Airline self-service shouldn’t be restricted to seat upgrades and contact changes. It should offer travellers the same freedom and flexibility expected from a call centre, but with the ease of digital. At Branchspace, we believe that empowering passengers means going far beyond basic 'Manage My Booking' tools. Triplake Smart Self Service enables the future of intelligent, seamless self-service that anticipates needs, adapts to change, and puts travellers fully in control, on any device, at any moment. The airlines that embrace this shift won’t just cut costs, they’ll lead the industry in customer satisfaction.
Making Self-Service Tangible: Practical Examples and Real Impact
Let’s look at the possibilities through a concrete lens:
- Effortless itinerary changes: Imagine a traveller who needs to change not just the date, but also the origin and destination of their journey. With an advanced self-service portal, they can make these changes instantly, without waiting on hold or being told “you need to call for that.” This flexibility gives peace of mind and allows travellers to adapt their plans freely. As a result, this builds trust and encourages confidence while booking, even if plans are uncertain.
- Proactive disruption management: If a flight is cancelled, instead of waiting in customer counter queues that may close before everyone is served, travellers receive real-time notifications and are presented with alternative flights, hotel vouchers, or refund options, all via their smartphone. This is already becoming a reality with several leading carriers, where disruptions are managed digitally and passengers are put in control.
- Special services and ancillary offers: A family travelling with a pet or an unaccompanied minor can add services, request special meals, or upgrade seating, all within the same interface. This not only streamlines the booking process but also increases ancillary sales and customer retention, because every need is addressed proactively and efficiently.
Can Airlines Sell More by Making Change Easy?
Absolutely. By removing friction from the change process, airlines can unlock new revenue streams. When passengers know they can adjust their journey, even last minute, they’re more likely to book in advance, opt for upsells, and return in the future. Self-service flexibility creates peace of mind, making travellers feel secure in their investment.
This approach mirrors the trust-building strategy of retailers like Ikea. Their 365-day return guarantee means customers can purchase confidently, knowing they aren’t locked in. Similarly, airlines that empower changes, even significant ones, foster loyalty and repeat business.
Building Trust and Saving Costs: A Win-Win
When passengers can resolve issues instantly online, airlines save on call centre costs and see higher customer satisfaction scores. Passengers remember which brands make travel easy and reward them with their loyalty.
Our work with Turkish Airlines on a digital transformation strategy focused on these very challenges, helping them assess and future-proof their self-service approach with tangible use cases and measurable results.
“We have never seen a supplier deliver so much impact so fast. We will continue working with you.”
Kerem Kiziltunc, CIO at Turkish Airlines
By relentlessly focusing on meaningful examples and making true flexibility the standard, airlines can transform self-service from a cost centre into a powerful driver for trust, revenue, and lasting customer relationships.
