Power outage at Hartsfield-Jackson Atlanta International Airport on Dec. 17, caused chaos for passengers with more than a thousand flights cancelled. The outage reinforces a reoccurring problem airlines are facing in terms of rising customer expectations - the need for a rapid response when crisis occurs.
According to recent research, the airline sector’s customer experience has dropped from 7.41 to 7.14 amid a tough competitive environment. And in an increasingly digital landscape, IT outages and software errors are ever more likely to occur.
Sky-high expectations from passengers means that airlines and online travel agencies (OTAs) are under increasing pressure to cut down dispute times and quickly provide accurate compensation.
Over 85 percent of customer requests arise from flights being delayed, rescheduled or cancelled. Global technology provider Intelenet Global Services advises that next-generation technologies, such as automation and artificial intelligence can significantly boost efficiency to airlines’ customer service.
Intelenet has recently been recognized as a high performer by HFS’ Travel and Hospitality Blueprint Report for 2017, in its ability to drive speed, efficiency and cost-effectiveness for its clients through innovative technologies.
Bhupender Singh, CEO of Intelenet Global Services, comments: “In recent years, there has been a surge in high-profile instances where IT outages have disrupted airlines passengers’ travel plans. In an age where customers are brand agnostic, the way in which front-line staff handle customer enquiries will determine whether customer want to travel with a particular airline again.
“Customers flock to voice their frustrations via multiple social media channels, causing great concern for travel providers. As a result, more companies turn toward automation tools such as iCAN™, which can cut dispute processing times by 60 percent. This offers travel providers with the ability to manage a higher volume of complaints much more efficiently.
Bhupender continues: “The biggest threat that airlines face is the ability to handle flight disruptions, rather than disruption itself. But automating back-end systems enables airlines to be more proactive when IT outages occur, enhancing the speed and accuracy of compensation for passengers. Customer service is vital, as negative experiences have a lasting impact on brand loyalty and retention.”
