Kenya Airways Partners with ARC to Upgrade Booking Platform for Enhanced Customer Experience

Kenya Airways (KQ), the national carrier, has entered into a partnership with travel intelligence and omnichannel distribution company ARC to upgrade its booking platform. This move aims to enhance KQ’s New Distribution Capability (NDC), a system that facilitates seamless offer generation and sharing across various channels.

Quick Summary

  • Kenya Airways collaborates with ARC to upgrade its booking platform and enhance the New Distribution Capability (NDC).
  • The upgraded platform will offer real-time updates, ancillary services, richer content, and detailed information for a more comprehensive customer experience.
  • KQ emphasizes the importance of aligning the NDC solution with the dynamic needs of customers to elevate the overall customer journey.
  • ARC Direct Connect, introduced in 2018, provides flexibility for airlines to implement distribution strategies and manage travel agency partnerships.

Enhancing Customer Experience

The collaboration between Kenya Airways and ARC aims to provide a more advanced and comprehensive experience for corporate travel buyers and travel agencies. By upgrading the distribution capability, KQ can offer customers real-time updates, ancillary services, and a more personalized travel experience.

Realizing Customer-Centric Goals

Julius Thairu, Chief Commercial and Customer Officer at Kenya Airways, expresses that the partnership is a pivotal step in their journey towards customer-centricity. The focus is on evolving the distribution strategy to align with the dynamic needs of customers and providing an enhanced customer journey.

ARC Direct Connect

Introduced in 2018, ARC Direct Connect empowers airlines to implement distribution strategies tailored to their needs and manage partnerships with travel agencies. This flexibility allows Kenya Airways to redefine its engagement with travel agencies and travel managers.

Setting New Standards

Kenya Airways remains committed to elevating the customer journey, and the collaboration with ARC is seen as a leap forward in achieving that goal. The upgraded booking platform, coupled with ARC’s capabilities, is expected to set new standards in the aviation industry.

Partnership Empowers Airlines

Paige Blunt, Senior Manager of Direct Connect and ONE Order at ARC, welcomes the partnership, emphasizing that it will empower Kenya Airways to redefine its engagement with travel agencies and travel managers. The collaboration will distinguish KQ’s products and establish a consistent shopping experience across channels.

Final Thoughts

The collaboration between Kenya Airways and ARC to upgrade the booking platform underscores the airline’s dedication to prioritizing customer needs and delivering a seamless and tailored travel experience. As the aviation industry evolves, such partnerships contribute to setting new standards and enhancing overall customer satisfaction.

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