Cape Air & ITA by Google — Making History & Delighting Travelers
On Friday evening, February 24, 2012, Cape Air employees took a leap into the future — launching a brand new airline passenger service and reservations platform — and taking their place on the pages of history.
Cape Air is one of the largest independent regional airlines in the United States, carrying 650,000 passengers annually to more than 40 destinations. They make 850 non-stop daily flights and 130,000 flights each year. They’re entrepreneurial, agile, and have all the sophisticated needs of large network carriers — codeshares, interline agreements, domestic and international markets, and distribution through multiple channels — making them the ideal launch partner.
In a matter of hours the Cape Air and ITA by Google teams switched from the old reservations system to ITA’s new airline platform. They turned off Cape’s old system, put a closed notice on the passenger website, halted all communications with Cape partners and brought up ITA’s new platform. With the flip of a switch they reestablished all links with Cape Air partners, migrated the last bits of customer data and made sure the Cape Air websites and airport stations were open for business. Cape’s first flights departed on time Saturday morning.
The new airline platform was built entirely from scratch using modern, modular, scalable technologies. It contains all the components a passenger airline needs to run their business: reservations, ticketing, inventory control, schedules, reaccommodation, departure control, payment processing, customer communications, messaging to partner airlines and distribution partners, airport checkin and boarding, and more.
Immediately, the new platform allowed Cape Air customers to effortlessly shop for one-way, round-trip and multi-city flights and fares — online and anywhere in the Cape Air network. Self-service tools made it fast and easy for customers to change their itineraries online. And, a suite of flexible reservation and departure control features ensured the booking flow and passenger boarding process ran smoothly — for both customers and Cape Air agents.
We look forward to the next big wave of success that the Cape Air and ITA by Google teams will achieve.
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"It was about the smoothest technology roll out I've ever seen. It went so smoothly that customers probably didn't even notice."
Dan Wolf
Founder & CEO, Cape Air
"The platform from ITA Software by Google allowed our workers to be easily trained within days, not weeks. Its design allowed us to tailor the setup to our needs."
Lisa Kiele
Vice President,Cape Air
About Cape Air
Cape Air is one of the largest independent regional airlines in the United States annually flying over 650,000 passengers to destinations around the world including New England, New York, the Caribbean, Florida, the Mid-Atlantic, the Midwest and Micronesia. With a fleet of sixty-six Cessna 402s and two ATR-42s, the employee-owned company operates up to 650 flights per day. Based in Hyannis, Massachusetts, Cape Air also operates flights under the Nantucket Airlines brand. Cape Air is a codeshare partner with United Airlines in the Caribbean and American Airlines in the Midwest. In Micronesia Cape Air operates as United Express. Cape Air also has ticket and baggage agreements with most major airlines. Cape Air’s unique brand of customer service, MOCHA HAGoTDI,* has earned the airline accolades as ‘Best Airline’ on Nantucket, Martha’s Vineyard and in the United States Virgin Islands..
> www.capeair.com
Airline Passenger Service & Reservations Platform Brochure
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