Merchandising airline ancillary services through optimised TMC adoption and enhanced corporate traveller experience
Salmi, Elina (2015)
HAAGA-HELIA ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201503123094
https://urn.fi/URN:NBN:fi:amk-201503123094
Tiivistelmä
The thesis studies merchandising airline ancillary services to business travellers through travel management companies (TMCs) in Finland. It researches if current tools and practices efficiently enable merchandising of ancillaries and whether that merchandising successfully reaches end customer – corporate traveller – and matches their expectations.
The thesis project was commissioned in October 2014 by Amadeus Finland Oy, an IT solution partner and Global Distribution System (GDS) provider for businesses in the field of travel and tourism. Research data were collected through online surveys carefully designed to serve the purpose of studying each target group in detail.
The purpose of the thesis is to identify and analyse potential gaps or shortfalls in the current procedures and propose appropriate measures for optimising ancillary service adoption in TMCs. In addition it provides valuable insight into corporate travellers’ purchasing habits. The needs of TMCs towards their GDS provider are explored in the thesis as are concrete suggestions on how to provide service aligned with those needs. The thesis presents practical measures to help optimise the merchandising of ancillary services through TMCs and enhance the corporate traveller experience.
The thesis project was commissioned in October 2014 by Amadeus Finland Oy, an IT solution partner and Global Distribution System (GDS) provider for businesses in the field of travel and tourism. Research data were collected through online surveys carefully designed to serve the purpose of studying each target group in detail.
The purpose of the thesis is to identify and analyse potential gaps or shortfalls in the current procedures and propose appropriate measures for optimising ancillary service adoption in TMCs. In addition it provides valuable insight into corporate travellers’ purchasing habits. The needs of TMCs towards their GDS provider are explored in the thesis as are concrete suggestions on how to provide service aligned with those needs. The thesis presents practical measures to help optimise the merchandising of ancillary services through TMCs and enhance the corporate traveller experience.