Lounge access & revenue Management

Managing lounge services and revenues may prove to be a jumbo task for Airline and lounge operators. Problem centres vary for all the parties. Airline companies face issues of revenue integrity and protection whereas lounge operators seek to automate resource intensive tasks. Automation of operation, centrally linked technologies and an effective IT system play a major role in facilitating procedural and administrative ease. This is attained through implementation of systems for services across lounges which optimize the use of technology to address operational requirements.

Airline companies generally hand out lounge access cards to their Business class passengers for availing lounge services. Contrarily, some airlines do not have cards at all. They provide lounge access to all their business class customers. Here, the accessibility of lounge is reliant on (and verified by) boarding passes. In both these cases, Airlines/Lounge management often complain about revenue leakage, fictitious name check-ins, dishonest bookings and abusive behaviour of cards by staff. They come across disparities between booked revenue and actual revenue. Passengers must be served, but revenues must be protected. This primarily happens because of lack data.

Automating theLounge access & expense reporting process is the key. Our Lounge Revenue Management solution aims to untangle these concerns by bringing in automation in lounge transactions and check-ins. Also, it reduces administrative workload on office staff.

The solution comprises of handheld mobile computers that are equipped with scanning facilities and connected to central server and database via. Wi-Fi/ GSM. The lounge serviceperson scans the boarding pass/ lounge card and validates passenger entitlements. As a result, Airline companies get to gather authentic data on who visited the lounge and when. Information on the number and types of guests using the lounge helps in analytics and provides business intelligence for commerce related decision making. It enables airlines to address revenue leakage and eliminate disparities between booked revenue and the actual revenue received, minimizing revenue leakage at any stage of passenger chain.The solution also facilitates generating and reporting financial transaction reports made on services availed by the customer, ensuring that all services are paid for.

At the lounge operator’s end, in terms of passenger services, a lot more can be done at the lounge apart from delivering gourmet meals and a fancy enviornment. Passengers want minimum hassle and a disruption free environment. They would not want to line up in a queue for accessing the lounge. Nor do they want to exhaust their limited time at the desk, mentioning their details to the agent who notes them down word by word.

Manual data entry at the lounge entrance desk often tends to be a tardy process, especially at peak hoursl. There can be errors due to incorrect data interpretation by the agent, further adding up to the average time per entry. A passenger who has come to spend an hour at the lounge would not want to spend 10 minutes at the entrance desk. Moreover, major monetary computations are made through the information collected at this desk. Reports show that manually keypunching/writing data can cause 10 errors per 10,000 characters. In such a scenario where even a single error can produce drastic financial results, manual operations are risky business.

In conclusion, the solution provides better insight into lounge usage, automates access control and billing, cuts down on un-authorized access, diminishes queues and allows users to free up staff for catering to passenger needs. One attains optimal utility from their resources.