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

Author

Listed:
  • Zhicheng Gong
  • Hao Wang
  • Qiangqiang Nie
  • Zhenhua Zhang
  • Quanwu Xiao

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.

Suggested Citation

  • Zhicheng Gong & Hao Wang & Qiangqiang Nie & Zhenhua Zhang & Quanwu Xiao, 2023. "The personalized recommendation for OTA flight cancellation and change services during the pandemic," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 22(2), pages 157-165, April.
    • Handle: RePEc:pal:jorapm:v:22:y:2023:i:2:d:10.1057_s41272-022-00403-9
    DOI: 10.1057/s41272-022-00403-9
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