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Elevating Airline Operations for a Major Airline through Rakuten’s Advanced Performance Monitoring

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Client Overview

A robust air transportation system that connects people, cultures, and regions. Their belief in creating a dependable and affordable airline motivates them to ensure everyone can relate to their service.

Problem Statement

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Critical challenges with application performance, particularly errors that affected the user experience in booking and digital wallet functionalities.

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Frequent errors during user interactions with their booking system adversely impacted digital wallet functionality.

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Aimed to closely monitor for failures in key areas: booking failures, check-in failures, payment processing issues, website timeouts, boarding pass errors, and eTicket download problems.

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These errors impacted not only customer experience but also transaction completion rates and overall system reliability.

Our Solution & Its Impact

Solution Implemented
  • Initial Diagnosis: Rakuten's SixthSense APM was used for a thorough analysis of error logs in the live environment, revealing issues affecting several endpoints.
  • Collaborative Troubleshooting: Worked closely with Akasa Air’s IT team to identify the specific causes of errors.
  • Strategic Solution Implementation:
    • Implemented immediate code changes to rectify error triggers.
    • Conducted rigorous testing and validation in UAT and pre-production to ensure the effectiveness of the solutions.
    • Continued post-deployment monitoring to ensure the stability of the solutions.
  • Ongoing Support and Monitoring: Rakuten committed to persistent monitoring and support to maintain optimal system operations.
Key Results
  • Reduced errors in the booking system and digital wallet functionalities by up to 50%.
  • Enhanced application response time from 480ms to 392ms.
  • Identified and resolved errors proactively, reducing the Mean Time to Resolution (MTTR) to approximately 2 hours.
  • Customers experienced seamless functionality when accessing bookings and using digital wallets, leading to increased satisfaction rates.
  • The resolution of these critical issues helped stabilize Akasa Air's booking system, ensuring consistent performance and reliability.
  • Rakuten's commitment to ongoing monitoring and support ensures that Akasa Air's systems continue to operate optimally, minimizing disruptions.