Turkish Airlines aims to rank among the top 3 global airlines for digital passenger experience by 2033. Leading this ambitious digital transformation is Kerem Kızıltunç, PhD, the Chief Information Officer, who also oversees Turkish Technology, the airline’s innovation hub. In a special interview with Future Travel Experience on location at Turkish Technology’s Istanbul HQ, Mr. Kızıltunç details a thorough strategy that includes fintech, Artificial Intelligence (AI), biometrics, and an all-encompassing digital experience for passengers.
As a recognised ‘2024 APEX World Class Airline’, Turkish Airlines is committed to continuous innovation. With a legacy of nearly a century and sustained growth in passenger numbers, the airline’s centennial vision includes delivering a personalised digital experience at every touchpoint.
“Our strategic goal is to rank among the top 3 airlines globally in digital experience through innovative projects,” states Mr. Kızıltunç, PhD.
A key focus on this journey for Turkish Airlines is building resilience into its 24/7 operation to support the growth and transformation of the airline, as well as its low-cost carrier AJet, with a different tech approach being taken for the new airline brand.
Turkish Airlines’ digital strategy is focused on building operational resilience and enhancing customer experience. This is exemplified by the recent launch of TK Wallet, a feature within the airline’s app and website that simplifies payment and refund processes for Miles&Smiles loyalty members.
Turkish Technology: a collaborative innovation engine
Turkish Technology, the airline’s IT subsidiary, is crucial in this transformation. With more than 1,500 employees, this company focuses on providing advanced IT services, leading research and development in AI, analytics, fintech, and cybersecurity.
Mr. Kızıltunç highlights the collaborative aspect of Turkish Technology, mentioning, “We run two airlines with distinct business models, giving us valuable insights into handling various customer requirements and streamlining operations.” This collaborative strategy also applies to collaborations with industry experts, as shown by the joint development of an advanced Air Cargo Revenue Management System with ICRON and Invent.
Investing in biometrics for a seamless passenger journey
Turkish Airlines is investing in biometrics to create a seamless and contactless passenger journey. Trials with the Star Alliance Biometrics system and IATA’s One ID reflect the airline’s commitment to passenger-centric innovation. “Biometrics is a key investment area for us,” affirms Kerem Kızıltunç, PhD. “It’s crucial for enhancing the customer experience.”
The airline is also rewriting its Passenger Service System (TROYA) based on IATA’s ONE Order standard to create a unified customer record, further streamlining processes.
Data, analytics, AI, and automation: the future of travel
Data, analytics, and AI are central to Turkish Airlines’ digital transformation. Mr. Kızıltunç highlights opportunities in personalised marketing campaigns, revenue management, dynamic pricing, and AI-powered customer support.
The airline acknowledges the potential of robotics and automation in tasks such as baggage handling and aircraft turnarounds. Kerem Kızıltunç, PhD, highlights the importance of automation working alongside, rather than replacing, human interaction.
Industry leadership
In addition to his role at Turkish Airlines, Mr. Kızıltunç also chairs IATA’s Digital Transformation Advisory Council, showing his dedication to advancing the industry as a whole.
Turkish Airlines has a comprehensive and forward-looking digital strategy that is guiding it towards its aim of being among the top 3 global airlines in terms of digital passenger experience.
