Customer-First Airline Retailing
Maximise the revenue from every trip, every customer, every order. Modernise with effective retailing technology and drive commercial results from day one.
All without costly PSS replacement — retailing on the systems you already run.
Value creation
increase in conversions
increase in ancillary attachment rate
reduction in cart abandonment
PSS replacement required
Results from 3 existing customer airlines — outcomes vary by operating model, maturity and implementation scope.
From booking-centric to customer-centric
Most airlines still operate around tickets and transactions. We help airlines transition from booking-centric systems to customer-centric retailing — ticket sale was yesterday, travel experience sale is now.
Travellers expect airlines to retail like their favourite brands — personalised offers, easy ordering and payment, seamless servicing. Selling the reason to travel, not just the seat.
Technology that enables retailing: offers built around each customer, orders that hold the entire travel experience in one place — flights, experiences, payments and servicing.
The practical way to modernise — safely, cost-effectively and iteratively. Rely on your core PSS for processing. Deploy our OMS to increase sales from day one.
Three pillars
Retailing value does not come from one purchase — it builds across three core pillars. Here are the foundations for successful airline retailing.
Captured, consolidated and surfaced from the customer profile, personalisation draws on the context and reason to travel, plus previous purchases across direct and indirect channels. Get this right and your customers feel understood and remembered.
Better data makes better offers.Sell the entire travel experience, don't just sell the seat. Partner with the right third-party content providers to be the one-stop shop that captures their marginal revenue and drives loyalty. Control the offer, not the inventory.
A wider marketplace generates more data.Outstanding retailers know which payment methods each customer prefers. By region, trip purpose and previous payments, airlines make paying easy — including vouchers, gift cards and e-wallets — driving conversion and wallet share.
Easy payment converts more of both.The platform
Retailing capabilities that integrate efficiently with your existing systems. Start with a specific use case, deploy quickly, track revenue uplift — and expand over time.
Know each customer. Sell the whole journey.
From PNRs to orders. One place for every trip.
Every touchpoint working for you.
From cost centre to revenue stream.
The Connect platform runs on top of your existing PSS and legacy systems — modular, API-connected, ready to deploy.
News
Retailaer sponsors the 2026 State of Airline Retailing report — covering how Offer and Order transformation is maturing, how airlines are advancing customer-centric strategies, and the emerging trends shaping the future of retailing.
Read more →Air Europa announces surcharges for GDS bookings and launches a dedicated NDC agent portal powered by Retailaer and PROS, targeting a 10–15% shift to direct distribution by July 2026.
Read more →Julia Reichel joins Retailaer as Chief Commercial Officer, bringing over 20 years of travel technology experience from British Airways, T2RL, DXC, and OpenJaw to strengthen connections with clients and partners during this period of accelerated growth.
Read more →Thought leadership
The practical guide to moving from booking-centric systems to customer-centric retailing — organisation changes, use cases, sequencing, and the commercial case.
Free download · 5-minute read per chapter
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