QualityKiosk Helps an Airline Ensure Seamless Post-Merger Integration

Client Overview

A premier airline within a leading conglomerate embarked on a landmark transformation through its merger with another major carrier. This strategic integration sought to create a world-class airline by uniting advanced technology with operational excellence. To safeguard the customer experience during this complex transition, QualityKiosk Technologies was entrusted with delivering end-to-end quality assurance across business-critical applications. Our goal was to ensure that passengers of the acquired airline experienced uninterrupted travel services, timely and accurate frequent flyer account updates, and a seamless digital journey throughout the merger process.

Business Challenges

Complex Transformation

The client needed to maintain operational continuity while integrating disparate systems across both airlines.

Business Continuity Requirements

Ensuring stable and uninterrupted functioning of business-critical applications was paramount during the transition phase.

Testing Complexity

Limited automation coverage possibilities across critical customer journeys due to the dynamic nature of the merger.

Tight Timelines

Adapting to extremely compressed timelines with minimal preparation windows.

Scale of Validation

The need to validate over 5,000 checks in a single day during major migration tranches.

QualityKiosk's Approach and Solution

QualityKiosk adopted a strategic and pragmatic approach to address these challenges:

Strategic Test Planning & Execution

Domain Expert Involvement

QK’s industry specialists
identified 4-5 critical merger
features, enabling thorough testing
of core functionalities while
conducting risk-based testing for
less critical areas.

Flexible Test Strategy

Despite frozen timelines, the team
maintained adaptable testing
methodologies, conducted
continuous risk assessments, and
leveraged exploratory testing to
ensure comprehensive coverage.

Scenario Optimization

Applied smart sampling and grouping of test scenarios to ensure no feature was left untested while maximizing efficiency.

Risk-Based Approach

With requirements received on an ad-hoc basis, the team prioritized critical user-impacting features to ensure maximum business value

Testing Governance Framework

Agile and DevOps Integration

Aligned testing processes with the client’s development frameworks to ensure seamless integration.

Robust Tool Ecosystem

Utilized Azure DevOps for CI/CD pipeline integration and test management while leveraging Jira and Confluence for governance and tracking.

Unified Test Framework

Implemented a consistent approach covering both web and mobile customer journeys.

Shift-Left and Shift-Right Strategies

Applied proactive defect prevention techniques along with post-deployment validation to reduce defect leakage.

Implementation Process

Assessment Phase

Comprehensive understanding of the
current landscape to define a
tailored QA roadmap.

QA Governance Setup

Established centralized control with clear reporting structures and escalation pathways.

Domain Expert Involvement

QK’s industry specialists
identified 4-5 critical merger
features, enabling thorough testing
of core functionalities while
conducting risk-based testing for
less critical areas.

Test Planning & Execution

Conducted focused functional, regression, and user acceptance testing across critical systems.

Feedback & Optimization

Established cycles of continuous improvement and system tuning based on real-world performance.

Production Monitoring

Implemented post-go-live validation and continuous monitoring protocols.

Business Impact

QualityKiosk’s strategic quality assurance approach delivered significant value to the client:

Business Benefits

Seamless Customer Experience

Enabled a consistent digital
experience for passengers across the merged entities.

Operational Stability

Enhanced application resilience
during critical transition phases.

Stakeholder Confidence

Built trust across organizational
hierarchies for this large-scale
transformation.

Risk Mitigation

Minimized business risk through
comprehensive test coverage and rapid issue identification.

Testing Excellence

Comprehensive Testing

Successfully tested over 163 flight migrations during each tranche, covering 5,000+ test points end-to-end.

Accelerated Quality Cycles

Aligned QA processes with DevOps practices to support rapid delivery timelines

Above and Beyond

Proactively identified and proposed additional web check-in scenarios that were not originally considered by the client team