Swoop: An overview
Swoop is Canada’s leading ultra-low-cost airline. It commenced operations in 2018 and is part of the WestJet Group. While its focus is on offering seats at prices that are typically 30-40% lower than average economy fares, Swoop also prides itself on a number of key differentiators including:
What challenges were Swoop facing?
Swoop has an intense focus on driving down costs while maximising customer service. It operates a small fleet and flies into and out of several airports that are affected by snow, ice and wind more than almost any others in the world.
So why 15below?
WestJet became a customer of 15below in 2011 and successfully utilises our Disruption and Queue Manager modules.
Since launching as an ultra-low-cost carrier within the WestJet Group, Swoop understood it would be unable to offer exceptional customer service while relying on manual operations including a major call centre. It needed the latest technology that allowed it to maximise its capabilities.
Utilising the 15below platform to great effect
Swoop was previously relying on manual processes. Its team extracted flight manifests from Navitaire’s New Skies system, taking email addresses and other information from Outlook mail merges. This meant the airline required a dedicated resource to contact each passenger affected by disruption; it was unable to automate bulk sends or track what had been sent and any responses generated. Simply, this process was not scalable to meet growing business needs as Swoop expands.
What’s more, it typically took Swoop four hours to complete its response to a single act of disruption using manual processes; it now requires under 15 minutes to do so with the 15below platform.
The airline chose to deploy 15below’s industry-leading Disruption solution, allowing it to streamline and automate its response to events and actions that affect its scheduled operations.
Automation provided a solution to many of Swoop’s requirements, including:
What results have we achieved together?
Swoop started using the 15below platform in January 2019. The airline has already benefited from operational gains, financial savings and customer service improvements and there are more to come as the project reaches full implementation. These include:
15below will soon deploy its Queue Manager module for Swoop, allowing automation of an even more complex series of business rules. Queue Manager will begin by sorting information within PNRs (such as special requirements for wheelchair users) and filtering these details by many other criteria.
Such refined sorting and filtering of PNRs allows airlines to perform intensive tasks – including minimum connection times, re-accommodation and schedule changes – in seconds. As a result, manual handling times and costs are significantly reduced and optimum operational efficiency is achieved.
Swoop will also adopt the Flight Status module, allowing it to keep passengers and staff up to date with all the latest travel information that is relevant to them. The solution integrates with the airline’s reservation system, FLIFO and other systems to deliver accurate notifications to travellers, ensuring they remain in control in the build-up to departure.
Disruption to flight schedules can be unpredictable and cause huge financial and reputational losses. Read about our CEO's experience of being caught up in the Gatwick drone incident in December 2018.