In recent years, the airline industry has undergone substantial consolidation, largely driven by the pursuit of increased efficiency, cost reduction, and enhanced competitiveness. However, even after securing approval from the U.S. Department of Justice (DOJ) and the U.S. Department of Transportation (DOT), airlines must still overcome a range of customer-facing challenges to ensure a successful merger. To maintain customer satisfaction and achieve a smooth integration, airlines must address several critical areas, including:
- Systems: Consolidating IT platforms, including ticketing, reservations, and frequent flyer programs, to ensure a consistent and trustworthy experience for customers booking through a single system
- Cultural: Blending organizational cultures and teams to enhance brand perception while preserving workforce satisfaction and engagement.
- Brand: Preserve brand loyalty by delivering a consistent customer experience
- Fleets: Aligning aircraft types, flight crews, and maintenance operations to ensure operational efficiency and deliver a safe, seamless travel experience for passengers
- Route: Maintain traveler access to essential routes while offering optimized and convenient itinerary options
References: Navigating Airline Mergers: A Comprehensive Guide