Introduction to Break | iCoupon Global

Transcript

Viktoriya Soubra:Good morning. First of all, thank you to CAPA team for invitation. It is a real pleasure to be here on behalf— in beautiful Hokkaido, Japan, to have the opportunity to spend time with so many leaders and experts from across aviation industry. My name is Viktoriya Soubra. I'm Director of Sales at iCoupon, and I am thrilled for the opportunity to invite you all for coffee sponsored by iCoupon today. And while I have 5 minutes with you, I would like to introduce iCoupon, explain how digital passenger care is transforming disruption management, Share the scale of our global network and demonstrate the benefits that digital vouchers deliver for passengers, airlines, and airports alike. At iCoupon, our mission is simple: to optimize operation, connect stakeholders, simplify passenger care, and ultimately revolutionize how disruption vouchers are distributed and redeemed. At its core, iCoupon is designed to make passenger care simple. When a passenger becomes entitled to a meal voucher, a digital voucher is automatically issued to their boarding pass. The passenger then visits any participating retailer and simply scans Their boarding pass. The voucher is redeemed instantly and the passenger receives their meal without needing to queue at a customer service desk or collect paper voucher or wait for an email offering refund after they have departed. There is no app to download, there is no queue to join, there is no additional complexity or forms to complete. We're simply using something that every traveler already has in their hand, their boarding pass. And to add, this enables retailers and airports to benefit from additional revenue during the disruption when the event happens. Today, iCoupon operates at a significant global scale. In 2025, more than 14 million vouchers have been issued through our platform, representing over £100 million in voucher value. We now support more than 190 airlines available in 450 airports across 50 countries. Our network has the capacity to service over 1 billion passengers globally. The real value, however, comes from efficiency. With paper voucher, airline effectively pay for every voucher issued. With iCoupon, airline only pay for the vouchers that are redeemed at an airport where the delay occurred. Our average redemption rate is 40%, meaning airline typically saves around 60%. Wow. Compared with the traditional paper voucher program. At the same time, we achieved significantly higher passenger reach, with all eligible passengers receiving their vouchers instantly. Disruption is never pleasant for the passenger. While airlines cannot prevent delays, they can make the passenger care experience significantly better with iCoupon— relevant and immediate. One of the biggest frustrations during disruption is queuing. With iCoupon, passengers no longer need to stand in line waiting to collect paper vouchers. Instead, they receive immediate access to their entitlement and can redeem it directly at the participating merchant In airport where they're waiting for their flight to depart. The process is intuitive because it mirrors the normal airport journey. Passengers simply present their boarding pass, something they already have in their hand. The result is a smoother experience, reduced pressure on customer service desk, and ultimately happier and more loyal passengers. To conclude, I'd like to share a real-world example of the impact digital vouchers can deliver. One major airline was operating a traditional paper voucher program that created significant administrative burden, passenger queues, and high cost across 856 delayed flights carrying an average of 179 passengers, the airline generated an invoice paper voucher cost over €750,000 in one year. After implementing iCoupon, merchant costs reduced to just under €289, generating a saving of more than €477,000 a year. Beyond the financial savings, the airline reduced waste, Simplify reconciliation and auditing process, and create a faster and more transparent experience for passengers. This case demonstrates that digital passenger care is not just about reducing costs. It is about delivering a better experience while improving operational efficiencies for the entire airport ecosystem. Thank you very much for your time. I look forward to speaking with you during the event and would be delighted to answer any questions. Thank you.

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