About

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.

The company’s travel team faced a critical challenge: travelers reported finding lower airfares on airline websites than those shown in the agency’s online booking tool (OBT). This discrepancy threatened the program’s reputation, in addition to online adoption and traveler satisfaction—all key priorities for the company.

Ambition

To effectively tackle the issue, the company needed concrete data. Their strategy focused on identifying and quantifying fare discrepancies, which would enable them to engage stakeholders with clear insights and implement necessary corrections.

As part of this initiative, the client engaged Areka to conduct an in-depth audit, comparing fares displayed on the online booking tool (OBT) with those offered on airline websites. Additionally, they sought a structured reporting mechanism to drive informed decision-making.

Approach

Areka designed a comprehensive audit process, delivering a fully customized report aligned with the client’s objectives and key performance indicators (KPIs).

The report detailed:

The Fare Audit Report was delivered in an intuitive Excel format, enabling seamless monitoring of fare parity and equipping compliance teams with the necessary documentation.

Areka’s industry expertise led to the development of a reliable audit methodology tailored to the client’s KPIs and action plans. As a neutral third party, Areka provided unbiased evidence, supporting fare investigations and optimization strategies with preferred airlines. The custom dashboard empowered the travel team to address concerns from stakeholders and travelers regarding fare discrepancies—enhancing program credibility, boosting traveler satisfaction, and driving greater adoption of the OBT.

Achievement

The audit produced highly positive results, demonstrating strong fare alignment and uncovering opportunities for improvement:

• 30 key routes audited
• Fare compliance: 73% (OBT fares matched those on carrier websites
• Minimal discrepancies in cases where lower fares were found
• €30K in potential yearly savings identified
• Enhanced traveler satisfaction through increased transparency
• Strengthened airline-OBT alignment, ensuring accurate corporate fare loading
• Improved stakeholder communications, reducing concerns and “noise”

With actionable data in hand, the travel team successfully addressed traveler concerns, proactively resolved supplier-related fare discrepancies, and reinforced trust in the OBT. This initiative not only improved operational efficiency but also became a valuable internal communication asset, strengthening relationships with key stakeholders and preferred airline partners.