Abstract:
Fly Privilege is a travel agency in Bangladesh that caters air ticketing and visa processing issues. The agency started in 2023, and has carved out a niche for itself by providing customized travel solutions at competitive prices with customer-focused approach. But in spite of its advantages, Fly Privilege has significant functional inefficiencies, including manual-based workflows, technology uptake, a small work force, and third-party dependence for ticketing and visa issuing. Not having an IATA accreditation means it is less efficient in issuing tickets directly, which means longer and costlier processing time. The agency’s existing processes were assessed by both qualitative and quantitative data, including a combination of customer journeys, process maps and industry benchmarks to determine gaps in services to allow for recommendations on areas to target for improvement. Results showed that Fly Privilege is already highly reputed regarding its visa service but it is operating on a small scale due to a manual approach, thus suffering from a lack of efficiency and customer experience. Against these challenges, an integrated digital system for bookings, payment processing, and visa tracking would help meet today’s customer expectations in the hospitality industry. To maintain its place in the industry, this agency needs to adjust itself with the high demand for digital convenience and self-service option. Among its key recommendations are developing a customer-friendly online booking and visa tracking system, automating ticketing and visa processing workflows for operational speed, and extending the direct visa processing capacity further beyond Thailand to avoid over-dependence on 3rd parties. It could also, following an IATA certification, get directly into airline ticketing systems, making it more competitive and efficient to serve its clients. Having a stronger workforce and spending more on employee training would further assist companies in handling the rising number of customer inquiries and their demandfor services. This not only provides Pay Privilege with increased quality of service and pace of flow but also works as an organizational leverage in order to get make an impact in the market as a household name in travel. The report is like a road map for sustainability and growth in the long term in a smart and regular fashion, responding to evolving industry standards and customer expectations. Fly Privilege can keep evolving with growth driven by modernization, digital transformation and process optimization whilst continuing to be strong at what it does best: providing tailor-made services to its customers.
