BUSINESS MODEL
Jetstar encompasses a business-to-consumer (B2C) model and a business-to-business (B2B) model. By nature of the business, Jetstar provides low fare rates to travelers. This constitutes a B2C model.On the other hand, Jetstar provides other travel services and products to travelers. This is possible by way of collaborating with other companies (e.g. Hotels, AIG Insurance). In turn, this allows Jetstar to earn a certain amount of revenue from the external service providers by allowing them to advertise on Jetstar's website. This also acts as an ideal medium to reach the regional audience in the captive environment. Thus, this constitutes a B2B model. OBJECTIVES OF JETSTAR’S WEBSITE
With the internet, it allows transaction over the flow of spaces, information on flight information could particularly be shown at one glance. It reduces the hassle for consumers to check out flight information physically at the travel agencies. Comparison among different companies could be done before transaction takes place. The e-commerce website of Jetstar serves the following purposes:
1. Book air tickets
Australian, New Zealand and Asian leisure travelers are able to book air tickets online. This is done by providing the relevant and appropriate information such as travel dates, destinations, and personal particulars. Should there be a problem; travelers are able to change their flight booking online.
2. Flight information
Travelers could check their flight schedule and also the arrival/departure schedule.
3. About Jetstar
People can find out more about the company's background, the fleet, the staffs, news releases, job opportunities with Jetstar and advertising opportunities with them. Information such as product features, airport regulations, and awards received by Jetstar are available.
4. Promotions
Travelers are able to view the current promotions by Jetstar such as flight charges and hotel packages. There are also promotions that tie up with different companies, eg. POSB Everyday Credit Card Special
5. Travel services
Travel services such as eVouchers, hotels, insurance, group bookings and travel guides are available. Other services like car rentals are also available.
FEATURES & SERVICES
1. PAYMENT METHODS
Payment scheme for purchase of air tickets online is by international credit card – Mastercard or Visa.
Customers also have the flexibility to make payment offline by paying via Singpost or 7-11 outlets in Singapore only.
2. JETSTAR'S "DOUBLE THE DIFFERENCE" VOUCHER GUARANTEE
Jetstar guarantees the lowest fares among all low cost carriers as they have the confidence that their airfare pricing would be competitive than other internet airfare. It gives the consumers a peace of mind when they purchase tickets over at their website because "Double the difference" voucher will be issued to any customer who finds a web fare lower to that of Jetstar Asia's.3. TRAVEL INSURANCE
In partnership with American Home Assurance Company, Singapore (AHAC), Jetstar now offers flexible travel insurance options with JetCover Travel Insurance and AIG Assist Global Travel Protection.
4. CHECK OR CHANGE BOOKING
This feature provides the customers the ease of checking their current online booking status with ease of convenience and also customers could be kept up to date with JetMail.
5. SECURITY
For the protection of their customers, Jetstar's website provides a secure server for those services that contain confidential information. This information is encrypted using the Secure Socket Layer Protocol (SSL), which was developed so that only the intended recipient should be able to decipher messages addressed to them. This will significantly improve security of data provided by or for members.
6. PRIVACY POLICY
Jetstar Airways protects the privacy of customers’ personal information under the National Privacy Principles. It will apply to any personal information customers provide to them in the course of dealings with them. Other than providing information to 3rd party that they are liaising with to complete the transaction, they will not disclose customers’ personal information without their consent unless disclosure is necessary.
KEY CHARACTERISTICS AND DESIGNS
1. Design Scheme and Graphics
The corporate colours of Jetstar are orange and black and thus, the color scheme of the website is developed using these 2 basic colors in addition to white and grey. The size of text used is small on average, however it is still readable.The homepage is filled with an array of graphics and pictures that include promotions, travel services, insurance, destination guides, etc. This brought about a cluttered and compact webpage.
2. Navigation
The website navigation is very user friendly; customers can easily visit the sections they want to go by clicking on the banners and hyperlinks. They also created an easy booking system interface on the main page which allows clients to book their tickets faster. Tabs are created on the top section of the webpage to allow users to navigate through the entire site easily. This website also has a sitemap where customer will be able to find the necessary links to the page where they wanted to go.
POTENTIAL STRENGTHS
Users can find a lot of information in 1 page and it's easy to navigate through all the hyperlinks. It shows different links to other web site for hotel accommodation etc. thus bringing more convenience to consumers. The Web site also looks very attractive & vibrant which brings out the holiday mood in the consumers.
WEAKNESSES
The banners and hyperlinks on the website are packed tightly together in one page, hence it look very messy and unprofessional. Users may have a difficult time looking for the information they need. Also there seems to be lag issues with the site loading up, impatient customers may get annoyed and close the site immediately. More payments should also be included with FAQs for consumers to have a better understanding of how the company goes about allocating their flight seats etc.
SPECIAL HIGHLIGHTS OF JETSTAR’s WEBSITE
Jetstar’s homepage has a travel services section which mainly highlights useful information to travelers. Jetstar has collaborated with other service providers to further enhance their service. (E.g. travel insurance, hotels) For instance, travelers going for a short getaway to islands near the beaches can enjoy themselves with a peace of mind, and also enjoy a discount privilege for the subscription of tsunami alert, since Jetstar has tie up with subscription to the tsunami alert system. Besides which, travelers are given options to purchase their air tickets at any Singapore Post Office, or pay their air ticket fees at any local 7-Eleven stores. In addition, they can find exclusive deals with hotels which Jetstar has tied up with.
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