Scoping a Passenger-centric solution to Airline disruption management (IROPS)

If there’s one thing a passenger hates hearing more than “Your flight has been cancelled”, its “We apologize for the inconvenience, but as soon as we have more information, we’ll let you know.” Most irregular operations quickly turn into communication disasters. And lack of information or incomplete information leaves passengers more frustrated with the airlines. A few months past, an …

Powering Customer Experience with Travel Chatbots

Increased social media and mobile devices consumption, has given travelers unprecedented power to voice their opinions or preferences and demand better customer service across the entire value chain. Many customers now prefer getting instant service through these newer mediums to calling a call center or waiting for an email response. According to a research by Phocuswright, 67% of US Travelers …

Airline Social Media Crisis Management in a Digital World

The headlines this past month have been dominated by the airline industry and definitely not in a good way. A customer service industry at its core, airlines can ill-afford to have their brand reputation, service expectations and their crew rake in mistrust and bad press. From losing loyalty customers – customers filmed themselves destroying their membership cards live, to millions …

How Analytics is defining connected travel experiences

If customer is the king, then experience must be the queen of all offerings. Today 83% global organizations acknowledge that Customer Experience will be the competitive differentiator.  In that, agility, connected experiences and speed-to-market depends on data and its availability to the teams and crews who front-end the services of travel. Travellers engage with multi-channels that give organizations opportunities to …