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Worldwide by easyJet: A case study

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Whether your airline is low-cost, full-service or anything in between, Dohop enables you to create new partnerships quickly and easily.

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Jetstar & Tigerair Taiwan use Dohop's Interline 2.0 solution to power their strategic partnership.

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From the beginning of their partnership, both Jetstar and Tigerair Taiwan shared the same vision on what their partnership should look like. Despite a handful of overlapping markets, they agreed that an interline collaboration across the rest of their networks would make them both stronger and allow them to compete for traffic, which they alone couldn’t serve. And both Jetstar and Tigerair Taiwan quickly agreed that the Interline 2.0 technology was the right solution to power their innovative partnership.

A shared vision

Jetstar has been part of the interline community for many years, but usually only one-way partnerships. Other airlines have been selling Jetstar flights, but Jetstar being a ticketless carrier has not had the capabilities to sell other airlines. In 2017, Jetstar started looking for a solution that would allow them to sell interline itineraries on jetstar.com. During the discussions between Jetstar and Dohop, it quickly became clear that a self-connect solution like Worldwide by easyJet would not be suitable in Jetstar’s case because they operate in a region where international borders remain and countries retain their own visa policy. The requirement for customers to go landside at the connecting airport would make the offering a lot less attractive, so the two parties agreed to launch an MVP that seamlessly aligned the offering of each airline, both in the booking flow and during travel.

The challenge

Jetstar is a fully-owned low-cost subsidiary of Qantas. It is headquartered in Melbourne, Australia, and operates both narrow-body and wide-body aircraft. Apart from its Australian and New Zealand operation, it operates Jetstar Asia in Singapore, Jetstar Pacific in Vietnam and Jetstar Japan in Japan. 

Jetstar selected Dohop as the technology provider behind Jetstar Connect, the airline’s new distribution platform. It launched in 2019 with Tigerair Taiwan as its first partner. 

Jetstar’s vision was clear from the start and it did not include a virtual interline solution. The airline wanted to offer a customer experience as close to traditional interline as possible, however, without the associated costs and complexities.

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Worldwide by easyJet was launched in September 2017. It allows easyJet to sell connecting flights across their own network and also connections to partner airlines. Initially launched with only two partners, Norwegian and WestJet, the product has grown to include partner airline Aurigny, a regional airline servicing Guernsey in the UK, and international flag carriers such as Singapore Airlines, Cathay Pacific and Emirates.

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Jetstar has big plans for Jetstar Connect. While it launched with just Tigerair Taiwan as a partner, there are already concrete plans to add more airlines. It will also open up in more markets, more languages will be added, and more distribution partners connected. With Dohop’s Interline 2.0 technology, all of this can be done simply and efficiently.

Ready for the future

Jetstar is offering a great product, so Jetstar Connect couldn’t disappoint. During the booking flow, the user can choose from customized bundles that are aligned across multiple airlines. And during the journey, the passenger will get all boarding passes at the first airport while any baggage will be checked through to the final destination.

Great passenger experience

For Jetstar Connect, Dohop applied many of its industry-leading techniques to generate and display interline itineraries containing multiple low-cost carriers. However, due to the airline’s wish to have a more aligned offering, as well as because self-connect is not suitable for much of Asia-Pacific, the platform was fully customized to Jetstar’s unique needs. Jetstar Connect is available in multiple Asian languages and transacts in multiple Asian currencies while its current booking flow has been fully replicated for the Jetstar Connect solution.

A customized solution

Unlike traditional interline, Interline 2.0 is based on modern web technologies. Communication standards are based on APIs, and the solution’s architecture uses cloud-based systems. This makes the solution secure, fast, reliable, and cost-effective. And not only does the platform use state-of-art technologies, but it is also future-ready by already following IATA’s NDC and One Order frameworks.

Technology

Unlike Virtual Interline, Interline 2.0 replicates many of the benefits of traditional interline such as product alignment as well as passenger and baggage through check-in. Dohop’s Interline 2.0 offering was, therefore, a perfect fit for Jetstar’s vision of providing a great customer experience with little costs and complexities.

Interline 2.0

Dohop can facilitate connections to any partner airline or within an airline's own network. easyJet started by connecting their own flights and also WestJet and Norwegian and now this has been extended to a total of 17 partners.

Partner airlines

As easyJet’s network has grown, other airlines, especially long-haul carriers, have begun to show interest in partnering with them to provide their customers with access to onward connections from their destinations. This allows easyJet, in turn, to cater to a market they didn’t have access to before without the additional cost and complexity of a long-haul operation.


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The first piece of the puzzle is the technology required to surface the additional O&Ds created by combining the networks of two airlines and allowing those to be booked in a single, seamless checkout process for the customer. Dohop’s technology is PSS agnostic which means that any airline can be integrated into the Dohop ecosystem, thus making Dohop the essential layer that connects the two airlines.

Because there are two confirmations being issued by the two airlines for a single connected journey, the key missing link is the protected connection. Normally, a customer with two separate tickets experiencing am inbound flight delay would be exposed to losing their onward connection and having to buy a new ticket. Our protected connection service is provided by our multilingual 24/7 call center, available via phone, chat, and email. In the case of a missed connection, the passenger is provided with a new ticket to their final destination.

Seamless travel

At the point of a customer booking, each airline issues their respective confirmation emails to the customer and receives immediate payment for their part of the journey. Both bookings are through the airline’s direct channel and the airlines own the customer relationship. Dohop’s solution also allows any ancillary to be sold during the booking process along with providing full seat maps for both carriers. Dohop also provides the ability to offer a full suite of fare families and fare classes as required.

Seamless checkout

Distribution is key. Leveraging the airline's existing commercial agreements with the major global metasearch players, Dohop's pre-built connection to Google Flights, Skyscanner, and Kayak provides plenty of distribution to the connecting flights.

Distribution

easyJet is a ticketless carrier with a proprietary reservation system and thus there was no obvious technological solution for how to display and sell connections to a potential partner carrier or even sell connections across the easyJet network. Furthermore, easyJet wanted to make sure that these connections would provide a comparable yield to the point to point flights typically sold on easyJet.com, so ancillaries were a key element to include.


The problem

Dohop's technology can instantly enable connections over any overlapping points in the networks of two airlines looking to build a partnership. easyJet started by connecting only over Gatwick Airport but now connects at over 170 airports across Europe.

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The solution

Carefree Connection provided by Dohop

Success factors

A case study

Jetstar Connect

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Customers

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Around 70 million passengers flying through an easyJet airport  each year are connecting on to other flights, mainly long-haul, and it is this market segment that Worldwide by easyJet will open up for us. 
Carolyn McCall, Outgoing Chief Executive, easyJet.

Expand your network and increase revenue with the latest interline technology

Expand your network and increase revenue with the latest interline technology

Whether your airline is low-cost, full-service or anything in between, Dohop enables you to create new partnerships quickly and easily.

You're in control

Worldwide by easyJet

Case Study

Worldwide by easyJet

Case Study

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