The personalized recommendation for OTA flight cancellation and change services during the pandemic

Zhicheng Gong (), Hao Wang (), Qiangqiang Nie (), Zhenhua Zhang () and Quanwu Xiao ()

Journal of Revenue and Pricing Management, 2023, vol. 22, issue 2, No 6, 157-165

Abstract: Abstract The COVID-19 pandemic has had a dramatic impact on people’s travels. Due to the recurrent pandemic and regionally different policies in China, travelers must pay a lot for flight cancellations and changes. To accommodate this, online travel agencies (OTA) can provide a more flexible ancillary as a supplement to the airline company's services. Here, we introduced the upgraded all-in-one (AIO) service package, which offers compensation for flight delays, changes, or refund. We also designed a dynamic recommendation engine (DRE), which can make real-time personalized recommendations. Backed by AB testing, the machine learning-based DRE not only raises the package attach rate without interrupting the flight ordering process, but also helps the customers cut cost when making flight cancellations or changes.

Keywords: Online travel agency; Service package; Personalized recommendation (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1057/s41272-022-00403-9

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