To enhance service to customers and the competitive advantage of Air Southwest’s London flights a solution to the perceived barrier between the airport and onward travel was required. Following its own research conducted in 2008 about the absence of through ticketing solutions between air and rail, North Star was well placed to provide a solution to the frustrations felt by Air Southwest and its passengers.
North Star was appointed by Air Southwest to broker the in-flight sale of Visitor Oyster cards on all its flights into London City Airport, allowing customers to buy pre-paid travel cards that give access to London’s public transport network without having to buy individual tickets. Air Southwest became the only operator into London City to offer the service.
The solution was a seamless through-ticketing operation to maximise time savings for its customers and capitalise on London City’s excellent rail links – nearly one in two of the airport’s customers arrive and leave using the Docklands Light Railway.
The project involved:
- air southwest oyster cardIdentification of needs and expectations of all parties;
- Facilitation of agreement of commercial terms between the parties;
- Processing support for the logistics of supply and sale;
- andDeveloping a communication strategy to maximise awareness.
Our own published research on attitudes to through-ticketing around the world showed that operators recognise the clear benefits for customers but there are a number of perceived barriers, including technical integration. From our experience working on air rail links we were able to help overcome these barriers by bringing all parties together and working towards a common solution.
“The ticketing project was all about enhancing the customer experience and getting it delivered quickly. That is something North Star knows all about, getting things done and delivering a tangible benefit.”
Mike Coombes, Commercial Director of Air Southwest
