Turkish Technology's General Manager, Dr. Kerem Kızıltunç, known for leading significant projects and adding value to our company through his management style, recently conducted an extensive interview with Future Travel Experience Magazine.
Turkish Airlines is mapping out its digital course to achieve a position in the global top 3.
Turkish Airlines (THY) aims to be one of the top 3 global airlines in digital passenger experience by 2033. Dr. Kerem Kızıltunç, Deputy General Manager of Turkish Airlines Information Technologies, is leading this ambitious transformation. He also oversees Turkish Technology, the airline's innovation center. In an interview with Future Travel Experience at Turkish Technology's headquarters in Istanbul, Kızıltunç elaborates on a strategy that involves fintech, Artificial Intelligence (AI), biometrics, and a complete digital experience for passengers.
Recognized as a '2024 APEX World Class Airline', THY is always updating itself. With nearly a century of history and ongoing increase in passenger numbers, the airline's 100th-anniversary vision aims to provide a personalized digital experience at every interaction point.
"Our strategic goal is to be among the top 3 airlines globally in digital experience through innovative projects," says Mr Kızıltunç, Deputy General Manager of Information Technologies at Turkish Airlines.
One of the most important focal points of THE in this journey is to adopt a different technology approach for the new airline brand; to bring flexibility to its 24/7 operation to support the growth and transformation of the airline and its low-cost carrier AJet. THY's digital strategy focuses on building operational flexibility and enhancing the customer experience. One example is the recent launch of TK Wallet, a feature on 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, plays a crucial role in this transformation. With over 1,500 employees, the company concentrates on delivering advanced IT services and leading research and development in artificial intelligence, analytics, fintech, and cybersecurity.
Emphasizing the collaborative nature of Turkish Technology, Mr. Kızıltunç stated: "We operate two airlines with distinct business models, providing us with valuable insights into meeting diverse customer needs and optimizing operations." This collaborative approach extends to partnerships with industry specialists, exemplified by the advanced Air Cargo Revenue Management System created in collaboration with ICRON and Invent.
Investing in biometrics for a seamless passenger journey
Turkish Airlines is investing in biometrics to simplify and make the passenger journey contactless. Trials with the Star Alliance Biometrics system and IATA's One ID show the airline's dedication to innovative passenger experiences. The airline is also updating its Passenger Service System (TROYA) to comply with IATA's ONE Order standard, aiming to unify customer records and enhance operational efficiency.
Data, analytics, artificial intelligence and automation: the future of travel
Data, analytics, and artificial intelligence play a central role in Turkish Airlines' digital transformation. Kızıltunç emphasizes the potential in personalized marketing campaigns, revenue management, dynamic pricing, and AI-driven customer support.
The airline acknowledges the potential benefits of using robotics and automation for tasks like baggage handling and aircraft maintenance. Kızıltunç highlights the significance of automation complementing human interaction instead of replacing it.
Sector leadership
In addition to his position at Turkish Airlines and Turkish Technology, Mr. Kiziltunc also chairs IATA's Digital Transformation Advisory Council, showing his dedication to advancing the industry overall.
Turkish Airlines has a detailed and future-oriented digital strategy aimed at becoming one of the top 3 global airlines in terms of digital passenger experience.
