NP-RM-06 · Upgrade & Upsell Revenue Optimization

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Extract PNR data for upsell candidate pool	Revenue Management Analyst	Amadeus Altéa PSS	Confirmed bookings within 72-hour pre-departure window	Upsell candidate PNR list with cabin class, fare basis, and loyalty tier	Candidate pool coverage ≥95% of eligible bookings extracted	N	N
1.2	Score passengers using willingness-to-pay model	Revenue Optimisation Data Scientist	PROS RM	PNR list, historical upsell acceptance data, loyalty tier, booking channel	WTP score (0–100) and predicted upgrade revenue per passenger	WTP model accuracy ≥82% (lift vs. random baseline on holdout set)	N	N
1.3	Check premium cabin inventory for upgrade availability	Revenue Management Analyst	Amadeus Revenue Management (NRM / AltéaRM)	Flight departure date, cabin class inventory snapshot, current load factor by cabin	Available upgrade seats per cabin class per flight	Premium cabin upgrade seat availability query response time <2 sec	Y	N
1.4	Segment eligible passengers by WTP tier and route	Revenue Management Analyst	PROS RM	WTP scores, available upgrade inventory, route premium demand index	Prioritised upsell target list segmented into High / Medium / Low WTP tiers	High-WTP tier (score ≥70) constitutes ≥30% of total candidate pool	N	N
Phase 2 2.1	Generate dynamic upgrade offer price per passenger	Revenue Optimisation Analyst	PROS RM	WTP score, fare differential (booked fare vs. premium cabin fare), route load factor	Personalised upgrade offer price in local currency	Average upgrade offer price within 15% of O&D revenue maximisation model output	N	N
2.2	Apply ATPCO fare floor and ceiling constraints	Pricing Analyst	ATPCO	Generated offer price, filed fare rules (Rule 010 / 015), minimum fare differentials	Validated upgrade offer price compliant with ATPCO fare rules	100% of published upgrade offers compliant with ATPCO Cat 25 negotiated fare rules	Y	Y
2.3	Bundle ancillary services with upgrade offer	Ancillary Revenue Manager	NDC API Gateway	Validated upgrade price, ancillary catalogue (lounge, extra baggage, priority boarding)	Bundled upsell offer package with itemised ancillary pricing	Ancillary attach rate per upgrade offer ≥40% on applicable routes	N	Y
Phase 3 3.1	Publish upgrade offers via web check-in and mobile app	Digital Channel Manager	NDC API Gateway	Bundled upgrade offer packages, passenger contact details from Altéa PSS	Live upsell offer presented in web check-in and airline mobile app	Offer display latency <3 sec for ≥98% of web check-in sessions	N	Y
3.2	Send targeted upsell email and push notifications	CRM Campaign Manager	Amadeus Altéa PSS	Segmented passenger list with personalised offer price, departure T-48h and T-24h triggers	Email and push notification delivered with personalised upgrade CTA	Email open rate ≥28%; push notification click-through rate ≥12%	N	N
3.3	Display upgrade prompts at airport check-in and kiosk	Airport Check-in Agent	SITA Airport Management System (AMS)	Passenger check-in event, remaining upgrade inventory from AltéaRM	Upgrade upsell prompt displayed to agent and self-service kiosk	Airport upgrade conversion rate ≥8% of prompted passengers	Y	N
Phase 4 4.1	Process upgrade payment via preferred channel	Airport Check-in Agent / Passenger (self-service)	Amadeus Altéa PSS	Passenger acceptance of upgrade offer, payment card or loyalty points balance	Payment transaction record; EMD (Electronic Miscellaneous Document) issued	Payment processing success rate ≥98.5%; transaction time <10 sec	Y	Y
4.2	Reassign seat and update PNR cabin class	Revenue Management System (automated)	Amadeus Altéa PSS	Authorised payment confirmation, available premium cabin seat map	PNR updated with new cabin class, seat assignment, and fare basis code	PNR update latency <5 sec; zero duplicate seat assignment errors per 10,000 upgrades	N	Y
4.3	Provision premium cabin services and lounge access	Airport Operations Coordinator	SITA Airport Management System (AMS)	Updated PNR with premium cabin indicator, lounge contract entitlements	Lounge access pass issued; premium meal and amenity kit flagged for catering	Premium service provisioning lead time ≥45 min before departure for ≥95% of upgrades	N	Y
4.4	Send upgrade confirmation and boarding pass to passenger	Revenue Management System (automated)	Amadeus Altéa PSS	PNR update complete, new boarding pass data, passenger email / mobile	Updated boarding pass (mobile and printable) and upgrade confirmation email	Confirmation delivery within 60 sec of PNR update for ≥99% of upgrades	N	Y
Phase 5 5.1	Aggregate upsell revenue and conversion metrics	Revenue Analytics Analyst	AWS Redshift	EMD transaction records, PNR cabin upgrade events, offer impression logs	Daily upsell revenue report: impressions, conversions, revenue per upgrade, channel mix	Upsell revenue per available seat ≥$12 on applicable routes; daily report SLA <6h after day-end	N	N
5.2	Compare actuals vs. forecast upsell revenue targets	Revenue Management Manager	Tableau	Daily upsell revenue report, budgeted upsell revenue targets by route cluster	Variance report: actual vs. forecast with root-cause flags (pricing, inventory, channel)	Upsell revenue forecast accuracy within ±10% of actuals on rolling 7-day basis	Y	N
5.3	Recalibrate WTP model and pricing parameters	Revenue Optimisation Data Scientist	PROS RM	Variance report, offer acceptance/rejection data, competitor fare changes from OAG	Updated WTP model weights; revised pricing floor and ceiling parameters in PROS RM	WTP model recalibration cycle ≤7 days after conversion target miss; post-recalibration lift ≥5%	N	N

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Process Attributes

Identification

Process IDNP-RM-06

L1 DomainNetwork Planning & Scheduling

L2 ProcessRevenue Management

L3 NameUpgrade & Upsell Revenue Optimization

L4 Steps17 across 5 phases

Decision Gates5 (all with iteration loops)

Exceptions7 documented

Swim Lanes (Roles)

Revenue Management Analyst

Revenue Optimisation Data Scientist

Revenue Optimisation Analyst

Pricing Analyst

Ancillary Revenue Manager

Digital Channel Manager

CRM Campaign Manager

Airport Check-in Agent

Airport Check-in Agent / Passenger (self-service)

Revenue Management System (automated)

Airport Operations Coordinator

Revenue Analytics Analyst

Revenue Management Manager

Systems & Tools

Amadeus Altéa PSSPROS RMAmadeus Revenue Management (NRM / AltéaRM)ATPCONDC API GatewaySITA Airport Management System (AMS)AWS RedshiftTableau

Key Performance Indicators

Extract PNR data for upsell candidate poolCandidate pool coverage ≥95% of eligible bookings extracted

Score passengers using willingness-to-pay modelWTP model accuracy ≥82% (lift vs. random baseline on holdout set)

Check premium cabin inventory for upgrade availabilityPremium cabin upgrade seat availability query response time <2 sec

Segment eligible passengers by WTP tier and routeHigh-WTP tier (score ≥70) constitutes ≥30% of total candidate pool

Generate dynamic upgrade offer price per passengerAverage upgrade offer price within 15% of O&D revenue maximisation model output

Apply ATPCO fare floor and ceiling constraints100% of published upgrade offers compliant with ATPCO Cat 25 negotiated fare rules

Bundle ancillary services with upgrade offerAncillary attach rate per upgrade offer ≥40% on applicable routes

Publish upgrade offers via web check-in and mobile appOffer display latency <3 sec for ≥98% of web check-in sessions

Airline-Specific Risks & Pain Points

Altéa PNR data exports can lag up to 15 min during peak schedule periods, narrowing the actionable upsell window for close-in departures

PROS RM WTP models trained on pre-COVID data can overestimate premium-cabin demand for leisure-heavy route clusters; requires quarterly recalibration

Real-time seat availability from AltéaRM can conflict with GDS inventory counts when passive segments are not cancelled promptly, creating ghost-availability errors

Loyalty programme members in lower fare classes are frequently misclassified as low-WTP due to sparse ancillary purchase history in PROS RM

PROS RM dynamic pricing engine does not natively ingest competitor same-day premium fare data, requiring manual competitive adjustment for price-sensitive O&D markets

ATPCO Cat 25 rule interpretation varies across PSS implementations; non-compliant upgrade offers can trigger GDS mis-pricing alerts and require emergency fare recall

Inputs / Outputs

Primary InputConfirmed bookings within 72-hour pre-departure window

Primary OutputUpdated WTP model weights; revised pricing floor and ceiling parameters in PROS RM

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