Etihad enhances customer experience through Cloud technology

Etihad Airways has partnered with Farelogix to enhance its merchandising and distribution capabilities. The deployment of new generation technology from Farelogix will enable Etihad to provide unique, customised offers to its guests. Etihad’s strategy will focus on broadening ancillary offerings to customers, allowing for more personalised travel options across all distribution channels.  Etihad plans to implement FLX Merchandise, a cloud-based solution from Farelogix, to create personalised product and service propositions that increase customer satisfaction. As the industry’s leading merchandising engine, FLX Merchandise will enable Etihad to showcase optional products such as preferred seats, priority boarding, and other amenities that improve customers’ travel experience. In addition, the technology will provide greater flexibility and speed-to-market by introducing innovative new ancillary offers.
Robin Kamark, Etihad’s Chief Commercial Officer said: “Our vision is to provide guests with the widest choice. We are proud to partner with Farelogix, a recognised leader in airline commerce technology, to realise this vision. The new partnership will help us in the journey towards the airline’s digital transformation that focuses on delivering modern retail experiences to customers around the globe.”
In the near future Etihad plans to launch a full New Distribution Capability (NDC) enabled platform which will enable customers to visualise offerings through digital media such as images and videos, whether they are booking via travel agencies, meta-search engines, or other indirect channels.