The airline industry has always faced a high degree of unpredictability in business. In recent times, while passenger volumes have rapidly increased, factors such as increasing competition from low-cost carriers and business disruptions due to natural disasters, infectious diseases and security threats have eroded profits. Even as airline companies battle these exogenous forces, they must also retain focus on creating a positive customer experience and win customer loyalty. Fluctuations in the business, increased customer expectations and a tougher regulatory environment have made it extremely critical for airlines to keep costs under control, maximize revenue and improve cash flow. They need to forge partnerships with third-party solution providers who can help them in these efforts.

WNS, a global leader in travel Business Process Management (BPM) solutions, builds customized, robust solutions that meet the specific requirements of some of the world’s largest airlines. WNS uses its deep domain experience to help airline clients unlock new opportunities and create end-to-end process excellence that improves operational efficiencies. We also enable clients to eliminate revenue leakages, and provide analytics driven insights on the market for better business decisions.


WNS Expands Relationship with Finnair

"We look forward to extending our cooperation with WNS to further develop and improve these key services," says Paivi Pellinen, Head of Revenue Process, Finnair.


WNS helped the client consolidate and standardize the fare filing processes across 75 countries
WNS helped the client identify millions of dollars in recoveries in one year
WNS provided support for product development, sourcing of products and provisioning of services

The WNS Advantage

Having started as a captive of British Airways, WNS understands the airline business very well. Our domain expertise in this industry gives us a clear advantage as we understand our clients’ needs precisely. It has helped us deliver best-in-class solutions that make a deep, sustainable impact on our clients’ processes and help them stay attuned to changing market requirements and industry trends.

Comprehensive Service Offering

The foundation of the solutions we design for the airline sector is built on our deep domain understanding and industry expertise. WNS’ BPM solutions cover the entire range of front office, middle office and back office requirements of airline companies. We provide a one-stop solution for growing, global companies with unique, changing needs.

Center of Excellence

The WNS Center of Excellence (CoE) for the travel industry underpins our commitment to make maximum impact on our clients’ businesses. The Travel CoE leverages our talent pool with travel domain knowledge, best-of-breed travel BPM operations, industry best practices, proven methodologies and frameworks, and the capability to build and implement transformational solutions. It enables us to drive our clients’ cost and revenue optimization initiatives.

Technology Solutions

WNS brings technology prowess to industry-specific solutions. Our proprietary tools for the travel industry combine state-of-the-art technology with deep industry knowledge, thus enabling our travel clients to achieve their business objectives. Our bolt-on tools seamlessly align with our clients’ technology environment. Combined with the force of high-end embedded analytics, automation and a web-based ‘on demand’ infrastructure, our technology solutions produce the right business impact for our clients.

Flexible and Innovative Commercial Models

WNS has been in the forefront of the BPM industry in offering innovative revenue models. We have a flexible approach to suit the diverse needs of our clients who are in different stages of the outsourcing maturity curve. Our commercial models are flexible in every aspect —scope, pricing, scale, risk-sharing — and customized to fit the needs of our clients.

Client-centric Engagement Model

At WNS, we understand that no two clients are alike, and therefore, we do not follow a cookie-cutter approach to providing solutions. Our cultural engagement philosophy is a reflection of our focus on ‘extending our clients’ enterprise’ by being a part of their extended operation. Our approach of cultural and strategic alignment with our clients’ processes has proved immensely beneficial in our efforts to make a strong impact in their businesses.

Analytics and Big Data

Today’s businesses are powered by insights from data, and airlines are no different. Data from the web and social media sites, besides its own operations, can provide an airline immense opportunity to understand market trends and the state of its own internal operations. However, organizations do not have the resources or the expertise to glean insights from huge amounts of data. WNS provides data and analytics-driven solutions to airline companies to improve the outcome of their business decisions.

"Industry expertise was the key. We wanted to ensure we chose a provider that understood the complexities of our business. WNS' knowledge was comprehensive and its solutions flexible. They could talk the talk."
Jeremy Carrington

Head of Procurement, Virgin Atlantic

Best 5 Companies Awarded by Industry focus: Air Transportation — IAOP Global Outsourcing 100 — 2014


WNS Air Cargo Optimized Solutions Suite (ACOSS)WNS ACOSS is a suite of powerful and agile solutions that has been designed to unlock elevated levels of efficiencies across revenue and cost-critical cargo processes – thereby creating a faster, leaner and intuitive cargo function. It is powered by Artificial Intelligence (AI), Machine Learning (ML), intelligent automation, advanced analytics and deep domain expertise.DEEP DIVE


Front Office

  • Reservation/Sales
  • Fare Support
  • Customer Interaction Services
  • Baggage Handling
  • Forms Processing
  • Loyalty Program Management

Middle Office

  • Network Planning
  • Pricing and Revenue Management
  • Fulfillment
  • Cargo Support

Back Office

  • Finance and Accounting
  • Revenue Accounting
  • Human Resource Management
  • Procurement
  • Cabin Crew Management
  • Engineering, Technical Records Processing
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