In today's competitive airline market, the booking experience can make or break a sale. Every click, every delay, every moment of confusion is sand in the gears of your revenue engine.
The Real Cost of Friction
Every additional step, confusing option, or technical hiccup in the booking process increases the likelihood of cart abandonment. But let's put some numbers to it:
Industry Reality Check
Airlines lose an estimated $18 billion annually to booking abandonment. Even a 1% improvement in conversion can translate to millions in recovered revenue.
The Five Friction Killers
Through years of working with airlines, we've identified the most common friction points that silently kill conversions:
The Frictionless Approach
Creating a frictionless booking experience requires thinking holistically about the customer journey. Here's how leading airlines are doing it:
Simplify the Flow
Reduce steps. Use progressive disclosure. Show only what matters at each stage.
Transparent Pricing
Show all costs upfront. Surprise fees at checkout are conversion killers.
Smart Defaults
Use data to pre-select likely options, reducing decision fatigue.
Flexible Payments
Offer local payment methods. One size doesn't fit all markets.
The Revenue Paradox
Here's what many airlines get wrong: they assume reducing friction means reducing revenue opportunities. The opposite is true.
When done right, a frictionless flow actually increases ancillary sales by:
The Bottom Line
The goal is elegantly simple: make it as easy as possible for customers to give you their money.
Modern order management systems are designed to minimise friction while maximising both customer satisfaction and revenue. It's not a trade-off—it's a multiplier.
Ready to Oil Your Revenue Engine?
See how Retailaer helps airlines eliminate friction and boost conversions.
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