Intelligence Exchange Micro-Apps at Ethiopian Airlines

In October 2017, Ethiopian Airlines began deploying Sabre Intelligence Exchange Micro-Apps – agile and lightweight applications that empower airlines to solve for specific business pain points in weeks not months. Ethiopian Airlines has rolled out a bespoke bundle of Micro-Apps that will help it to drive innovation while providing top- class customer service. Delivering true business agility with Sabre Intelligence Exchange Micro-Apps

Ensuring Ethiopian Airlines’ bright future Addressing business challenges Ethiopian Airlines is Ethiopia’s flag carrier and Ethiopian Airlines was striving to remedy Africa’s largest airline. It was recently honored as the three challenges around data consolidation ‘Best Airline in Africa’ for the third consecutive year and actioning: at the Skytrax 2019 World Airlines Awards. Between 2017 and 2018 it carried 10.6 million passengers. 1. To transition away from historical batch Ethiopian Airlines is dedicated to transforming real-time data processing for immediate its digital ecosystem to provide fantastic traveler actioning; this would provide business agility experiences and seamless operations. and increased speed-to-market that would “Ethiopian strives to leverage emerging facilitate a competitive edge technology and data to become an agile airline of 2. To integrate data from upstream domains the future, and the Intelligence Exchange (IX) into downstream systems for better enterprise platform and Micro-Apps are core components connectivity; this would enable better of making that dream a reality,” explains commercial and operations planning to drive Miretab Teklaye, director integrated marketing revenue and great customer experience communication, Ethiopian Airlines. 3. To move to a more agile method of deploying new applications and software without long lead times and increased burden on in-house IT; this would boost innovation and decrease Profile costs. NAME: Ethiopian Airlines FOUNDED: 1945 HEADQUARTERS: Addis Ababa, Ethiopia ANNUAL PASSENGERS 2017-2018: 10.6 million BUSINESS MODEL: Full-Service Carrier ALLIANCE: Star Alliance SABRE CUSTOMER SINCE: 2007

2 Adopting Intelligence Exchange Micro-Apps • Lucy, Ethiopian Airlines’ Chatbot: Lucy Ethiopian Airlines is an IX pioneer and was one of can now engage with domestic customers the first to start deploying Intelligence Exchange on channels like Facebook to offer a truly Micro-App use cases within its digital ecosystem, personalized customer experience thanks to using Sabre’s flexible host-agnostic offering and IX access to PNR and ticketing data; and Professional Services expertise to optimize the rollout. These Micro-Apps traverse a wide range • Payment Reminder for Conversion Uplift: of key areas, including commercial planning, revenue Using the IX booking domain, targeted email management, reservations and retailing, through reminders are sent via Sabre TripCase – to operations. By leveraging the flexible, low-code a single repository for all trip details – and template-based nature of Micro-Apps, Ethiopian to customers with ticket time limits set to Airlines is now primely positioned to gather and utilize expire within two hours to encourage payment its airline-wide data to create bespoke use cases that of held bookings for revenue uplift. help it maintain a competitive edge – in weeks, not months. Powered by Intelligence Exchange The outcomes: providing true business Micro-Apps, these strategic business projects include: agility “Ethiopian Airlines has already seen a • Automated Check-in: Streamline the customer fundamental shift in the way it can respond to experience by enabling automated online check-in business requirements. Any idea you have in the through a native mobile app for domestic flights; morning can be tested in the afternoon. This is • Near-Real-Time Connection Matrix: Airport and true IT agility and makes IX Micro-Apps a game- operations staff now have a central portal for changer: project time has gone from months or accessing passenger connecting-flight data in years to just weeks,” explains Miretab. near real time with profile data to better manage disruptions;

3 Due to Automated Check-in, Ethiopian Airlines accounting management staff have merged has seen a 30% increase in online check-in and with the IT team, empowering them to focus on significant increases in customer convenience. analyzing the data and share these insights with This is thanks to a new capability–rolled out in just senior management. three days–for customers to check in via Facebook “The engagement with Sabre has Messenger. fundamentally evolved from a very tactical, Lucy, Ethiopian Airlines’ Chatbot, has helped transactional collaboration to a highly strategic deliver domestic online penetration increases of and value-based partnership that goes from 2% with significant decreases in web service strength to strength and which we look to take to operations costs. the next level moving into the future,” said Miretab. Ethiopian Airlines’ use of the Payment Reminder for Conversion Uplift IX Micro-App has led to a 14% increase in conversion rate of book-now, pay-later customers for substantial incremental revenue. IX Micro-Apps have enabled a drastic reduction in the amount of time the commercial team spends on mundane manual reporting, meaning Ethiopian Airlines’ business model could be restructured:

Sense and respond with Sabre’s Intelligence Exchange Marketplace The IX Marketplace is a digital marketplace for fast-deployed business Micro-Apps that utilize streaming data to solve an airline’s most-pervasive business challenges. Learn how your airline can leverage these easy-to-deploy and flexible Micro-Apps to earn incremental revenue, reduce revenue leakage, streamline operations and enhance your passengers’ experiences. For more information, visit https://marketplace.sabre.com/ix

4 About Sabre Corporation Sabre Corporation is the leading technology provider to the global travel industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, and flight, network and crew management. Sabre also operates a leading global-travel marketplace, which annually processes more than US$120 billion of global travel spend by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.

® For more information please visit www.sabre.com