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Gone are the days when you would have to physically visit or call an airline just to make ticket reservations. This is because with the many technological advances that have come into existence, the system has improved considerably. If you want to make ticket reservations for a certain business trip or vacation trip with your family, all you have to do is go online and book these flight reservations. Pretty easy, right? However, this convenient system would not exist without the implementation of airline booking KPIs or airline booking key performance indicators.
It would not be surprising to find key performance indicators in the business environment. However, you may be surprised to learn that these are also required in the airline industry. Simply put, KPIs really wouldn’t be out of place in the airline industry. This is because these indicators exist to measure the current state of any company in any industry against the goals and objectives that have been established during its founding. Similarly, it would be necessary to implement KPIs for airline booking.
In its simplest form, the scorecard would have quantifiable measures, known as metrics, that would determine the current state of a company against the goals and objectives that were established during the founding and early years of the company itself. Now, there are many measures that can be included in the scorecard, and it would even seem sensible to do this so that the scorecard is all-encompassing. However, this should not be the case at all, as the presence of many indicators would only complicate the entire measurement process. With many indicators, it would also be difficult to interpret and represent all of these measures consistently. Therefore, it would be wise to stick to some available metrics and KPIs.
For the most part, and just like in any business or industry, these KPIs would be grouped based on function and need. The following categories would be great additions to your airline reservations scorecard: the financial perspective, the customer perspective, and the internal perspective. There is still a need to aggregate these metrics so that the proper direction and evaluation of the measures is implemented.
One metric that should be included in the financial perspective is ticketing agent compensation. Now, airline reservations can be made online, so there should be no need to hire ticket agents, right? Mistaken. Ticket agents still need to be hired to oversee the entire process. You wouldn’t want to issue or reserve duplicate tickets for your customers right now, would you? This would only lead to customer dissatisfaction.
From a customer perspective, seat preference charges would be a good metric. There are some passengers who prefer certain seats and are usually charged for this service. This metric should be included to measure satisfaction with this service. Ticketing errors should be an included metric for the internal perspective. It is understandable that errors are measured in such a way that they are minimized in the long run.
These are just a few of the airline booking KPIs that should be included in your scorecard. With these supports to your airline, success would be the next logical step.