Imperva Case Studies Scoot Airlines Enhances Passenger Experience with IoT

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	Scoot Airlines Enhances Passenger Experience with IoT Imperva

Scoot Airlines Enhances Passenger Experience with IoT

Imperva

Technology Category	Analytics & Modeling - Machine Learning Analytics & Modeling - Robotic Process Automation (RPA)
Applicable Industries	Aerospace Equipment & Machinery
Use Cases	Chatbots Traffic Monitoring
Services	Data Science Services System Integration
Challenge	Scoot Airlines, a low-cost arm of the Singapore Airlines Group, was facing a significant challenge with bad bots abusing their booking engine. Unauthorized OTAs, competitors, and meta search sites were using sophisticated web scraping bots to exploit the business logic of Scoot’s booking engine. This led to skewed look-to-book ratios and site slowdowns. The bot traffic was also depriving legitimate customers of the opportunity to book air travel on Scoot’s website. Furthermore, Scoot was dealing with a high volume of traffic due to novice software development practices at its travel partners. The bot traffic was causing slowdowns across passenger-facing systems, including flight check-ins, which could trigger delays in departure times. The bot incidents were also impacting staff resources across multiple departments. Read More
About Customer	Scoot Airlines is the low-cost arm of the Singapore Airlines Group. It has carried over fifty million guests to 63 destinations across 17 countries. Scoot was voted 2015, 2016 and 2017 Best Low Cost Airline (Asia/ Pacific) by AirlineRatings.com and ranked in the Top 10 of the World’s Best Low-Cost Airlines in 2015 by Skytrax. Scoot uses Navitaire’s hosted passenger service system, an end-to-end passenger experience that starts with buying a ticket to getting a seat change, a boarding pass, all the way to tracking who’s sitting in each seat on the actual flight. Read More
Solution	Scoot Airlines turned to Imperva Bot Management to address the bot traffic issue. Imperva was chosen over other solutions like Akamai Bot Manager due to its proactive approach to stopping bots and its experienced analyst team. The deployment of Imperva on AWS took less than two weeks, including matching it to the company’s AWS footprint. Imperva’s machine learning capabilities were used to fight the bots in a way that Scoot’s team could not keep up with. The next phase of the solution involved working with Imperva to block bots from scraping their partners’ sites via their API and block bots using their mobile app emulating mobile devices. As Scoot introduced its frequent flyer loyalty program, they used Imperva to take precautions against bad actors trying to hack their login page. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Analytics & Modeling - Robotic Process Automation (RPA)

Applicable Industries

Aerospace

Equipment & Machinery

Use Cases

Chatbots

Traffic Monitoring

Services

Data Science Services

System Integration

Challenge

Scoot Airlines, a low-cost arm of the Singapore Airlines Group, was facing a significant challenge with bad bots abusing their booking engine. Unauthorized OTAs, competitors, and meta search sites were using sophisticated web scraping bots to exploit the business logic of Scoot’s booking engine. This led to skewed look-to-book ratios and site slowdowns. The bot traffic was also depriving legitimate customers of the opportunity to book air travel on Scoot’s website. Furthermore, Scoot was dealing with a high volume of traffic due to novice software development practices at its travel partners. The bot traffic was causing slowdowns across passenger-facing systems, including flight check-ins, which could trigger delays in departure times. The bot incidents were also impacting staff resources across multiple departments.

About Customer

Scoot Airlines is the low-cost arm of the Singapore Airlines Group. It has carried over fifty million guests to 63 destinations across 17 countries. Scoot was voted 2015, 2016 and 2017 Best Low Cost Airline (Asia/ Pacific) by AirlineRatings.com and ranked in the Top 10 of the World’s Best Low-Cost Airlines in 2015 by Skytrax. Scoot uses Navitaire’s hosted passenger service system, an end-to-end passenger experience that starts with buying a ticket to getting a seat change, a boarding pass, all the way to tracking who’s sitting in each seat on the actual flight.

Solution

Scoot Airlines turned to Imperva Bot Management to address the bot traffic issue. Imperva was chosen over other solutions like Akamai Bot Manager due to its proactive approach to stopping bots and its experienced analyst team. The deployment of Imperva on AWS took less than two weeks, including matching it to the company’s AWS footprint. Imperva’s machine learning capabilities were used to fight the bots in a way that Scoot’s team could not keep up with. The next phase of the solution involved working with Imperva to block bots from scraping their partners’ sites via their API and block bots using their mobile app emulating mobile devices. As Scoot introduced its frequent flyer loyalty program, they used Imperva to take precautions against bad actors trying to hack their login page.

Impact #1	The implementation of Imperva Bot Management resulted in a significant improvement in Scoot Airlines' operations. The airline saw a substantial reduction in the number of bad bots and screen scrapers, which led to a decrease in the look-to-book ratio. The time spent monitoring and managing unwanted IPs was greatly reduced, leading to increased revenue from the website in a more cost-effective way. The site visitors experienced an 80% faster response time, leading to more bookings and fewer passenger complaints. The airline is also now able to protect the APIs that power its website and mobile app, and prevent account takeover and safeguard its frequent flyer program.

Impact #1

The implementation of Imperva Bot Management resulted in a significant improvement in Scoot Airlines' operations. The airline saw a substantial reduction in the number of bad bots and screen scrapers, which led to a decrease in the look-to-book ratio. The time spent monitoring and managing unwanted IPs was greatly reduced, leading to increased revenue from the website in a more cost-effective way. The site visitors experienced an 80% faster response time, leading to more bookings and fewer passenger complaints. The airline is also now able to protect the APIs that power its website and mobile app, and prevent account takeover and safeguard its frequent flyer program.

Benefit #1	30% more bad bots stopped
Benefit #2	80% faster response times
Benefit #3	Reduction in the number of screen scrapers

Benefit #1

30% more bad bots stopped

Benefit #2

80% faster response times

Benefit #3

Reduction in the number of screen scrapers

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Overview

Scoot Airlines Enhances Passenger Experience with IoT

Operational Impact

Quantitative Benefit