A smoother booking experience for Avianca travelers

Last year, we celebrated a milestone that few companies in the world can boast: 100 years in operation. And our 101st year is proving to be our most challenging yet. But despite the challenges we and the entire travel industry continue to face amid COVID-19, we remain committed to delivering the best experience for our passengers.

In these past months it has become evident that those airlines that excel in passenger experience have the best opportunities for survival. That’s why we have been working hard with our partners at Amadeus to design a new digital booking flow on Avianca.com to enhance the shopping experience for our customers.

This new booking flow, using the Amadeus Digital Experience Suite (DES), offers a simplified booking process and a more efficient shopping experience for each passenger. We believe that a clear and easy-to-understand user interface will positively impact our revenue potential.

We are pioneer users of Amadeus DES in Latin America and are excited about the capabilities and flexibility it offers to develop and integrate not only our own but also third-party applications. Our goal is to continue building a memorable shopping experience from inspiration to a customer’s next purchase.

The new booking flow has a responsive interface built on technology that personalizes the offer for each customer. Now there are only four steps for the traveler from searching for flights to booking confirmation. This improves both the traveler confidence and conversion rates. During each step, the traveler can return or advance to the previous or next step to review or edit without losing the information already saved in other steps.

This easy process delivers more engaging and personalized experiences to customers and guarantees that information remains intact from searching to booking. The customer also can seamlessly navigate between different booking options - such as different classes - with full visibility of cost differences and services through a unique booking flow.

And response time for displaying availability is sensational: less than two seconds.

Our partnership with Amadeus has continued to strengthen as we collaborated to create this digital experience. From having Amadeus developers on the ground with us in Bogotá to ensuring no language barriers, we struck a balance between our teams that enabled us to work faster and more efficiently in the implementation and configuration of this innovative solution. We are confident that, with the implementation of Amadeus' Digital Experience Suite, Avianca is positioned for growth in the short and long term. Even with the challenging scenario that COVID-19 presents, we know that demand will return, and we are ready to deliver an even higher level of service that travelers will expect from now on.

Silvia Mosquera, Commercial Director of Avianca