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How TWAI is changing the game in travel distribution with smart, innovative solutions
The following article was published by Future Travel Experience TWAI is a Gold Sponsor of APEX FTE EMEA / Ancillary & Retailing 2025. In this interview, Jim Hetzel, Vice President, Product Innovation and Strategy, TWAI, discusses changing the game in travel distribution, and more. TWAI is a Gold Sponsor of the co-located APEX FTE EMEA and Ancillary & Retailing events, taking place in Dublin […] Article originally published here: How TWAI is changing the game in travel distribution with smart, innovative solutions
The following article was published by Future Travel Experience
TWAI is a Gold Sponsor of APEX FTE EMEA / Ancillary & Retailing 2025. In this interview, Jim Hetzel, Vice President, Product Innovation and Strategy, TWAI, discusses changing the game in travel distribution, and more.
TWAI is a Gold Sponsor of the co-located APEX FTE EMEA and Ancillary & Retailing events, taking place in Dublin on 10-12 June 2025. In this interview, Jim Hetzel, Vice President, Product Innovation and Strategy, TWAI, discusses changing the game in travel distribution, and much more.
Register for APEX FTE EMEA and Ancillary & Retailing – one registration provides access to both events >>
See the APEX FTE EMEA / Ancillary & Retailing schedule at a glance >>
TWAI is all about changing the game in travel distribution. It helps airlines cut costs and increase their revenues with smart, innovative solutions that make connecting with customers easier than ever. “With advanced NDC solutions, powerful APIs, and user-friendly booking portals for consumers and agency partners, our platform makes retailing seamless,” says Hetzel. “The result? More share-of-cart, happier customers, and real growth for airlines.”
As a Gold Sponsor, TWAI is committed to driving meaningful discussions on the future of airline retailing. Its key objectives include: showcasing its latest solutions designed to reduce distribution costs and boost ancillary revenue; connecting with airlines, solution providers, and industry leaders to forge partnerships that redefine travel distribution; and sharing valuable insights and strategies to help attendees adapt to evolving traveller expectations while achieving higher profitability.
“We expect to leave attendees inspired, equipped with new ideas, and ready to implement innovative retailing practices within their organisations,” Hetzel explains.
TWAI will also be present on a Meeting Base at APEX FTE EMEA / Ancillary & Retailing, where it will be highlighting:
- Live demonstrations of TWAI’s comprehensive platform, including NDC, dynamic packaging, API integration, ancillary merchandising and mobile retailing capabilities.
- Personalised consultations to identify tailored solutions that address unique distribution challenges.
- An opportunity to preview real-world examples of how leading airlines can transform their retail strategies using TWAI’s tools.
“We’re making it a space for collaboration, insights, and hands-on exploration, providing attendees with impactful takeaways to elevate their distribution strategies,” says Hetzel.
The company is constantly evolving to meet the needs of its airline and other travel partners. Some of its latest developments include:
- Expanded Payment Ecosystem: Through its payment orchestration system TWAI has integrated more than 500 payment types, and multiple Payment Service Providers (PSPs), enabling seamless transactions for every market.
- Dynamic Order Management: TWAI’s new features streamline the post-booking process by integrating ancillaries and payments into a cohesive, customer-friendly experience.
- Mobile Retailing: TWAI is very excited about its latest development in mobile retailing, leveraging Progressive Web App (PWAs) technology to deliver fast, app-like experience, enhance SEO, provide off-line functionality and reduced development costs, all while bypassing app store limitations.
“These innovations reflect our commitment to helping airlines and other travel distributors stay ahead of market trends while creating meaningful value for their customers,” Hetzel shares.
TWAI’s dynamic packaging solutions are built to unlock new revenue streams for airlines while delivering personalised value to travellers. With TWAI’s platform, airlines can:
- Combine flights, hotels, car rentals, and experiences into single, appealing offers, driving up-sell opportunities.
- Leverage customer intention to deliver targeted bundles at the right time into the booking flow, increasing both relevance and conversion rates.
- Seamlessly integrate third-party content, allowing airlines to enrich their offerings without operational headaches.
“For example, one of our partner airlines implemented dynamic packaging on their IBE, leading to a 25% increase in ancillary revenue and improved cross-selling of hotel and holiday packages,” says Hetzel. “By focusing on customisation and scalability, we empower airlines and travel companies to meet travellers’ needs while optimising their bottom line.”
Payment orchestration is critical for ensuring a seamless customer experience and maximising conversions. Complex or fragmented payment flows can lead to cart abandonment and lost revenue. “TWAI’s integrated payment gateways simplify this by supporting over 500 payment types and multiple local Payment Service Providers (PSPs), covering diverse customer preferences with ease,” Hetzel explains. “Our solutions deliver secure, frictionless transactions while enabling airlines to integrate payment options directly into their sales channels and booking flow. This not only enhances traveller trust but also improves operational efficiency. With TWAI, airlines can meet market demands, reduce payment processing complexities, and drive smoother end-to-end retailing.”
APIs are transforming the way travel content is distributed, and they’re making things a whole lot easier for airlines. With the right APIs, airlines can distribute through multiple channels – like GDSs, OTAs, metasearch engines, and even direct customers – all from one platform. “At TWAI, our APIs bring together NDC, PSS, and third-party inventory to create a seamless, unified, and flexible distribution solution,” says Hetzel. “This means airlines can update content in real-time, offer personalised products, and get to market faster. For example, some of our airline partners have launched custom ancillaries and richer travel bundles without disrupting their current systems. Our goal? To make integrations simple, improve traveller experiences, and help businesses grow.”
Cloud-based solutions are changing the game for the travel industry. They can offer flexibility, better performance, and lower costs. With TWAI’s cloud-powered platform, airlines can easily scale up to handle busy seasons or sudden demand spikes without a hitch. “Plus, our platform ensures reliable service with minimal downtime and top-notch data security,” Hetzel adds.
Looking ahead, Hetzel is eager to participate at the co-located APEX FTE EMEA and Ancillary & Retailing events. “FTE events are always exciting because they’re all about innovation. They bring together industry leaders, disruptors, and visionaries to tackle challenges and explore new opportunities. The collaborative vibe at these events sparks fresh ideas and partnerships that really make a difference. This year, we’re especially excited to showcase TWAI’s latest advancements, connect with industry peers, and dive into evolving passenger trends. It’s the perfect chance to learn, share, and be part of the conversation while showing how TWAI is paving the way for the future of air travel distribution. We’re here to help you uncover new ways to transform your retailing approach and grow revenue. Visit us at APEX FTE EMEA to explore live demonstrations of our cutting-edge solutions or engage one-on-one with our team to discuss your unique distribution goals.” Register for APEX FTE EMEA and Ancillary & Retailing – one registration provides access to both events >> See the APEX FTE EMEA / Ancillary & Retailing schedule at a glance >>
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Article originally published here:
How TWAI is changing the game in travel distribution with smart, innovative solutions
