Leading Middle East–Based Airline Enhances Loyalty Experience through Coforge’s Cash Plus Miles Solution

Challenges

• Limited Redemption Flexibility: Loyalty members could not previously combine miles and cash payments for tickets and ancillaries.
• Complex Integration Needs: Required seamless integration with existing loyalty, payment, and booking systems across web and mobile platforms.
• Real-Time Accuracy: Needed real-time validation for miles conversion, redemption, and reversals across multiple transaction flows.
• Compliance and Taxation: The solution had to meet payment gateway, taxation, and fare rules compliance standards.
• Omnichannel Rollout: Deployment had to support multiple channels (web, mobile web, and apps) under unified user experience.

Solution

Coforge delivered a comprehensive Cash Plus Miles solution across the airline’s web and mobile channels, enabling members to seamlessly redeem miles for flight bookings and ancillaries.

Key Features and Functionalities:

• Miles Conversion: Applied best conversion rates (standard, benefit, or offer) for accurate miles-to-cash calculations.
• Configurable Flexibility: Enabled Form of Payment (FOP) configuration based on Point of Sale (POS) and product type.
• Dynamic Selection & Transparency: Allowed users to select miles to redeem with a clear cash-and-miles price breakdown for flights and add-ons.
• Redemption Flow Integration: Leveraged backend services for real-time conversion, redemption, and reversals.
• Tax & Payment Handling: Configured taxes to be paid in cash, while miles applied only to base fares and eligible ancillaries.
• Ancillary Add-Ons Post Booking: Enabled users to add seats, baggage, or lounge access using miles even after ticket purchase.
• Secure and Compliant Payments: Integrated with the airline’s payment gateway to ensure safe, PCI-compliant transactions.
• Automated Confirmation: Displayed detailed breakdowns on confirmation screens and sent automated confirmation and CNC emails.

Agile Delivery Model:

• Adopted the SAFe Agile framework with PI planning and six sprints for phased development.
• Dedicated scrum teams worked in parallel under a joint Airline–Coforge collaboration model guided by product owners.
• Phased rollout began with CPM integration on web and mobile, in alignment with loyalty service systems.

The Impact

Enhanced Loyalty Experience: Enabled members to redeem miles flexibly for flights and ancillaries, increasing engagement and satisfaction.

Revenue Uplift: Drove incremental revenue through mixed-payment transactions and post-booking ancillary purchases.

Faster Time-to-Market: Agile development and parallel team collaboration ensured rapid delivery and phased rollout across channels.

Improved Transparency & Control: Delivered a real-time redemption experience with accurate fare breakdowns, compliant taxation, and secure payments.

Future-Ready Platform: Established a scalable, omnichannel loyalty foundation to support upcoming loyalty innovations and regional expansion.