Ryanair invests in NoSQL mobile platform to boost customer experience

Ryanair is upgrading its mobile reservation platform using Couchbase’s NoSQL database, allowing it to offer offline functionality to customers via its smartphone app.

The low-cost airline is in the process of a major rebrand as it seeks to shed the negative image of the brand held by some, and offer better, and more personalised, customer service. Part of this strategy has included investment in its popular mobile app, which had received one million downloads as of last year.

The airline carrier is now in the process of deploying Couchbase Mobile in order to enhance the functionality of its mobile app and offer services to customers that may be unable to access a connection - for instance, in mid-flight - or unwilling to pay roaming charges while abroad.

“We realised that some apps don’t travel well in that when you are abroad, some apps, especially travel apps, don’t perform as well as you like,” said Ryanair senior software engineer, Paul Sheridan.

“We want to give you access offline to reference data, such as station information, information about airports, some of our business rules, restrictions. We want to offer you relevant products and services because we know where you are travelling and when you are travelling and we want to allow you to make certain changes even on the day you are travelling.”

Upgrading reservation system

The new project is underpinned by the use of Couchbase Mobile. The platform involves three components: Couchbase Server, its typical NoSQL backend database, Couchbase Sync gateway to synchronise data between a mobile device and the cloud, and Couchbase Lite, an embedded NoSQL database which sits on a mobile device and provides data offline access.

The platform is connected to its existing reservation software system from Accenture-owned subsidiary Navitaire, housed in one of its three data centres.

He said that a decision was made against a complete replacement of the reservation system - with similar attempts made by Ryanair’s rivals failing to provide good value for money. “One of the options we may have toyed with was replacing the reservation system – which is what some of the competitors have done. But it is not just a reservation website – it has got far reaching implications for your business.

“[The mobile platform] needs to be totally independent of a flight reservation system or a hotel booking system, it needs to be centred on the user and users profiles.”

Sheridan added that, while the reservation system is “very good at putting people in seats”, when it comes to the overall traveller experience, it “is not very flexible.”

He told ComputerworldUK: “I won’t say we had issues with the previous system – the reservation system is very good at reserving seats for customers, checking them in, managing inventory and stuff like that. But with the new approach that Ryanair is taking, we want to be more customer-facing, and while it does support use profiles, it can’t support things like single sign-on."

1 2 Page 1
Page 1 of 2
Shop Tech Products at Amazon