The Study And Implementation Of An Airline Passenger Relationship Management System Based On SOA

As the homogenization of airlines products, the competition between airlines is getting from price to customers and services. This makes passenger relationship management getting increasingly important in airlines information management. And at the same time, the rapid informationization in civil aviation industry and the development of enterprise merge made so many heterogeneous networks, software/hardware platform and business application system. How to build a sound platform for passenger service by the advanced information technology has become an increasingly urgent work to main airlines. The platform should integrate variety of heterogeneous business applications to upgrade the airline's services and management, and provide customized service to passenger.The paper shows a service-oriented passenger relationship management business model by analyzing and researching the airlines business in an actual project. This model based on Airlines Business Enterprise Service Bus and covered the services both on air and on aground. The design and implementation of SOA-based airlines passenger relationship management system is going to be analyzed in the paper. The system has been trial operation in China Eastern Airlines.First, the paper introduces the related business and technologies like the Customer Relationship Management, Service Oriented Architecture, Enterprise Service Bus and Web Service. Then, it put forward a Service-Oriented business model for Passenger Relationship Management and a Bus-based business integrate model after analyzed the airline's CRM and FFP. Finally, expounded the design and implementation of an airlines PRMS base on SOA. The architecture of PRMS includes Airlines Business Enterprise Service Bus, Service Interface Subsystem, On Air Passenger Service Subsystem and On Ground Passenger Service Subsystem. The PRMS integrates Inventory Control System, Departure Control System, Revenue Accounting System, Frequent Flyer Program System, Airlines Operation Control System, E-business System, VIP management system, data center and Call Center by the customized adapters.Innovations in this article are as follows:1,Proposed a service-oriented passenger relationship management business model based on Airlines Business Enterprise Service Bus, which not only includes on air services but also on ground services.2,Proposed a SOA-based solutions to achieves a real integration of various heterogeneous systems by the Airline Business Enterprise Service Bus and customized adapters.3,The prototype system which gives an efficient solution to integrate with relative systems has been carried into trial operation in China Eastern Airlines and running well.