Structured Process

United Airlines' structured process is focused on ticket sales and revenue generation through agencies, platforms, and other contracts. To do this, they have essential hardware, software, and databases.

  1. Sales Channels

Direct Sales:

  • Customers book flights directly through the website or the mobile app.

  • Payment is processed securely with credit cards, debit cards, PayPal, or MileagePlus loyalty points.

  • The system automatically sends the reservation confirmation by email or text (depending on the customer's preference).


Travel Agent Sales:

  • Travel agents can view United Airlines flight availability and schedules through GDS platforms such as Amadeo and Galileo.

  • These platforms have real-time updates and allow agents to book flights securely on customers' behalf.

  • Travel agencies are essential in bookings for international clients and those who travel in groups.

  • Corporate Sales:

  • Corporate clients negotiate contracts for large bookings and otherwise have different discounted prices.

  • United Airlines uses the Salesforce CRM System to manage corporate accounts, track contracts, and handle renewals.


        2. Supporting Systems
To ensure the structured process runs safely, United Airlines relies on key hardware, software, and databases:

 Hardware:

  • Employees and customers use workstations, mobile devices, and airport kiosks.
  • Kiosks at the airport allow for customer check-in and flight changes.

 Software:

  • Salesforce CRM: This can review customer relationships, corporate accounts held by United, and contract renewals.

  • ACTIONS: This system handles reservations, flight inventory, and departure controls.

  • GDS platforms: Amadeus and Galileo contact travel agencies to book flights.

  • Power BI or Dashboard is used to run sales reports and analysis.


Databases:

  • Databases store customer profiles, details of mad reservations, and data at the time of sale.

  • Database systems support exchanging information in real time between GDS, CRM, and SHARES.

        
        3.Structured Process Method

Structured process for ticket sales in  United Airlines' :


Customer Booking:

  • Customers visit the website, mobile app, or travel agencies to search for flights.

  • The airline's GDS systems provide real-time flight availability and pricing.


Booking Confirmation:

  • When customers choose a flight, payment details are securely processed directly with a credit card or through Paypal.

  • Customer reservation information is stored in SHARES, and confirmations are sent to customers.


Inventory and Scheduling:

  • SHARES updates flight schedules, ticket availability, and reservation status from time to time so that prices may be higher or lower regularly.
  • GDS systems synchronize data to ensure travel agents can receive real-time updates.

Corporate Contracts:

  • Corporate customers review flights through Salesforce CRM, as this automatically handles contract renewals, discounts, and special offers.

Follow-up Services:

  • Customers can review their reservations (e.g., select seats they want, add luggage) through the website or app. They can also call or write to customer service, and they will be assisted.
  • The CRM system can send customers reminders of updates, promotions, or loyalty rewards.
        4.Challenges and Recommendations in the Structured Process

Employees have to enter data into the system manually:

  • Challenge: Systems like SHARES require data to be manually entered by a person to make reservations and corporate data.
  • Recommendation: Make it automatic since these are repetitive, and this can save time and reduce errors.

System Integration Issues:

  • Challenge: Salesforce CRM, GDS platforms, and SHARES can cause delays in updates on the website and the app on mobile.
  • Recommendation: Integrate more systems to allow real-time data flow and seamless updates across all United Airlines platforms.

Gaps in Customer Experience:

  • Challenge: Services personalized for customers using the website and mobile app.
  • Recommendation: They can customize flight recommendations, promotions sent to the customers, and travel improvements. These travel improvements can drive more sales for United Airlines.

Training Needs:

  • Challenge: Employees who manage systems like SHARES and GDS may need more training to use the tools effectively.
  • Recommendation: Have learning programs to improve employee skills and ensure they can safely use advanced systems.




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