Transavia Airlines considers the following approach as their main priority: ‘Making the connection by giving control to our passengers and making every passenger feel special’. To fully implement this vision it was time to merge the commercial and operations disciplines.
Angelo Fentener van Vlissingen, Product Owner at Transavia, is responsible for the optimization of the customer experience & customer journey in the operation: “After research we realized that for an optimal travel experience, our passengers have the need for control. Flying can be stressful, and in addition, it can bring up certain emotions. One has to be at the airport on time and deliver their luggage at the check-in counter… All together it’s quite a complex process before passengers can actually take their flight. In addition, when one thing in the process goes wrong, the passenger loses the control over their journey. When passengers know exactly what’s going on and what it means for them, then they keep feeling that they are in control, which reduces the level of stress considerably. This is why we want to provide our passengers with unambiguous and accurate information at the right moment in time, both digitally and physically. The latter was our biggest challenge because of the separation between our commercial and operations departments from an IT standpoint. We wanted to fill this gap, and that is why we chose Pega.”
“Valori brought us a Lead Tester and several Test Automation Experts with refined knowledge of Pega”