Airlines

Sutherland’s process transformation services can help address the needs of the traditionally high-revenue, low-margin, and customer-centric airline market while addressing its stringent regulatory environment. By partnering with Sutherland, airline companies are able to increase flight revenues and operational efficiencies through effective seasonal volume management, and increase operational efficiencies by providing cost optimization for F&A. We can also enhance customer engagement through social media management and run more effective marketing campaigns based on data analytics. We can also reduce violations surrounding fares and SOX by constantly ensuring industry regulation compliance.

Explore the range of services for airlines that are available through Sutherland’s Digital, Business Process, and Customer Engagement Transformation service areas.

Digital Services

Digital Services

Consulting
We help our clients improve travel and transit experiences, exploring anything from daily commutes to long-haul holidays. We've used ethnographic techniques and lab based studies to examine and enhance the end-to-end customer journey, from shopping for tickets to the architectural design of station and airport environments, to contact center touchpoints. We have also worked on reservation, support and tourist information websites, and contact centers for travel companies, including conducting deep dives into poor data analytic scores to understand the drivers behind customer behavior.

Analytics
Our analytics capabilities power customized marketing campaigns and analyze trending to optimize routes and volumes as well as analyze F&A trending.

Customer Engagement Services

Customer Engagement Services

Satisfaction & Loyalty
We offer our airline clients Loyalty Management Programs, which allow their passengers to use their loyalty points easily and effectively, which contributes to a high level of customer satisfaction and retention.

Customer Experience
Sutherland offers Social Media Management services to help its airline clients effectively run and enhance their customer experience programs. These services include market sentiment analysis, managing social media and running customized social media campaigns to enhance the airline customer experience, and help build their brand.

Care & Support
Sutherland offers its airline customers global customer care and support services in multiple languages. These customized services include query support, change requests, and special services requests.

Business Process Services

Business Process Services

Finance & Accounting
Our F&A practice provides end-to-end services, including Procure to Pay, Order to Cash, and Record to Report. Our airline domain expertise enables us to reduce cycle times as well as slippages and errors. Our powerful analytics capabilities span credit, aging, general ledger variance, and trending analytics.

Order Management
Our services handle the efficient booking, ticketing, and post-sale servicing of any flight and ancillary product offering and includes upsell, cancellations, flight disruptions, and refunds.

Sourcing
Our specialized IATA-qualified travel accounting staff are highly trained and we are able to provide ongoing recruitment services to support your team.

Airline Revenue Accounting
We manage a database of millions of fares, rules, footnotes, and fare distribution and can provide competitive fare monitoring and audits to help airline clients minimize revenue leakages. We determine discrepancies within fares, taxes, RBD, refunds, and commissions, and we can generate debit or credit memos for agents. Robotics embedded in our airline fares processes consistently drive quality and efficiencies.