Accurate Queues Management

amit3076 Case Studies

The client faced many challenges in managing time-critical queues. IGT ensured accurate queue management for more than 5 million PNR queues for a leading US airline.

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About the Client
Our client is one of the top airlines in US and world’s largest airline in terms of no of destinations. With our more than 90,000 dedicated employees located worldwide, and the most comprehensive global route network in the industry, our client is committed to delivering excellent customer service and an enhanced travel experience to its passengers.

Business Need
Due to ad-hoc, planned changes, automation failures etc. ,our client needed to process various time critical queues with 100% accuracy

Solution Areas
IGT provided queue management services to the client on for queues management on global distribution system. The various types of queues managed were:

  • Schedule changes
  • Irregular Operations
  • Employee travel desk
  • Loyalty management related work types
  • Building charter flights
  • Managing work force for airline employees to various special projects

How IGT Managed Queues:
IGT followed rigorous approach to provide 100% accuracy and TAT to manage the time critical queues for the client. The solution included:

  • Vigorous approach was followed to improve UPH (units per hour) through coaching and refreshers agents efficiency gain in achieved. Also, agents were cross-skilled on various work types, shortcuts and concepts from other work helped resolving difficult scenarios, which resulted in increase in UPH.)
  • Assisted the airline with several special projects to enhance customer experience and to help fixing technology glitches
  • Managed 15 different work types, 98% agents are cross-skilled to better handle different work types during times of higher volumes
  • Developed internal knowledge management tool to ensure updates are communicated effectively on floor


  • 14.6 m USD saved in revenue retention through ticketing and special service fees collection in last year alone
  • 12% Efficiency gains through automation tools like Ticket reissue and Exchange tool (TREAT)
  • 68% reduction in “no action required queues by providing field intelligence