Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System

The implementation concept of virtual intermediate, so called intelligent systems, to Business to Consumer (B2C) applications enhances the flexibility of B2C systems up to a certain level. This paper raises the question if the current intermediate systems are flexible enough? Current intelligent intermediate systems provide flexibility only in terms of general information, which could be more useful in taking decisions with respect to pre-sale flexibility. Actual replacement of human agent with a virtual intermediate system could be attainable in a post-sale flexibility scenario, if it is really supported in terms of ‘flexibility’. In this paper we propose how to deal post-sale flexibility in online airline reservation systems. This is achieved with the help of different scenarios related to customer service life cycle. This paper proposes incorporation of missing stages within the customer service life cycle, intended to enhance the functionality of existing systems.