Star Alliance, the world’s largest airline alliance, is intensifying its focus on delivering seamless interline journeys across its 25 member carriers. Speaking at the APEX FTE Asia Expo 2025, Ambar Franco, Vice President Customer Experience, highlighted the alliance’s role in enhancing the end-to-end passenger experience by combining data, innovative technology, and human assistance.

Franco clarified that Star Alliance is not an airline or loyalty programme but an enabler, helping airlines address multi-carrier travel challenges. The alliance focuses on booking, airport processes, connections and loyalty, tackling pain points that individual airlines cannot fully address alone. By analysing the customer journey, Star Alliance identifies areas for technological intervention, while ensuring personal support remains central.

To maintain consistency across a diverse network, the alliance enforces over 50 standards for all member airlines. This unified approach ensures passengers can expect reliable service and efficiency regardless of carrier or region.

Technology integration is central to Star Alliance’s strategy. Automated baggage tracking systems provide real-time visibility, while Connection Centres at nine major hubs use predictive data to anticipate misconnects. Staff at these centres assist passengers in real time, bridging the gap between digital efficiency and human care.

Franco emphasised that balancing automation with personalised support enhances the overall passenger experience, particularly for interline journeys that are traditionally more complex.

The APEX FTE Asia Expo also highlighted the growing role of collaboration and innovation in air travel. Star Alliance’s approach exemplifies how large airline networks can improve customer satisfaction while leveraging technology to streamline operations.

As the alliance continues to refine its interline offerings, it sets a benchmark for integrating digital solutions and human oversight, ensuring passengers benefit from both efficiency and personalised attention.

Learn how Star Alliance is redefining multi-airline travel with technology and human-centred innovation.