March 2, 2024

“Our success hinges on continuously empowering our clients to thrive in a competitive market”

ITB Berlin News spoke with Afra Wang, COO and Co-founder of next-generation flight ticket seller and aggregator UNIFIFI Group

Having successfully weathered the pandemic, Unififi Group has carved a niche for itself, unlocking modern service value with its all-in-one flight booking and fulfillment services. Afra Wang shares her insights into the group’s unique approach to redefining modern service within the flight supply chain.

What sets UNIFIFI apart in a market full of ticket suppliers, aggregators, and marketplaces?
Even though there are lots of players in the market, travel merchants still face more intensified pain points, especially in shopping and post-sales services, exacerbated by the rising expectations of digital-savvy travelers. These challenges stem from fragmented supplies, different time zones, and discrepancies in B2B service standards. UNIFIFI’s integrated service approach acknowledges the industry’s experience-driven nature, relying on service transformation. Unififi Cloud is our way-of-serve, which facilitates seamless connections between airlines and merchants, fostering a harmonious service ecosystem where customer, airline, and agent success are interconnected.

Our success hinges on continuously empowering our clients to thrive in a competitive market.

Can you provide some specific examples?
Delivering seamless flight shopping and after-sales service is easier said than done. Our hybrid seller & aggregator capabilities aim to create extra value benefits for all. For instance, we collaborate with airline partners, including those using NDC or API modern retailing, to facilitate dynamic pricing and diversify sales channels. We also continuously improve our services by addressing post-sales and pre-departure issues, empowering merchant customers to reach us anytime for efficient issue resolution. For example, we also offer a robust risk monitoring system to keep our clients informed about flight changes and automatically verify ticket statuses. We currently in development of new features like insight tools and frequent flyer management to further empower travel businesses in serving their end customers effectively.

What are some of the key challenges for the group and how does Unififi measure its success?
Travel merchants face the challenge of adapting to new opportunities quickly and effectively, particularly as traveler demands become more diverse and advanced due to digitalization. Passengers expect always-on and transparent omni-channel services, while airlines are evolving their product portfolios and retailing capabilities. In 2023, our company experienced the most rapid growth, particularly in our API-driven OTAs serving digital native travelers and specialized travel agencies handling complex itineraries. Our success relies on empowering our clients to thrive in their competitive markets.

What will Unififi’s focus be in 2024?
In 2023, we achieved 250% year-on-year segment growth, nearly tripling our pre-pandemic records. As an independent company, we aim to delve deeper and tirelessly address clients’ genuine challenges. We envision ourselves as modern “agents” with global scale and hybrid capabilities. Our goal is to build the best product experience for the travel industry and collaborate with existing and new travel merchants seeking enhanced service value to drive flight business growth.

Hall 5.1, Stand 135
"Our success hinges on continuously empowering our clients to thrive in a competitive market"