Best Practice In Airline Sales And Operations

At the end of this training, participants should be able to:

• Understand Airline Sales and Operations
• Understand Sales Strategies and Techniques
• Manage Airline Inventory and Capacity
• Understand Airline Operations and Service Excellence
• Understand Collaborate across Functions
• Understand Technology and Digital Transformation
• Understand Performance Measurement and Continuous Improvement

CONTENT:

Introduction to Airline Sales and Operations

• Overview of the airline industry and its sales and operations functions
• Understanding the role of sales and operations in achieving business objectives
• Key performance indicators (KPIs) and metrics for measuring sales and operational performance

Airline Sales Strategies and Techniques

• Market segmentation and customer targeting strategies
• Sales forecasting and demand planning
• Sales channels and distribution management
• Pricing strategies and revenue optimization

Customer Relationship Management (CRM)

• Importance of customer-centricity in airline sales and operations
• CRM systems and tools for managing customer data and interactions
• Personalization and customer loyalty programs
• Customer feedback and complaint management

Inventory and Capacity Management

• Managing seat inventory, cargo capacity, and ancillary services
• Optimizing capacity utilization and resource allocation
• Overbooking strategies and techniques
• Managing flight disruptions and irregular operations

Airline Operations Management

• Airport operations and ground handling
• Aircraft scheduling and maintenance
• Crew management and rostering
• Operational efficiency and cost optimization

Collaborative Planning

• Collaboration between sales, operations, and other departments (e.g., revenue management, marketing)
• Integrated planning and decision-making processes
• Cross-functional teamwork and communication

Digital Transformation in Sales and Operations

• Leveraging technology for sales and operations optimization
• E-commerce platforms and online sales channels
• Mobile apps and self-service options for customers
• Automation and digitization of operational processes

Performance Measurement and Continuous Improvement

• Key performance indicators (KPIs) for sales and operations
• Monitoring and analyzing performance metrics
• Process improvement methodologies (e.g., Lean, Six Sigma)
• Implementing a culture of continuous improvement

Customer Service Excellence

• Importance of exceptional customer service in the airline industry
• Customer experience management and service standards
• Service recovery and complaint handling
• Training and empowering frontline staff

Industry Trends and Future Directions

• Emerging trends in airline sales and operations
• Innovations and technologies shaping the industry
• Sustainability and environmental considerations in sales and operations
• Case studies and best practices from successful airlines

TRAINING METHODOLOGY:

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.