Implementation of E-ticketing Among International and Domestic Airlines in Somalia

Running Head: The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In
Somalia
THE POTENTIAL OF IMPLEMENTATION OF E-
TICKETING AMONG INTERNATION AND DOMESTIC
AIRLINES IN SOMALIA

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
Table of Contents
Chapter One.....................................................................................................................................3
Introduction..................................................................................................................................3
1.0 Introduction to Chapter......................................................................................................3
1.1 Background information of E-ticketing.............................................................................3
1.2 IT infrastructure of E-ticketing at Somalia........................................................................5
1.3 Staff training for simplifying deployment of E-ticketing for airlines................................6
1.4. Discussion on awareness of passengers............................................................................6
1.5 Benefits of E-ticketing for the airlines...............................................................................7
1.6 Conclusion.......................................................................................................................10
1.7 The Implementation of Ethiopian Airlines E-Ticketing..................................................10
1.8 Problem Statement...........................................................................................................11
1.9 Research objectives.........................................................................................................12
1.10 Research Questions........................................................................................................12
1.11 Significance of Study.....................................................................................................12
Reference list.................................................................................................................................14

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
Chapter One
Introduction
1.0 Introduction to Chapter
This chapter introduces this study and is divided into ten sections. The chapter presents
background information, IT Infrastructure of E-ticketing at Somalia, Staff training for
simplifying deployment of Electronic ticketing process for airlines, discussion on awareness of
passengers, Benefits of E-ticketing for the airlines, The Implementation of Ethiopian Airlines E-
Ticketing, problem statement, research objective, research questions, and significance of the
research.
This study is based on the potential of E-ticketing among international and domestic
Airlines in Somalia.
1.1 Background information of E-ticketing
Somalia is an African country, which is a federal republic. The country is surrounded by
Indian Ocean on east and south and Gulf of Aden on North. Kenya, Djibouti and Ethiopia are the
neighboring countries of Somalia. Overall area of the country is 637,700 square kilometers.
Mogadishu is the capital and biggest city of this country (Helmy, 2018).
After commencement of scheduled air transportation, distribution of tickets has occurred
either directly from airlines or through travel agency. In current situation, it is not essential for a
traveler to posses’ paper ticket for travelling. This is because e-tickets are offered by a large
number of carriers. From the beginning of flight service, passengers knew that only way of
achieving flight service is through airline ticket. This document gives assurance of the travel and
confirmation of booking. The public has found comfort in having the paper ticket which
confirms their travel by 100%. It was seen that in 1972, the first ticketing revolution started that

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
led to automation of this vital process (Iata.org, 2018). In that year, in Tokyo, the IATA billing
and settlement plan (BSP) got started. BSP is a system, which is designed for facilitating and
simplifying the processes of billing, selling and remitting of IATA certified passenger sales
agents (Iata.org, 2018). This system has led to savings of resources, which is required for billing.
In addition, this process has enhanced financial control through centralization. Thus, this process
has led to the birth of neutral paper ticket of IATA. This led to the IATA neutral paper ticket
being born. The IATA logo first appeared on the ticket cover that any travel agent could use to
ticket travel on almost every airline in the world. Later, simplification of the process occurred in
the next revolution, which occurred in 1983. Magnetic strip on the back side of the e-ticket led to
simplification of the process (Taneja, 2017). This facility has helped in storing all the ticket
information on the ticket digitally, which can be used later as a boarding pass. In the year of
2005, this company was at its peak and at that time they printed near about 285 million (both
versions) neutral paper tickets of IATA were printed. In the year of 2005, printing of near about
285 million neutral paper tickets of IATA were done. The first electronic ticket was issued in the
year of 1994. IATA adopted global e-ticketing standards by 1997. It was seen that trend of e-
tickets was low as only 19% of the total tickets in globe was electronic (Businessinsider.my,
2019). Today there are many airlines providing E-ticketing service in this modern age
The e-ticket, also referred to as electronic ticket is digital ticket equal to paper ticket. This
term is mainly related to tickers that are issued with airlines. Apart from that, e-ticketing for rail
or urban public is commonly indicates as transit pass or travel pass. This can be also utilized in
ticketing at entertainment industry. The electronic system of tickets is effective measures for
ticket entry, marketing and processing for Somalia’s companies in Airlines.

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
1.2 IT infrastructure of E-ticketing at Somalia
This comprise of systems and connectivity that is useful in implementation. The
infrastructures for supporting the operations of e-ticketing have been playing a vital role to
enhance the customer satisfaction for those services. The e-ticketing services are not so improved
in this country. Due to that, e-ticketing has not been integrated initially with other activities. This
lead to issues as customers’ needs extra support and service. This includes the issues and noting
the fact e-ticketing systems is undergoing significant modifications from the time of inception.
For assuring efficient and effective usage of e-tickets, Airlines at Somalia has maintained the
business to deploy network architectures for supporting the services of tickets (Díaz& Martín-
Consuegra, 2016). The infrastructures are important to generate any comprehensive systems at
the same time addressing customer needs. This is while generating supports required in
streamlining various activities at the airlines. Despite the infrastructure of supporting the e-
ticketing, the airlines must use the services to gain reduction of costs and developed customer
satisfactions (Williams & Rhoades, 2017). Apart from that, the significance of infrastructure for
the systems of e-ticketing must be reviewed further who noted the myriad measures how that
affects organizational outcomes and customers. In respect to implications of infrastructure of e-
ticketing for the customers, the significance of accuracy and availability of the service can be
noticed. The infrastructure that is been utilized by the Airlines must have the implications for the
capability of customers in using systems an assuring accuracy while purchasing tickets
(Abdullah & Kadhim, 2016). Here, for them the infrastructure has been delivering continuity of
business and provides capability to decrease the risks and develop different operational

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
functionality. In this way development of infrastructure issues e-ticketing services should be
considered carefully
1.3 Staff training for simplifying deployment of E-ticketing for airlines
It must be reminded that satisfaction of customers is the main goal. Firstly, the interaction
between flight attendant and passengers could find out whether the customers have been feeling
to be comfortable as the flight goes on. Here, the cabin crew, as such plays a vital role. It is their
conduct that can shape the customer loyalty and customer satisfaction. It indicates the services to
be provided at the cabin with direct impact for the finial success of the airlines (Nipa,
Rouhanizadeh & Kermanshachi, 2019). It is essential to have professional and methodological
courses of training for increasing skills of staffs. This can help them to become professional able
to meet the demanding issues. The benefit lies while carrying out and designing training courses.
They draw active attendants of flight and the different senior cabin crew members with long
experienced and well-trained instructors. Various distinct methods of training could be
implemented in the courses that range from instruction of classic classroom towards practical
exercises in dummies for instructional e-learning, films, interactive contents of mobile and
virtual reality. Apart from that individual needs should be included as the service training to the
courses is concerned with offering of customized training program (Kuhil&Temesgen, 2019).
Lastly, there should be comprehensive service training. While finishing the course of service
training, the flying cabin employees are seen to be evolving to service providers who are
customer-oriented. That can be for duties in air or over ground one concentrate on every aspect
of the services and place the finishing touches on the airline’s cabin crew. The courses of
training are also appropriate for the one who returns to their job after any time off or to introduce
the staffs to distinct kind of aircraft (Chong & Law, 2019).

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
1.4. Discussion on awareness of passengers
Awareness among passengers regarding e-tickets can be increased by encouraging them
by describing how the process of e-ticketing could help to decrease costs and return on
investment. For this a research is one on the airlines of Somalia to determine critical dominant
cases and primary investigators affecting the usage and lack of use of e-ticketing by airlines of
Somalia. This research has made use of the descriptive Theory and Critical Incident Technique.
Descriptive theory is required when very less information is available about a subject matter.
This is to determine factors affecting the dissatisfaction of travelers to use e-ticketing. Here, for
the research empirical data are collected with interviews through utilizing various open end type
questions. In that case out of 100 interviews having random selection of passengers, 15
interviews have been deemed to be invalid (Hanke, 2016). Here, the empirical outcomes have
shown the necessity to raising consciousness about the advantages and efficacy of e-ticketing.
Again, there are many other passengers who are unable to conceive probability to travel despite
any usage of e-ticketing. This is given the fact that previously they have been spending more
time to search the suitable agent, intended destination and then purchase the complexities to
make changes, confirmation and reservation. Otherwise they need to carry lots of cash for buying
tickers that increases concerns of insecurity. This research has been limited only within the
demonstration of critical happenings that occurred in Airlines at Somalia (Harjanti, 2017). Most
of those respondents have been largely educated having large status of income. There, the
characteristics have generated bias and containing the capability to extrapolate from those
findings. However, the research has served as the point of in-detailed assessment and
demonstration of e-ticketing behavior at the airlines of Somalia (Reshidi, 2016).
1.5 Benefits of E-ticketing for the airlines

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
For issuing the e-tickets, the airlines should have the database integrate with the
passenger service system of airline. This is then linked to every other partner, the airports,
airlines, travel agencies, ground transportation like sharing the real time data. For booking
themselves over the flight, travelers must visit any sites of Web-based ticketing. There they can
witness the scopes present and utilize the debit and credit card for paying for the tickets. As the
orders, the e-record of ticket goes to airline databases that hold spot of passengers. Further, the e-
tickets have replaced virtually the conventional paper tickets at most of airlines and airports of
the world. There is the benefit for investment (Holloway, 2017). This can be understood from the
instance that an airline at Somalia has been representing 95% of air traffic internationally. This is
estimated that air carriers across the world are able to gain 90% of penetration of e-tickers till
2020. At airlines of USA the sure has estimated about 97& of penetration. Here, the aim of the
association is to have total 100% of e-ticketing that is utilized through every air carriers across
the world till 2021. However, there are many exerts stating that few airlines has been continuing
the issuing smaller amount of the paper tickets (Barnes, 2017).
E-tickets provide various benefits for airlines and travels that also involves convenience,
cost, flexibility and security. Simultaneously, this has been also providing standard assurances of
conventional paper ticket like choice of seating, options of travel time and other flexibilities. The
travelers leaving the ticket at office and unlike him, the e-tickets are impossible to lose due to the
fact they stay under the network of computer database. Due to that, they are complicated to steal
also. The passengers have been typically printing the copies of e-tickers that also involves the
conformation of e-mails, other documents and itineraries (Brochado et al. 2019). Here, the
documents can be replaced by taking them out from the system repeatedly. The person who is
having proper authorized identity can be able to access e-ticket properly. Having the old paper

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
tickets, the passengers loosing and forgetting them can get charged of the fees regarding airlines
for making the new ones. At many cases, the passengers are needed to buy the new tickets with
full-price. Here, e-tickers has been providing different benefit. The passengers might also find
that simpler to undertake changes for travelling the itinerary usage of e-ticketing. This happens
as the airline or travel agency require the updates of database with changes that are requested
instead of incurring cost of physical issue of new tickets. Thus dealing with the e-tickets are been
less expensive that the airlines. The industry is able to save billions of dollars yearly because
they use e tickets, which helps them to save costs. Moreover, they are able to provide much more
competitive fare to the customers. In addition to this, tickets are processed and booked on time
that increases satisfaction of passengers and save labor cost and time. Thus it improves future
sales (Parlar, Rodrigues & Sharafali, 2018).
Next, the cost of airlines can also be reduced. As the sale is done, the airlines at Somalia
can simply track down their passengers in informing about itinerary adjustments, various
cancellation and additional changes during last minute. The airlines have been plugging to the
rise in amount of systems that the travelers utilize for managing and communicating their lives.
Passengers who are having e-tickets are able to achieve all necessary information about
cancellation, delays through the text messages and emails. These messages are generally sent to
homes, business machines or personal data assistance like mobile phones and palm pilot. This
also includes the pagers and little portable assimilation of systems handling numerous
communication activities and data management like BlackBerry (Sunday & Aliyu, 2016).
Further, for the different harried travelers of business, it is particularly convenient. Thus it
generates real-time updates on travelling arrangements despite sowing them less. Apart from
that, the airlines can also utilize systems for alerting travelers in specializing promotions or

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
discounts probably saving money. In short, the e-tickets permit the airlines to utilize strength of
the current day e-culture. This is beneficial at individual level and benefits of passengers. Usage
of e-tickets frequently gets passengers across the gate and on plane faster having less hassle than
any sort of paper ticker. This is as the airlines are encouraging passengers to utilize e-tickets.
Ultimately, usage of e-tickets is much more effective and environmentally friendly measure
(Hammoud, Tawfik & Fahmy, 2018).
1.6 Conclusion
From the above discussion, it can be concluded that passengers prefers checking their
tickets on internet 24 before the flight. They can check the details through internet by entering
ticket numbers, which can be obtained from the receipt of e-ticket. Checking can be done on the
official website of the concerned airlines. Boarding passes can be printed because printable
copies are generally sent through email. The scannable copies can be kept for necessity at the
time of boarding. In addition, checking the online tickets helps passengers to save time and they
cannot have to stand on the line. Passengers can straight go to the line of “bag drop” for checking
their luggage.
1.7 The Implementation of Ethiopian Airlines E-Ticketing
Airline A is Ethiopian Airlines (EAL), which is an Ethiopia flag carrier and it is entirely
owned by the government of the country. This Airline was established on 21 December 1945.
EAL is one the top airlines of Africa and one of the most profit-making organizations in
Ethiopia. Ethiopia airlines is presently running their flights in 125 destinations (Passengers) and
44 (Cargo) throughout different continents including Africa, Europe, Asia, Oceania & America.
Tewelde Hailemariam the CEO of EAL (SelamtaMegazine, 2018) said that, in the year 2018,
Ethiopian airlines have served to more than 10 million passengers. This organization has started

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running business in 8 new international destinations and they have got 4 SKYTRAX Customer
service certification. Recently, they have exceeded 100th aircraft successfully. Additionally, this
company has introduced approximately 14 brand new aircraft. EAL is known for familiarizing
advanced technologies. They train their employees regularly & allow their customers to get
services through new technologies that are adapted for the benefit of the airline company to
reduce overheard and gaining plentiful closer access to the target customers.
At the end 200G (ibid), this company terminated their business agreement with SITA.
After that, the management decided to enter into an agreement with Saber soft airlines solution
and started E-ticketing process for customers in 2006. EAL has developed and launched their
user-friendly mobile application (Android & IOS) to help clients to book tickets online. They
have ensured that it can be done through their official website as well. The check-in process can
also be done easily online and it has helped EAL to remain competitive. This new approach of
this company is allowing people to book air-tickets at any time from any place within their
comfort zone. On the other hand, the partnership of EAL with different banks has made the
online payment system easy and reliable. Moreover, passengers are getting boarding pass and
checking-in without standing on the queue at the terminal for a long time.
1.8 Problem Statement
E-ticketing can be considered as a suitable process of replacing the traditional paper
tickets. From the beginning of the transport system, paper tickets are being dispatched and it is
increasing the cost of travelling. On the other hand, Taneja (2017) have mentioned that e-
ticketing can help the transport system to become eco-friendly. However, it is difficult to
implement the process of E-ticketing suddenly. It requires proper planning and research. Lack of
awareness regarding this topic in people, is the main barrier of implementing this service

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
process. Due to this reason, lack of initiation can be found in Airline industry of Somalia to
implement E-ticketing. It is important to aware stakeholders of this industry to take initiative of
implementing E-ticketing (Businessinsider.my, 2019). Factors that affect this process need to be
understood and managed properly. This initiative can help the Airline industry of Somalia to
reduce the cost of paper ticket and become eco-friendly.
1.9 Research objectives
The broad objective of this research is to identify the possibility implementation of E-
ticketing among international and domestic airlines in Somalia.
The specific objectives are:
 To critically evaluate the potential implementation of E-ticketing service on airlines
in Somalia
 To thoroughly investigate factors affecting the implementation of E-ticketing service
in Somalia
 To Suggest ways of implementing E-ticketing and its potential benefits
1.10 Research Questions
1. What is the best way to initiate E-ticketing service in Somalia?
2. Which are the main factors that affect implementation of E-ticketing service in Somalia?
3. What are the best ways in which E- ticketing can be implement?
1.11 Significance of Study
E-ticketing is helping the airline industry to comply with the trend of using internet for
booking flights in people. Most of the young generation, along with people from older generation
as well prefers the concept of e-ticketing and it is important to make others aware about the
benefits of E-ticketing. This paper is focusing on different factors that are influencing the

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The Potential Of Implementation of E-Ticketing among Internation and Domestic Airlines In Somalia
implementation of e-ticketing. Additionally, the benefits associated with the concept of E-
ticketing are being discussed in this project. The outcome of this study can help the Airline
industry to focus on the E-ticketing service for satisfying needs of customers of this modern age.
On the other hand, this study may help people to understand the needs of using digital
technology in travelling.

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Reference list
Businessinsider.my (2019), 17 ways flying has changed over the last decade, Retrieved on 2nd
march 2020 from:https://www.businessinsider.my/how-air-travel-flying-has-changed-
2010s-2019-12
https://www.iata.org/en/services/finance/bsp/
Iata.org (2018), Billing and Settlement Plan (BSP, Retrieved on 2nd march 2020 from:
Iata.org (2018), Industry Bids Farewell to Paper Ticket, Retrieved on 2nd march 2020 from:
https://www.iata.org/en/pressroom/pr/2008-31-05-01/
Taneja, N. K. (2017). Driving airline business strategies through emerging technology.
Routledge.