From call center queues to self-service: modernizing employee travel end to end

Starting point

Call center operations were under growing pressure from high booking volumes, with efficiency and service quality both feeling the strain. Layered on top was the complexity of getting fare, tax, and interline rules right across several interconnected systems.

Context

The airline needed a way to let employees manage travel themselves at scale, without adding operational overhead - solving the self-service problem and the systems-integration problem at the same time.  

Solution

Engineers built a fully integrated digital platform for employee travel management, connecting core airline systems - PSS, SAP, CMS, and PCI - to support booking, ticketing, and PNR management end to end.  

Outcome

Technical/organizational: Employees now book and manage travel through one integrated platform spanning four core airline systems.
Business: Ticket sales and revenue grew as travel services became more accessible, call center load dropped as self-service booking took over, and seat utilization improved across flights.