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Course Objectives:

Introduction to e-commerce.

Explain the booking scenarios.

Define how to use EGYPTAIR Website Feature

Define how to use EGYPTAIR Mobile APP

Introduction to e-commerce

• Challenges

• Physical Versus Digital

• Definition of e- commerce

• Major Types Of E-commerce

• Forces Driving Rapid Growth Of E-commerce

• Who Keeps EGYPTAIR website Content Updated

• Transforming Customer Relationships

• How to promote sales via website

• After sell service

• General Booking Rules

Challenges

COVID-19 Pandemic ....

Foreign currency and commodity price fluctuations

Climate Change. ..

Economic Recession. ...

Reputation Damage

Competition in domestic and international markets

Volatility in the geopolitical and economic environment

• Traditional Commerce• Physical Products

• Physical Processes

• Physical Agents

• E-Commerce• Digital Products

• Digital Processes

• Digital Agents

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View of the Internet as a facilitator of traditional

commerce

View of the Internet as a core of

future commerce

Physical Versus Digital: Products, Processes, and Agents

• The use of the internet and the Web for servicing customers as well as buying, selling, reaching new customers and exchanging products, services, and information between and among individuals and organizations

• E-commerce is a new way of doing business!

Definition of e-commerce

• B2C – Business to ConsumerAmazon.com is a general merchandiser that sells consumer products to retail consumers.

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• B2B – Business to BusinessCovisint.com is an automotive industry exchange that creates an e-market for suppliers producers and users plus extranets.

Major Types Of E-commerce

• B2E – Business to EmployeesIntranets that serve as tool for business intelligence, enterprise portal, workgroup, communications,

Corporate digital library, sales force productivity, workflow, data warehousing.

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• C2C – Consumer to ConsumereBay creates a marketplace where consumers can auction goods directly to other consumers.

Major Types Of E-commerce

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• P2P – Peer to PeerNapster.com uses software application that permits consumers to share music with one another without the intervention of a market maker as in C2C e-commerce.

• M-commerce – Mobile Commerce

Wireless mobile devices such as mobile phones

and PDAs can be used to conduct commercial transactions.

Major Types Of E-commerce

Consumer AirlinesEnabling Technology:

-Internet

-Worldwide Web

*Easy-to-use technology

*Inexpensive internet access

*24x7 shopping from anywhere

*Growing familiarity with web

*More choices of vendors &

products

*Low-cost carrier presence

E-commerce

*Lowering of distribution cost

*Breaking up of supply chain

*Expansion of market place

*Improved marketing

*Possibility of dynamic pricing

*Revenue generation from cross selling

*Improved cash flow

*Cost reduction in other areas

Source: Based on Rigas Doganis, “The Airline Business in the 21 st

Century, p. 172 plus author additions

Forces Driving Rapid Growth Of E-commerce

In The Airline Industry

People:Buyers, Sellers,

Intermediaries

Public Policy:Taxes,Legal,

Privacy,Domain names

TechnicalStandards:Security,Network

Protocols,Payments

Organizations:Partners,

Competitors,Government

Services,Associations

Infrastructure

E-commerce Application

Online TravelCustomer Service, Purchasing, Online Marketing

The “Tip Of The Iceberg”

EGYPTAIR.com Web Site:

Who Keeps Its Content Fresh And Updated?

The EGYPTAIR.com Web Site Receives Content Updates From Existing EGYPTAIR Departments

Legal

Inflight

station

Corporate Strategy

Public Relations

Crisis Mgmt

Subsidiaries

EGYPTAIR Plus

Airport CS

City Ticket Offices

Training

Sales

Marketing

Outer Stations

Financial Reporting

These existing departments need to appoint a WebAdministrator as a single point of contactthat is the representativefor web issues on EGYPTAIR.com and provides other E-commerce stakeholders support and service.

EGYPTAIR.com Web Site

Each DepartmentIs A Content Owner!

Pricing

Publicity & Info

E-commerce

Examples Of Content Ownership Of TheEGYPTAIR.com Web Site Homepage

PricingPublicity & Info/Subsidiaries

Alliance Dept

Station

Overseas

Charter Dept

E-commerce

Network

Supplier Centered Customer Centered

Supplier chooses hours of operationSupplier always available; customer chooses

hours

Supplier chooses location of service Service delivered at customer location

Supplier delivers service Customer serves himself

Focus on supply chain Focus on customer needs

One to Many One to One

Source: G.Winfield Treese & Lawrence C.Stewart,

Transforming Customer Relationships

How to promote sales via website

EGYPTAIR office manager should use the online

as an additional channel for distribution

• Promote new services (check baggage before

travel)

• Promote local events

• Highlight the latest news for EGYPTAIR (new

aircraft type)

• Post any information to the local market such as

- schedule changes

- changes in baggage policy

- new offered frequency

- any irregularity

• Post any banners highlighting cooperation

between EGYPTAIR and local partners.

How to promote sales via website

• Add a new local card types to be used for

payment (keynet – Mada - alipay-…)

• Promote specific destinations (6th freedom)

• Promote specific class of service (Business class

offer)

• Promote sales via website during low season by

• Applying a New Policy can be in a form of

discounted fare / discount percent or a

private fare

• Apply online marketing campaigns in

cooperation with e-marketing DEPT to Get

more traffic during low seasons and more

convergence (more revenue)

• Use EGYPTAIR Social Media Channels in

cooperation with e-marketing DEPT any special

offers or new services

ATOsCTOs

Change res – Rerouting – Cancellation – Upgrade – Etc..

After sell service

Travel AgentsIBE

E-ticket

Call center ATO /CTO Travel agent

(Same process as any other distributions channel)

Number of allowed passenger in one booking is 7 excluding number of infantsTo avoid group booking as the common use case Is family booking.

Week search

If specific date is not available, system will search for 7 days ahead to cover all week flights.

3Days before date of travel ad 3 days after date of travel

No special cases bookingUM - Stretcher case need special handling for booking and formalities

Advance date Booking

Before 6 Hours of flight departure

New Bookings

EGYPTAIR online booking can only handle new bookings that are done directly online. If

you already have a ticket you have to check EGYPTAIT office or Call center

Wait List

EGYPTAIR online booking is unable to handle waitlist bookings online.

Payment

There is 2 Types of Payment on egyptair.com -Pay Now & -Pay By Fawry& Pay later option is only available in US website

General Booking Rules

Up sell / down sell.If specific class of service is not available, system will search for higher / lower classes of service available. otherwise the user receives an error message that the requested class of service is not available.

Total Number of EGYPTAIR website

34 website 7 Language

Special services allowed online

• Seat assignment • Choose Meal • Extra Baggage• Wheel Chair• Medical assistant

General Booking Rules