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ENHANCED CUSTOMER AND AGENT EXPERIENCE THROUGH A UNIFIED PSS CREATED POST-MERGER OF TWO US AIRLINES.

CLIENT

 

A leading US airline

BUSINESS CHALLENGES

As a result of the strategic merger of two major airlines based out of the US, a massive volume of data (PNRs, Electronic Tickets and Check-in related) from the individual airlines' Passenger Service Systems (PSS) was generated. The client's objective was to migrate, merge and integrate the data onto a new partition on their PSS enabling the merged airlines entity to operate from one unified system.

SOLUTION

 

We supported the client in the following:

The Mphasis team helped client with migration planning and prepration. We worked with them to synchronize two airline schedules, prepare for mandatory freezes of schedule and application changes, and cutover planning.

  • For Database configuration, we setup a new test database, established connectivity with Airline partners and external systems.
  • Develop migration software to ingest data from the incumbent system and merge with the corresponding data records of the new database and performed incremental migration.
  • Supported business teams to validate migrated data daily to flag issues and take early remediation steps.
  • Perform multiple dress Rehearsals in test system and production to ensure smooth migration during actual cutover.
  • Ensured connectivity between Airlines partners post migration, activated, and supported interface to all surrounding systems.
  • Formed Rapid Response Teams to handle issues and provided round-the-clock support for over a week.

BENEFITS

Our solution yielded the following business outcomes:

Enabled successful migration of check-in data for ~9000 flights and ~1Million passenger records, a first in airline check-in data migration.

Migrated ~12.8 million PNRs and ~17.2 million E-Tickets.

Migrated and merged the loyal data from two different airlines and created unified loyalty data.

Ensured Minimal downtime.

Provided cost benefit due to offshoring.

Reduced operational costs.

Fasten the resolution of issues.