenever the OBT fare was not the most competitive.
• Demonstrable facts to facilitate investigations and discussions (including timestamped screenshots).
• Potential missed savings when lower web fares were found.

The Fare Audit Report presents results in a user-friendly Excel template, which facilitates the monitoring of fare parity and provides the needed documentation for teams charged with compliance.

Unique approach

Areka’s industry expertise gave rise to the design of a reliable audit methodology that effectively supported relevant KPIs and action planning. As a neutral third party, we provided unbiased evidence that enabled fare investigation and optimization with preferred airlines. The dashboard enables the travel team to address stakeholder and traveler concerns about fare parity, which instills program respect, boosts traveler satisfaction and cements growing online adoption.

Results & key metrics

The launch of the audit has resulted in very positive outcomes. Data show that 73% of all OBT fares are on par with those offered on carrier websites.  Where lower fares are found on carrier websites, the vast majority have nominal differences. Reporting has also revealed a very limited number of improperly loaded corporate fares or other supplier issues, which have since been corrected.

Armed with data, the travel team has been well-equipped to address the earlier concerns of travelers and other stakeholders and to proactively address any gaps identified with their suppliers. This initiative emerged as a powerful and effective solution, elevating not only operational efficiency but also serving as a valuable internal communication asset.

30 key routes audited

• Fare compliance: 73%

• Yearly missed savings: 30k €

Improved Traveler Satisfaction

• Reporting backed up stakeholder communications to minimize noise

Improved Airline/OBT Alignment

• Audit revealed need for corrections

Mockup of deliverable: