Frame 1618873885

How Can Airlines Turn Schedule Changes into Customer Wins with Smart Re-Accommodation?

by with No Comment Blog

In today’s aviation landscape, change isn’t just constant—it’s accelerating. Flight schedule alterations, whether due to weather, technical issues, or operational constraints, have always been a significant challenge for airlines and a major pain point for passengers. But what if we could flip the script? What if these disruptions became opportunities to showcase exceptional customer service and operational prowess?

This isn’t wishful thinking. It’s the reality being created by forward-thinking airlines through intelligent notification and re-accommodation systems.

The Real Cost of Schedule Changes

Let’s face it: on any given day, countless flights worldwide face schedule changes. These disruptions aren’t isolated events—they ripple through the entire system, affecting passengers, crew schedules, ground operations, and connecting flights. The financial toll is enormous, with irregular operations costing the airline industry billions annually.

Traditionally, managing these disruptions has been a Herculean task. Picture customer service representatives working around the clock to rebook passengers, often resulting in frustratingly long wait times. Meanwhile, operations teams scramble to reallocate resources, trying to minimize the domino effect of delays and cancellations. The outcome? Stressed staff, unhappy customers, and a significant hit to the bottom line.

The Game-Changer: Smart Notification and Re-accommodation

Recent advancements in AI-driven systems have ushered in a new approach to disruption management. These intelligent systems can detect schedule changes instantly, assess their impact, and take action—all without human intervention. Here’s how they’re reshaping airline operations:

  1. Swift Detection and Analysis: When a schedule change occurs, these systems immediately jump into action. They analyze the impact on each passenger, considering factors like connection times, final destinations, and even customer loyalty status.
  2. Smart Re-accommodation: Instead of waiting for passengers to reach out, these systems proactively start the re-accommodation process. They scan available flights, factor in passenger preferences and airline policies, and identify the best alternative options.
  3. Tailored Communication: Once new arrangements are set, passengers receive notifications through their preferred channels—email, text, or push notifications via the airline’s app. These messages don’t just inform; they provide clear, actionable next steps.
  4. Passenger Empowerment: Travelers often get the option to review and tweak their new arrangements through user-friendly interfaces. This not only gives customers control but also lightens the load on customer service staff.
  5. Ongoing Optimization: As situations evolve, these systems continuously reassess and fine-tune arrangements, ensuring the best possible outcome for both passengers and the airline.

The Upside: Turning Disruption into Distinction

Implementing smart notification and re-accommodation systems isn’t just about damage control—it’s about seizing an opportunity to excel. Here’s the real impact:

1. Skyrocketing Customer Satisfaction

By offering instant solutions and clear communication, airlines can dramatically reduce the stress and uncertainty of travel disruptions. Our data shows airlines using these systems have seen customer satisfaction scores jump by up to 25% during irregular operations.

2. Slashing Operational Costs

Automation significantly cuts the manual workload tied to disruption management. Airlines report up to a 40% reduction in staff workload during disruptions, allowing valuable human resources to focus on complex tasks that truly need a personal touch.

3. Safeguarding Revenue

Quick re-accommodation means fewer missed connections and cancelled trips. Moreover, by offering personalized alternatives, airlines often maintain or even upsell passengers, protecting—and potentially boosting—revenue even amid disruption.

4. Standing Out from the Crowd

In an industry where passenger experience can make or break brand loyalty, smooth disruption management sets airlines apart. It transforms a potentially negative experience into a showcase of the airline’s commitment to customer care.

5. Unlocking Data-Driven Insights

These systems don’t just react—they learn. The wealth of data generated provides invaluable insights into disruption patterns, passenger preferences, and operational weak spots. This information fuels strategic planning, helping airlines prevent future disruptions and continuously refine their service.

The Horizon of Disruption Management

Looking ahead, the potential of these systems is boundless. Integration with predictive maintenance systems could allow for pre-emptive re-accommodation before technical issues cause delays. Machine learning algorithms will continue to refine the re-accommodation process, considering an ever-wider range of factors to provide truly tailored solutions.

Imagine a future where your airline proactively offers to reroute you to avoid forecasted bad weather, or suggests an earlier flight when it detects you’ve arrived at the airport ahead of schedule. This isn’t science fiction—it’s the next step in aviation customer service.

The Executive Imperative

For airline leaders, the message is crystal clear: smart notification and re-accommodation systems aren’t just nice-to-have—they’re a competitive necessity in today’s aviation landscape. They offer a rare chance to boost customer satisfaction, cut operational costs, and gain strategic insights simultaneously.

The question isn’t whether to implement these systems, but how quickly they can be integrated into existing operations. As with any game-changing technology, early adopters will reap the greatest rewards, setting new benchmarks for customer service and operational efficiency that competitors will struggle to match.

In an industry with razor-thin margins and hard-won customer loyalty, can any airline afford to be left on the tarmac?

Charting the Course Forward with VoyagerAid

While travel disruptions remain a constant, how airlines respond is transforming rapidly. Smart notification and re-accommodation systems like VoyagerAid are a game changer in how airlines manage schedule changes and communicate with passengers during uncertain times.

By adopting VoyagerAid, airlines are not just fixing a problem—they’re turning disruptions into opportunities to showcase superior customer care, operational efficiency, and innovation. This technology propels airlines beyond simply managing disruptions, allowing them to lead in an increasingly competitive market.

The future of air travel is here—more responsive, personalized, and efficient than ever. Is your airline ready to soar with VoyagerAid?

Frame 1618873887

Flight Irregularity Management

by with No Comment Blog

Introduction to Flight Irregularity Management

Defining Flight Irregularities

Flight irregularities encompass any deviation from a scheduled flight’s intended operation. These irregularities can take several forms:

  • Delays: These occur when a flight departs or arrives later than its scheduled time. Delays can be due to a multitude of reasons, such as adverse weather conditions, technical issues, air traffic congestion, or crew availability.
  • Cancellations: A flight cancellation happens when a scheduled flight is annulled, and passengers are not transported on the planned itinerary. Cancellations can result from severe weather, mechanical failures, operational constraints, or insufficient bookings.
  • Overbookings: Airlines often sell more tickets than available seats on a flight to compensate for expected no-shows. Overbooking becomes problematic when more passengers than expected show up, resulting in some being denied boarding.

Impact on Airlines, Passengers, and the Industry

Flight irregularities have far-reaching consequences affecting various stakeholders:

  • Airlines: Delays, cancellations, and overbookings can lead to increased operational costs, including compensation for affected passengers, additional staffing, and logistical adjustments. Frequent disruptions can tarnish an airline’s reputation, leading to decreased customer loyalty and potential loss of business.
  • Passengers: Travelers face significant inconvenience, ranging from missed connections, rescheduling hassles, and extended wait times to the stress and uncertainty of disrupted travel plans. This can lead to dissatisfaction and a reluctance to choose the same airline for future travel.
  • Industry: The broader aviation industry experiences a ripple effect from flight irregularities. Airports, ground services, and air traffic control must adapt quickly to changes, often leading to congestion and inefficiencies. Furthermore, regulatory bodies may impose fines and demand compliance with stringent compensation rules, adding to the operational burden on airlines.

The Importance of Effective Management Solutions

Effective management of flight irregularities is crucial for several reasons:

  • Operational Efficiency: By minimizing delays and cancellations, airlines can optimize their schedules and resources, leading to smoother operations and lower costs.
  • Passenger Satisfaction: Providing timely and clear communication, as well as efficient rebooking options, can significantly enhance the passenger experience, fostering loyalty and positive reviews.
  • Regulatory Compliance: Effective management ensures that airlines adhere to legal requirements regarding passenger rights and compensation, helping to avoid fines and legal complications.
  • Reputation Management: How an airline handles disruptions can impact its reputation. Effective management and clear communication can mitigate negative perceptions and reinforce the airline’s commitment to customer service.
  • Financial Impact: Proactive and efficient handling of irregularities can reduce financial losses from compensations, refunds, and operational inefficiencies.

Managing flight irregularities effectively is not only a matter of operational necessity but also a strategic imperative to maintain customer trust, comply with regulations, and sustain profitability in a highly competitive industry. VoyagerAid’s advanced solutions are designed to address these challenges head-on, ensuring airlines can turn disruptions into opportunities for improved service and efficiency. 

Improve Your Operational Efficiency Today!

See how VoyagerAid can minimize disruptions and enhance passenger satisfaction

Book Your Demo Now

Challenges in Flight Irregularity Management

Flight disruptions are inherently unpredictable and can arise from a wide array of factors:

  • Weather Conditions: Adverse weather, such as storms, fog, and extreme temperatures, is a common cause of delays and cancellations. Despite advanced forecasting, weather remains a highly variable and uncontrollable factor.
  • Technical Issues: Mechanical failures or maintenance problems can necessitate unexpected delays or cancellations. Ensuring aircraft safety often requires extensive checks and repairs, which can be time-consuming.
  • Operational Constraints: Crew availability, air traffic control restrictions, and ground handling inefficiencies can also disrupt flight schedules. These operational challenges often occur with little warning, requiring swift and effective response strategies.
  • External Factors: Political unrest, security threats, and other unforeseen events can also lead to abrupt changes in flight operations. These factors are beyond the control of airlines but significantly impact their ability to maintain schedules.

Coordination Among Stakeholders

Effective flight irregularity management requires seamless coordination among various stakeholders, each playing a critical role:

  • Airlines: Airlines must manage their fleet, crew, and customer communications efficiently. They need to quickly rebook passengers, arrange for alternative transport, and handle compensation claims.
  • Airports: Airports provide the infrastructure and services necessary for flight operations. They need to manage gate assignments, coordinate ground services, and facilitate smooth passenger transitions during disruptions.
  • Air Traffic Control (ATC): ATC is responsible for ensuring the safe and orderly flow of air traffic. During disruptions, they must manage airspace efficiently, reroute flights as needed, and minimize delays through effective traffic management.
  • Ground Services: Baggage handling, refueling, catering, and other ground services need to adapt quickly to changing flight schedules to ensure minimal disruption to passenger services.
  • Passengers: Effective communication with passengers is crucial to managing their expectations and providing timely updates on flight status, rebooking options, and compensation procedures.

Regulatory Compliance and Legal Considerations

Airlines must navigate a complex landscape of regulatory requirements and legal obligations:

  • Passenger Rights: Different regions have varying regulations regarding passenger rights. For example, the European Union’s Regulation (EC) No 261/2004 mandates compensation for delays, cancellations, and overbookings. Airlines must ensure compliance with these regulations to avoid legal penalties and fines.
  • Data Protection: Handling passenger data responsibly and in compliance with data protection laws, such as the General Data Protection Regulation (GDPR) in Europe, is essential. This includes securing personal information and ensuring transparency in data usage.
  • Environmental Regulations: Airlines are increasingly required to adhere to environmental standards aimed at reducing carbon emissions and promoting sustainable practices. This adds another layer of complexity to managing flight operations efficiently.

Maintaining Customer Satisfaction During Disruptions

Customer satisfaction is paramount, even during flight disruptions. Airlines must focus on:

  • Proactive Communication: Keeping passengers informed about the status of their flights, reasons for disruptions, and expected resolutions is critical. Timely and accurate communication can alleviate passenger frustration and anxiety.
  • Efficient Rebooking: Providing quick and convenient rebooking options helps minimize inconvenience. Automated systems that offer alternative flights, accommodation, and transport can significantly enhance the passenger experience.
  • Compensation and Support: Clear policies and prompt processing of compensation claims, meal vouchers, hotel accommodations, and other support services are essential for maintaining customer trust and satisfaction.
  • Personalized Assistance: Tailoring communication and support to individual passenger needs, such as providing information through preferred channels (e.g., SMS, email, app notifications), can improve the overall experience.

Managing flight irregularities is a multifaceted challenge that requires a coordinated approach involving various stakeholders, compliance with regulatory standards, and a focus on customer satisfaction. Addressing these challenges effectively can help airlines mitigate the negative impacts of disruptions, maintain operational efficiency, and enhance passenger loyalty.

Stay Ahead of Disruptions!

Learn how VoyagerAid’s predictive analytics can help you anticipate and mitigate flight disruptions.

Book Your Demo Now

VoyagerAid’s Approach to Flight Irregularity Management

 

VoyagerAid offers a comprehensive and innovative solution to manage flight irregularities efficiently. Our platform is designed to address the myriad challenges airlines face during disruptions, ensuring minimal impact on operations and passenger experience. VoyagerAid combines cutting-edge technology with a user-centric approach, providing tools for real-time monitoring, automated processes, and seamless integration with existing systems.

Real-Time Monitoring of Flight Status and Disruptions

VoyagerAid’s real-time monitoring system keeps a constant watch on flight statuses and potential disruptions:

  • Live Updates: Our platform provides live updates on flight statuses, weather conditions, air traffic control notifications, and other critical factors that may affect flight operations.
  • Predictive Analytics: Utilizing advanced AI and machine learning algorithms, VoyagerAid predicts potential disruptions before they occur, allowing airlines to take proactive measures to mitigate impacts.
  • Dashboard Interface: A user-friendly dashboard consolidates all relevant data, providing airline staff with an at-a-glance view of the operational landscape. This ensures that decision-makers are always informed and can respond swiftly to any changes.

Automated Rebooking System for Quick Rescheduling

VoyagerAid streamlines the rescheduling process with an automated rebooking system:

  • Speed and Efficiency: Our automated system rapidly identifies available alternative flights and rebooks passengers within minutes, significantly reducing wait times and operational delays.
  • Passenger Preferences: The system takes into account passenger preferences, such as seat selection, frequent flyer status, and connecting flights, ensuring the best possible alternative arrangements.
  • Resource Optimization: By automating the rebooking process, airlines can optimize their resources, reduce manual workload, and minimize the risk of errors, leading to cost savings and improved operational efficiency.

Personalized Passenger Communication to Minimize Inconvenience

Effective communication is crucial during flight disruptions, and VoyagerAid excels in providing personalized passenger communication:

  • Multi-Channel Notifications: Our platform sends timely updates and information through various channels, including SMS, email, mobile apps, and social media, ensuring passengers receive messages in their preferred format.
  • Tailored Messages: VoyagerAid personalizes communication based on passenger profiles, travel history, and specific disruption details, offering relevant information and support.
  • Interactive Support: Passengers can interact with the system to receive immediate assistance, check alternative flight options, and access compensation details, enhancing their overall experience and reducing frustration.

Integration with Existing Airline Systems for Seamless Operations

VoyagerAid integrates seamlessly with an airline’s existing systems, providing a unified approach to disruption management:

  • System Compatibility: Our platform is designed to work with various airline systems, including booking engines, customer relationship management (CRM) tools, and operational databases, ensuring smooth data flow and operational continuity.
  • API Connectivity: VoyagerAid offers robust API connectivity, allowing for easy integration and real-time data exchange between different systems. This ensures that all relevant information is up-to-date and accessible across the organization.
  • Scalability and Flexibility: The platform is scalable to meet the needs of airlines of all sizes and flexible enough to adapt to evolving requirements and technological advancements, ensuring long-term usability and relevance.

VoyagerAid’s approach to flight irregularity management combines advanced technology with a focus on operational efficiency and passenger satisfaction. Our real-time monitoring, automated rebooking, personalized communication, and seamless integration capabilities make VoyagerAid the ideal solution for airlines looking to enhance their disruption management strategies and deliver an exceptional travel experience.

Transform Your Disruption Management!

Discover VoyagerAid’s comprehensive solutions today.

Learn More

Benefits of VoyagerAid’s Solutions

VoyagerAid significantly enhances operational efficiency for airlines, leading to substantial cost savings:

  • Automated Processes: By automating key processes such as rebooking, communication, and resource allocation, VoyagerAid reduces the manual workload for airline staff. This not only speeds up operations but also minimizes the risk of human error.
  • Resource Optimization: Efficiently managing disruptions helps airlines optimize their resources, such as crew, aircraft, and ground services. This leads to better utilization of assets and reduces unnecessary operational costs.
  • Reduced Downtime: Real-time monitoring and predictive analytics enable airlines to anticipate and respond to disruptions swiftly. This minimizes downtime and ensures that flights are back on schedule as quickly as possible, reducing financial losses associated with delays and cancellations.

Enhanced Passenger Satisfaction and Loyalty

VoyagerAid prioritizes passenger experience, fostering loyalty and satisfaction:

  • Proactive Communication: Passengers receive timely updates and clear information about their flight status and rebooking options. This proactive approach reduces anxiety and frustration, leading to a more positive travel experience.
  • Swift Issue Resolution: Automated rebooking and personalized assistance ensure that passengers’ issues are resolved quickly and efficiently. This minimizes inconvenience and helps maintain a positive relationship with the airline.
  • Personalized Service: By tailoring communication and support to individual needs, VoyagerAid enhances the passenger experience. Satisfied passengers are more likely to remain loyal and recommend the airline to others, boosting customer retention and brand loyalty.

Better Reputation Management for Airlines

Effective disruption management contributes to a stronger airline reputation:

  • Consistent Performance: By minimizing the impact of disruptions and ensuring smooth operations, VoyagerAid helps airlines maintain a consistent performance record. This reliability is crucial for building and sustaining a positive reputation.
  • Positive Customer Feedback: Enhanced passenger satisfaction leads to positive reviews and word-of-mouth recommendations. Airlines that handle disruptions well are seen as more reliable and customer-centric, improving their overall market perception.
  • Crisis Management: During major disruptions or crises, effective communication and swift resolution are vital. VoyagerAid’s capabilities ensure that airlines can manage these situations professionally, maintaining trust and credibility with passengers and stakeholders.

Scalability and Flexibility to Adapt to Changing Needs

VoyagerAid is designed to grow and evolve with the airline industry:

  • Scalable Solutions: Whether for a small regional carrier or a large international airline, VoyagerAid scales to meet the specific needs and volume of any operation. This flexibility ensures that the solution remains effective regardless of the airline’s size or scope.
  • Adaptability: The platform’s flexible architecture allows it to adapt to new technologies, regulatory changes, and evolving industry standards. This ensures that airlines can continuously improve their disruption management capabilities without needing to overhaul their systems.
  • Future-Proof Technology: With ongoing advancements in AI, machine learning, and data analytics, VoyagerAid is positioned to incorporate future innovations. This future-proof approach ensures that airlines remain at the forefront of disruption management technology.

In summary, VoyagerAid’s solutions provide a comprehensive range of benefits that enhance operational efficiency, reduce costs, boost passenger satisfaction and loyalty, and support effective reputation management. Its scalable and adaptable design ensures that airlines can continue to meet evolving challenges and maintain high standards of service and reliability.

Importance of Effective Flight Irregularity Solutions

Minimizing Financial Losses and Preserving the Airline’s Reputation

Effective flight irregularity solutions are crucial for minimizing financial losses and preserving the airline’s reputation:

  • Cost Reduction: Disruptions can lead to significant financial losses due to refunds, compensations, and additional operational costs. Effective management solutions like VoyagerAid help minimize these expenses by quickly resolving issues and optimizing resource allocation.
  • Operational Continuity: By swiftly addressing disruptions, airlines can maintain operational continuity, reducing the impact on revenue and preventing cascading delays and cancellations.
  • Reputation Management: Handling disruptions efficiently and professionally helps maintain a positive reputation. Airlines that manage irregularities well are perceived as reliable and customer-focused, which is vital for long-term brand strength and customer loyalty.

Compliance with Industry Regulations and Standards

Adhering to industry regulations and standards is essential for maintaining legal and operational integrity:

  • Regulatory Compliance: Airlines must comply with various regulations related to passenger rights, safety, and operational standards. Effective flight irregularity solutions ensure that airlines meet these requirements, avoiding legal issues and potential fines.
  • Transparent Operations: Maintaining clear and transparent communication with passengers and regulatory bodies is essential. Solutions like VoyagerAid facilitate this by providing accurate and timely information, ensuring that all stakeholders are well-informed and compliant with legal obligations.
  • Data Security and Privacy: Ensuring the security and privacy of passenger data is a regulatory requirement. VoyagerAid’s robust data management and security protocols help airlines protect sensitive information and adhere to data protection regulations.

Meeting Passenger Expectations for Reliable Travel Experiences

Meeting passenger expectations is key to maintaining customer satisfaction and loyalty:

  • Reliability: Passengers expect reliable and timely travel experiences. Effective flight irregularity management ensures that disruptions are handled quickly and efficiently, minimizing inconvenience and maintaining a reliable service.
  • Proactive Communication: Passengers value clear and proactive communication, especially during disruptions. Solutions like VoyagerAid enable airlines to keep passengers informed with real-time updates, rebooking options, and personalized assistance, enhancing the overall travel experience.
  • Customer Satisfaction: Meeting or exceeding passenger expectations during irregularities leads to higher customer satisfaction. Satisfied passengers are more likely to remain loyal to the airline and recommend it to others, contributing to positive word-of-mouth and a strong customer base.

In conclusion, effective flight irregularity solutions are vital for minimizing financial losses, preserving the airline’s reputation, ensuring compliance with industry regulations, and meeting passenger expectations for reliable travel experiences. VoyagerAid’s comprehensive approach addresses these critical areas, providing airlines with the tools they need to manage disruptions efficiently and maintain high standards of service and operational integrity.

Optimize Your Operations!

See how VoyagerAid can boost your efficiency and save costs.

Book Your Demo Now

Latest Trends in Flight Irregularity Management

 
AI, Machine Learning, and Predictive Analytics
  • Predictive Maintenance: Uses AI and machine learning to foresee maintenance needs, preventing delays and cancellations.
  • Disruption Forecasting: Predictive analytics help anticipate disruptions by analyzing weather, air traffic, and operational data.
  • Optimized Rebooking: AI quickly generates rebooking options, considering passenger preferences and flight availability, enhancing satisfaction.
Mobile Apps and Digital Communication
  • Real-Time Updates: Mobile apps provide instant flight status, delay, and rebooking information, reducing passenger uncertainty.
  • Self-Service Options: Digital platforms allow passengers to manage rebooking, refunds, and compensation independently.
  • Multichannel Communication: Airlines use SMS, email, and social media to ensure passengers receive timely, consistent updates.
Sustainability and Collaboration
  • Environmental Impact Reduction: Airlines optimize flight paths and use digital solutions to cut fuel consumption and emissions.
  • Collaborative Solutions: Coordination among airlines, airports, and ground services ensures a unified response to disruptions.
  • Sustainable Technologies: Adoption of eco-friendly technologies enhances operational efficiency and reduces environmental impact.
Future Outlook
  • Advanced Technology and Automation: AI, machine learning, and robotic process automation will further improve prediction, decision-making, and efficiency.
  • Data-Driven Insights and Personalized Services: Big data analytics and personalized communication will enhance passenger experiences and operational strategies.
  • Resilience and Adaptability: Airlines will develop scalable, flexible solutions to manage dynamic disruptions, ensuring continuous improvement and rapid recovery.

VoyagerAid is at the forefront of these trends, offering innovative solutions that align with the evolving needs of the airline industry, ensuring efficient operations, improved passenger experiences, and reduced environmental impact

Get Started with VoyagerAid

Take the First Step Towards Superior Flight Irregularity Management

Ready to transform how your airline handles flight disruptions? Discover the benefits of VoyagerAid firsthand. Request a demo today and see how our innovative solutions can enhance your operational efficiency and passenger satisfaction.

Frame 1618873892

How AI chatbots are transforming the travel sector

by with No Comment Blog

Just as the covid pandemic started waning, another crisis hit the travel industry—massive staffing shortages that have grounded thousands of flights in the last few weeks. Undoubtedly, this disruption too will come to an end. Still, there is a worrying pattern of the travel industry’s disruptions causing countless passengers a great deal of anxiety and loss of capital.

Even when the industry returns to normal, there is the issue of airlines and travel agencies having to spend millions to rehire, train, and deploy customer support agents, which can often be a death blow to companies struggling to survive after incessant lockdowns.

One of the best ways airlines and travel agents are coping with these issues is through travel chatbots powered by AI. Here, we explore whether they are worth the hype.

AI chatbot applications that are disrupting the travel sector

Seamless and cost-effective customer support 24X7

To provide the best possible support for your customers, you don’t have to hire an entire fleet of customer support agents who must work through the night to satisfy globetrotting travellers.

All you need is a powerful AI-based chatbot that can identify even vague queries using Natural Language Processing to produce perfectly satisfactory, preprogrammed responses to even vague queries, such as “flights to Dublin” and “roundtrip to Paris’”, etc.

Besides, most support requests can be automated; the chatbot can be programmed to respond quickly to frequently asked questions.

To ensure that customers don’t miss the human touch, advanced chatbots can be deployed to answer after performing sentiment analysis.

For instance, if the customer is frustrated, the bot can respond with a discount and an apology or offer a refund/cancellation option for the flight ticket or travel package.

It is also worth mentioning that an AI chatbot can help you utilize the human support agents better; they can focus on challenging tickets while the bot ensures that trivial issues or commonly asked questions don’t clutter the helpdesk.

Owing to all these benefits, travel chatbots are a great cost-cutting measure.

Personalized upselling

Amazingly, some chatbots can read the customer’s moods and analyze buying data to make personalized buying recommendations to help travel agencies and airlines generate extra revenue.

For example, just as the customer is about to checkout, the bot can send a message asking if they would like to upgrade their seat at a discounted price. Often, the passenger consents. Similarly, airlines can upsell ancillaries, such as travel insurance, specially wrapped luggage to minimize covid risk, free cancellations, etc.

Resourceful reservation agent

Airlines and travel agents can delight their customers with travel chatbots that can provide them with the best deals while booking by comparing thousands of hotels, flights, car rental, and food options.

This level of customization for the customer based on their budget and interest is not something that a human can match. Interestingly, using a travel chatbot, customers can book flights, tour packages, and other services from the channel of choice, whether it is social media, your app, or the website.

Apart from providing quick and personalized recommendations, travel companies can impress their customers by having the chatbot provide useful insights, such as the best day to visit the place or the top five destinations to visit.

Also, the travel chatbot can provide functions, such as notifying customers when the price for a flight ticket has dropped, via an SMS.

More importantly, the AI chatbot can assist the customer throughout the journey. This feature is quite useful given how customers can get frustrated if their ticket or enquiry gets passed on to another support agent when one person’s shift has ended. However, with a bot, the customer can easily claim discounts for lost luggage, get the best deals on local hotels, etc.

Unparalleled disruption management

Imagine if a flight is cancelled, and all the passengers take to social media at the same time to complain about your airline and get a particularly damaging hashtag trending. Having a handful of support agents doing damage control will lead to slower responses, which would add fuel to the fire.

To take control of the situation, travel chatbots powered by AI are the perfect solution. They can instantly send out thousands of messages across channels, addressing every customer by name before resolving their issues.

Moreover, the bots are tireless; they can work through the night and up until the crisis is resolved. If the chatbots are taking on all the straightforward requests, you can focus your support team’s energy on delighting the passengers by personally handling complicated requests.

As a result, the chatbots are, in a time of crisis, lifesavers that can help you deal simultaneously with countless angry passengers and provide them with seamless cancellations, refunds, or other issue resolutions.

Conclusion

As you can see, AI-powered chatbots for the travel industry are incredibly versatile and help with various applications, including customer support, trip planning, lead generation, and even upselling. Notably, it can handle customer requests throughout the year without a break and ensure that no customer leaves your website, app, or social media page frustrated that they didn’t get the necessary resolution.

Consequently, AI chatbots have emerged as a surefire way for travel companies to optimize revenue and enhance the customer experience. To know more about how such a solution can be implemented for your travel company, reach us for a demo or trial.

Frame 1618873882

How can airlines prepare themselves better for massive flight disruptions in the future?

by with No Comment Blog

Yesterday it was 9/11.

Today it is the novel coronavirus.

Climate change, fuel shortage, geopolitical conflict are all candidates for causing the next major disruption.

While it is hard to predict what will cripple the airline sector next, there is also no excuse to be unprepared.

Real-time notifications

Since delays or cancellations are unpredictable and inevitable, airlines need to automate their responses to disruptions. When an airline learns that a flight will be delayed or canceled, it is recommended to reach out to affected passengers via multiple channels.

Importantly, if there is reason to believe that the automated channel was ineffective for someone, customer support agents can call up that specific individual rather than calling up everyone during a crisis, when high support request volumes are expected.

Proactive communication

Airlines need a system in place that automatically sends a message to people whose flights have been disrupted. If the airline finds that the customer hasn’t responded by replying or rebooking, a customer support agent needs to reach out to ensure that the passenger got the message.

Crucially, the passenger must be notified through all possible channels to prevent him/ her from coming to the airport. One of the most important channels in this regard is the mobile phone, which can be used to track or communicate with the passenger in real-time.

Self-service portal

While an airline needs to call up or email a passenger during a disruption to make sure they rebook or cancel or get to know their flight is delayed, it is equally important to have a self-service portal for the customer to take these actions. Doing so will allow the airline to save time and focus only on customers who haven’t used the self-service portal.

Also, it will prevent customers from feeling a lack of control, which is quite common when someone has to miss a flight through no fault of their own.

Enhanced data exchange

Airlines need to be in close contact with the relevant national air traffic control authorities, baggage handlers, etc. when disruption strikes, so the passenger is not affected. The passenger must be notified of the status of the ticket, luggage, and next similar flight from the beginning so that he/ she can make optimal decisions.

Safety precautions

If the disruption or delay is caused by health issues, such as the coronavirus, passengers may have to sometimes quarantine in places they don’t know. It is recommended that airlines provide extensive insurance coverage and other safety-related ancillaries to make sure that passengers remain safe and financially secure if they are stranded in a less than ideal location due to flight disruption.

Emergency accommodations

If flights are delayed or canceled, and another flight isn’t readily available, passengers need to be provided with food and a temporary shelter. Airlines can partner with various service providers to ensure that their passengers are taken care of when disaster strikes.

Conclusion

There’s no predicting what will hit the airline sector next. But a lot can be done to ensure customers are not left unattended when there is the next major disruption that causes flights to be canceled or delayed.

Having an automated, foolproof system like VoyagerAid in place can go a long way in safeguarding your customers from the fallout from the next flight disruption. Reach us if you want a demo or a free trial.

Omnichannel

Omnichannel customer relationship management – the future of customer management

by with No Comment Blog

“Alexa, find me the best prices on flights to London.”

Gone are the days when customers reached airlines and travel agents through only phone, email, or the company website. Everyone’s house is filled to the brim with “smart devices” that can be used to make inquiries, book tickets, or even raise complaints. There are numerous instances of customers reaching out via WhatsApp, social media direct messages, and even the comments section of a promotional post on social media.

Customers seamlessly switch between devices, and they alternate frequently between various modes of search, so they expect you to be reachable no matter what channel they use. Further, they expect to be served in the medium in which they reached out to you. For instance, they’ll be upset if they reach you via Facebook Messenger, and you send them off to fill a Google Form or redirect to a website.

But most importantly, they expect personalization; customers wouldn’t appreciate any automated messages that say you will look into the matter or directs them to your website or gives them an email/phone to reach when they want a resolution through social media.

If you are eager to cater to modern passengers and provide them with a delightful experience, getting an omnichannel CRM is the way to go.

With an omnichannel CRM, you can handle customer interactions from all channels in a single platform, resulting in a seamless customer management process.

Why omnichannel CRM is the future

A specialized travel CRM can go a long way in bolstering your customer management efforts by helping you connect with clients across multiple channels, help them make bookings, get relevant travel information, and resolve any queries they may have.

Equipped with such a tool, you can:

Provide exceptional customer experience:

You can delight customers by rapidly responding no matter which platform they use to reach you. It is possible to configure the CRM to automatically assign agents to handle the customer or person inquiring or respond with a personalized canned message.

Owing to fast response times, and the ease with which customers can access the information they want, it is undeniable that you will get more bookings with minimal effort.

Capture customer data in a pain-free manner:

With a travel CRM that uses AI, you can rest assured that the tool will capture important customer details to build a profile for them that can be leveraged by you to offer personalized products. Also, you can use this contact information to reach the customer with relevant offers and information about travel.

Make the life of customer support agents easier:

Since requests from all platforms will be accessible in a single place, customer support agents don’t have to waste time searching for customer information. Since the CRM can also send personalized messages, the support agent can spend his time dealing with complex requests that can’t be automated.

Enable self-service and buying:

With the right CRM, you can improve your sales drastically by providing customers with the ability to serve themselves. You can do so by making use of canned responses and AI-powered chat and even knowledge bases filled with necessary information.

Automate time-consuming, tedious work

When it comes to serving customers, speed is key. Using a powerful CRM, you can deal with customer requests easily, as the tool will automatically assign the best possible agent. The software will further take care of preventing agent collision, which can be something that slows down work and serves to embarrass the company.

Conclusion

VoyagerAid travel agency CRM is equipped with all the necessary features to take the customer engagement efforts of airlines and travel agents to the next level and prepare you for the future when travel is set to pick up exponentially. With it, you can make sure that you leave no customers behind and upsell to the maximum extent possible via all your channels.

Frame 1618873894

How can airlines boost ancillary revenue post covid?

by with No Comment Blog

Since budget carriers— such as Ryanair —entered the fray and began competing for market share in the airline sector, they have thrived by selling ancillaries. In 2019, before covid was a factor, ancillary revenue for airlines stood at a staggering 109.5 billion U.S. dollars.

With covid throwing a wrench in the workings of the airline sector for nearly two years and costing billions of dollars in losses for airlines, ancillaries have retaken the spotlight. However, airlines can’t expect to return to profitability by focusing on the same ancillaries as before.

Airlines need to focus on the following ancillaries to increase revenue by taking advantage of the post-pandemic desire among customers for personalization, flexible pricing, and higher safety standards.

Personalized tours

Given that over half of business travelers are reluctant to travel in the next few months, tourists and religious pilgrims will be the critical drivers of airline revenue in the near term. Careering to them with competitively priced flight packages that include ancillaries, such as car rentals, food, hotels, etc., will go a long way in optimizing your revenue.

Airlines can further offer tours centered on the emotional and physical wellbeing of passengers, given the toll the pandemic has taken on everyone. This can mean a vacation at a hotel with a spa or a beachside resort, or a hill station.

Safety focused ancillaries

Ancillaries ranging from immunity boosting kits to travel insurance to baggage wrapping can go a long way in inspiring customer confidence in travel and increasing your bottom line. Airlines also need to make sure these safety measures offer comprehensive protection at an affordable rate.

Airlines can even take a cue from travel operators offering trips to Russia that include vaccinations on arrival. Also, airlines can capitalize on the need for social distancing and offer passengers the ability to buy the seats near them to leave vacant.

Another ancillary that airlines can sell is the ability to cancel tickets without any penalty if the passenger gets covid.

Corporate rewards

Airlines can team up with credit cards companies to offer frequent flier rewards and other bonuses. This leads to credit card users becoming patrons of the airline. There are also various loyalty programs that airlines can roll out for both retail customers and corporate travelers that are guaranteed to increase brand loyalty and drive revenue.

For corporate travelers, airlines can offer on-demand services, such as Wi-Fi, in-flight meals, business class lounge access, extra legroom, transport facilities once they reach the destination airport, etc.

Conclusion

Personalization and innovation in ancillary offerings are the keys to an airline’s post-pandemic success. When these are prioritized across all channels and touchpoints, airlines will undoubtedly gain a competitive edge in these turbulent times.

If you are unsure about how to offer customer-centric ancillaries that will bolster your revenue, feel free to reach us at [email protected].

Frame 1618873884

What Is Airline Disruption Management Software?

by with No Comment Blog

“If you want to be a Millionaire, start with a billion dollars, and launch a new airline.”

This quote from Richard Branson perfectly encapsulates how volatile the airline industry is. There is simply no telling when an airlines’ operations will be disrupted due to unforeseen reasons.

Given how much money this costs the aviation industry annually ($60 billion) and how much ire it draws from customers, airline disruption management is a topic worth exploring in detail.

As you read, you will be enlightened on:

What Is Airline Disruption?

Airline disruption is when a scheduled flight is either delayed for two or more hours or canceled within 48 hours of its departure time. Every year, millions of passengers (140 million) suffer because of irregular operations (IROPs) of airlines. When flights get canceled, consumers, on average, must shell out $250 per person to rebook their flights. Besides, for every journey, an airline must fork out $4,000 on average when there is flight disruption. Apart from this, there are also other costs to consider, such as passenger accommodation that heighten the loss incurred by the airline.

Owing to the ability of disruptions to drive up airline operation costs through the roof, their effective management has become mission-critical for flight operations over the world. Also, given how unpredictable they are, the aviation industry is yet to reach a point where they can quickly mitigate the effects of a disrupted flight.

The most common causes of airline disruption.

Disruptions are quite common in the airline industry and are caused by a host of reasons, namely:

Air Traffic Control (ATC) restrictions

Only around half a billion passengers took to the skies in the ‘80s. But nowadays, the number exceeds three billion annual passengers. Due to this incredible increase in the air traffic, which also happens to be concentrated in a handful of global hubs, there is always the possibility that a few flights will be delayed.

A key reason for flights being delayed is the regulations that the ATC has for long flights. Flights sometimes must change the route at the last minute due to weather and jet streams, which is further complicated because the airline’s focus is to increase fuel and cost-efficiency.

Further, in places with shoddy radar coverage, flights take longer to take off and land safely, which causes a ripple effect; when one flight is delayed, everything else in the route is affected.

Bad weather

Institutions, such as the FAA or Federal Aviation Authority in the US, are tasked with determining the optimal conditions for a flight to be operated. If these conditions are not met, there may be disruptions. Surprisingly, the weather is not a common reason for flight delays around the world. For the weather to be a factor, it needs to be something severe, such as a blizzard, tornado, or hurricane.

Bird hits

An aircraft’s collision with an airborne creature, usually a bird, often leads to delays in flights. Called bird strikes, this phenomenon occurs 13,000 times every year in the US alone. The primary reason for bird strikes causing delays is that there are regulations requiring airline companies to perform certain procedures once their aircraft have been struck by a bird.

Mechanical issues with the airplane

Technical maintenance delaying takeoff is quite common, as airplanes are subjected to strict evaluations, failing which they will be grounded. Issues that often lead to disruption are fuel contamination, problems with the engine fan blades, parking issues, contamination of the air conditioning system or the drainage system, etc.

Aircraft preparation

Work on the aircraft to prepare it for the next flight starts the moment it lands, which may sometimes cause disruptions in the schedule. While rate, it is certainly possible for a flight to be delayed for something like refueling, cleaning, etc.

Runway obstructions

This may be one of the rarest reasons for a flight being canceled or delayed. An example of this is the turtles obstructing the runway at the JFK airport in New York. The turtles were drawn to the sand surrounding the runway, which was ideal for them to lay eggs.

Miscellaneous reasons

Complaints about airline service, complaints about discrimination, missing luggage, etc. are also issues that lead to airline disruptions more often than you think. Besides, customers might also be made to wait due to missing crew members or missing connecting passengers.

Maximum takeoff weight (MTOW) violations

Before takeoff, airplanes are checked for one crucial thing—whether it complies with the regulations relating to the maximum weight allowed on it.

Protests/strikes

Since the industry relies heavily on professionals with specialized skills, they are largely at the mercy of their employees, such as pilots. When these employees go on strike, like the 2-day-long one organized in September 2019 by British Airways’ pilots, the business can come to a standstill, enraging legions of customers.

Airline disruption’s impact on aviation

Lacking a coherent strategy to deal with disruptions, which are quite common in the industry, can lead airlines to face the following issues.

  • Mega revenue losses

According to a study by T2RL, disruptions cost the travel industry roughly $35 billion every year. Apart from the ‘hard cost,’ which is paid to the customers for flight cancellations, airlines also must bear a ‘soft cost’ that is the amount the airline will lose in the future owing to a lessening in customer loyalty and trust. Further, there is also the issue of the support staff becoming unproductive in the absence of efficient airline disruption management software.

  • Bad press

Social media has become the most preferred location for frustrated customers to vent their unhappiness about various airlines that either had overbooked or canceled flights. A case in point is the fact that United Airlines received a ton of bad publicity due to their attitude towards the passengers of an overbooked flight. Notably, they were the most-talked-about airline between June 11- July 9, 2017, proving how essential proper airline disruption management is.

  • Inability to deal with the rapidly expanding customer base.

It is said that by 2035, the number of people who take an airline for their travel needs will double. This is a steep increase from the roughly 3.7 billion passengers who use the mode of transport. Also, it is said that the Asia-Pacific region will give rise to half the passengers who use airlines in the next twenty years. Presently, twenty percent of flights are delayed, and the effects of disruption are already adverse. When the number of flight user’s increases, there are bound to be even bigger consequences for disruption.

  • Being passenger-centric during disruption

Although there are a lot of complications that an airline must deal with during a flight disruption, it would serve them well to prioritize their customers for the reasons mentioned above. Most customers expect prompt updates about delays or cancellations and failing to do this will lead them to leave bad reviews all through the internet.

To provide passenger-centric service, airlines need to implement multi-channel customer support that is provided by a multi-lingual team that specializes in airline disruption management.

What is airline disruption management?

Airline disruption management involves providing customers with real-time updates on cancellations and delays in their flight schedule and enabling them to rebook or get a refund on their tickets during flight disruptions either on their own or by interacting with a customer support representative or chatbot.

From the previous section, it must be clear that handling disruptions without much escalation from the customers is a crucial aspect of ensuring an airline’s sustained success. Here are a few means employed by airlines to ensure that customers can access quick support or even help themselves if they choose to.

Means of providing stress-free customer support during disruptions.

Social media

Even in this digital age, many airlines use social media only for promotion. They spam customers incessantly with news of discounts and new destinations that they cover. However, what they are missing is the potency that social media has for effective disruption management for airlines. With the right strategy, companies can leverage social media to inform customers about irregular operations (IROPs) promptly. Also, the airlines can respond to feedback given by customers.

A few things to bear in mind while dealing with clients on social media are:

  • Speak with clarity.
  • Speak with empathy.
  • Speak with honesty.

When this is done, the customers feel like they are in control of the situation and that you are doing everything in your power to address their plight. Already, large players in the airline space, such as Southwest Airlines and Qatar Airways have a dedicated team to address their customers’ concerns on social media.

Chatbots

In the travel industry, chatbots are already the rage. Travel firms have already started answering customer queries via Facebook Messenger and other social media platforms where chatbots are enabling them to respond promptly to the customer after automatically going through their details.

The rise of chatbots has enabled companies to free up their customer support staff and use them only for customer requests that are beyond what the chatbot can handle. Amazingly, the chatbots of today can make reservations and answer frequently asked questions

Airline companies have a great opportunity to employ these intelligent chatbots for offering customer support via online messaging apps. This is because customers will overwhelmingly prefer to use an interface that they are familiar with when it comes to customer support rather than download a new app.

For airline disruption management, chatbots can be of immense use in responding to customer messages rapidly, informing them of delays and cancellations, and updating them of alternative flights. In addition to getting communication from the company, the customer can use the chatbot to book/rebook tickets, seek a refund, find a place to stay, etc.

SMS

Another way to empower customers through real-time and personalized notifications is through SMS. Real-time alerts can be sent to customers about severe delays, which will stop the customers from arriving at the airport too early.

Due to the versatility of this channel of communication, airlines can directly interact with customers, track down individual passengers, and thereby minimize the effects of airline disruption. Moreover, it can be used to alert passengers if they are late, provide them with details on how to reach the gate, how to use the self-check-in systems and alert customers of modifications to any relevant flight information.

This is also a great way for airlines to save on time and money by avoiding the large influx of calls into customer care as the result of a disrupted flight.

Airline Disruption Management Software Par Excellence for Airlines’ Stress-reducing communication with customers

Provide your customers with a hassle-free rescheduling, rebooking, or cancellation experience by leveraging the power of our advanced AI chat-bots and self-service portal. When it comes to dealing with airline disruptions, Voyager Aid brings you enhanced agent productivity, self-service, and customer satisfaction.

When there is any disruption in the airline schedule, your clients will be instantly notified via personalized email and text. From there, your clients have the option of rebooking, rescheduling, or availing a refund to the payment method of choice—all in a seamless manner.

Features of Voyager Aid Airline Disruption Management Software

Do not lose out on customers, revenue, and operation efficiency because of delays in notifying customers of airline disruption. Keep your customers informed of flight cancellations and delays and cater to all their airline disruption-based needs with these amazing features:

  • Easy to use integrated booking engine.

Due to the solution’s integration with the reservation system, your customers have the luxury of rebooking or getting a refund on their tickets on the same platform. It does not matter where the request came from; whether it is email, Chat, phone calls, websites, or social media accounts, Voyager Aid can bring it all under one platform for your team to deal with.

  • Unparalleled user management and smart ticketing system

Seamless user management allows you to create and manage different users with distinct privileges based on your need. Given how efficiently our software sorts the complaints based on the type, you can also provide exceptional support to your customers with a small team, saving you a lot of money.

Owing to the smart ticketing system, you can further avoid the embarrassment of having two different agents answering the same ticket—the system detects and warns you if two agents are occupied with the same request.

  • AI-powered chatbot for effortless Airline Disruption Management

Our airline disruption management solution is equipped with powerful AI that instantly caters to your customers’ needs based on the query. Notably, your customers can have their complaints, feedback, and queries attended to using an agent or a robot no matter what channels they are using to reach you. Due to the software’s ability to send messages that are tailored to the mood of the customer and the exact grievance, your team is assured to be hyper-productive.

With the intelligent system that can automatically send messages and create tickets, you will never miss an email or message from your customer. Save substantial amounts of money on manpower and soft costs resulting from the lack of trust that will come because of bad customer service.

  • Advanced reporting features to gauge customer satisfaction and support team performance

To bolster your airline disruption management efforts over time, Voyager Aid provides you with customizable reports and a live interactive dashboard of your agents’ performance, and details of how satisfied the customer was with the interaction. Cost-effectively, you can also track the status of customer requests at any stage.

Moreover, you can accurately track the SLAs set by various customers and even put your customer support data to good use for creating the optimal experience for your customer.

  • Comprehensive knowledge base

With Voyager Aid, you can store, manage, and disseminate vital information within seconds to your customer, clarifying their pressing queries.

Make your agents’ life easy and serve customers with quick and automated responses. Using the knowledge base that includes how-to guides, use cases, travel advisory, etc., you can instantly give your customers what they are looking for when it comes to commonly asked questions. You can further personalize these canned responses with the customers’ names and ticket status.

Undoubtedly, this will drastically bring down the number of customer complaint calls and emails. As your company grows, you can expand on your knowledge base to provide customers with the best possible resolutions.

Benefits of streamlined airline disruption management for airlines and customers.

  • Both the crew and the passengers are more satisfied.
  • With the right disruption management solution, airlines can leverage real-time flight data and crew schedule data to map out the effects of the disruption.
  • Seamless scalability based on the requirement is another highlight.
  • Further, airlines have the option of providing the support that their customers require, i.e. it is flexible.
  • There are also huge cost savings that occur because of using effective airline disruption management software according to IATA Research.
  • Also, the airline can make better decisions that are crew and passenger-friendly.

Conclusion

According to a whitepaper by Forbes Insights and Sabre, leveraging newer, more potent technology for customer experience and operational performance is at the top of the list of priorities for airline executives around the world. As more and more tech-savvy companies enter the fray, airline companies will be increasingly drawn to boosting customer loyalty.

Discover the best-in-class airline disruption management software specially designed to delight your customers.

.

Frame 1618873888

Can Chatbots/Virtual Assistants Help Airlines Bounce Back When Travel Revives?

by with No Comment Blog

According to Forbes, 86% of consumers prefer humans to chatbots.

This should not be surprising, given how many of us have reached out to customer support, hoping to get to a sympathetic human, only to be faced with a chatbot that seems determined to annoy us with either nonsensical answers or the infamous message: Sorry, I cannot help you with that.

But what if we told you that chatbots will RESCUE your AIRLINE?

That it will turn the limp that COVID-19 has given your airline’s growth into an unstoppable sprint?

Sounds unbelievable?

Allow us to show you how ARTIFICIAL INTELLIGENCE makes that possible. As you read, you will see how AI-powered customer service chatbots will not just save you money but also leave your customer delighted.

The situation to date

While chatbots with basic functionalities have been implemented by the airline sector, most of the customer support work is still being done by humans. To cut back on costs, airlines have taken to outsourcing their customer support needs, but there is a limit to the money that they can save.

Making matters worse, the COVID-19 outbreak has forced airlines to cut back on support staff. This has, to a large degree, left the airline sector vulnerable to surges in customer support requests as the pandemic subsides and travel resumes.

That raises a serious question.

How will airline support teams scale up when travel volume picks up?

Like many other sectors, the aviation industry has sought to leverage AI to enhance their passengers’ travel experience.

AI chatbots, which are self-training systems that can remember user preferences and the context of conversations to provide a human-like experience, can go a long way in enhancing customer satisfaction and bringing down costs.

Owing to its immense potential, airlines have been quick to tap into AI-powered virtual assistants/chatbots to both replace and facilitate the working of customer support executives. In many instances now, airline companies employ AI chatbots to provide customers with personalized care and flight information.

Key trends in airline chatbot implementation

Increasingly, airlines have implemented their chatbots on popular social media apps, allowing customers to get their issues resolved at their convenience. Here are a few stats that prove that the airline chatbot revolution is here to stay.

  • Iceland-based carrier, Icelandair, now provides 24×7 customer support via Facebook Messenger thanks to its bot.
  • Air Asia’s implementation of AVA ensures that 10 times the normal number of tickets are cleared daily.
  • WestJet’s Juliet resolved 87% of the cases coming from Facebook Messenger and WhatsApp owing to its machine learning capabilities.
  • During the peak of the pandemic, Iberia’s IBot resolved 72% of the incoming queries. Further, on other platforms, it had a success rate of 88% while dealing with 250,000 messages. Notably, the issues it dealt with included booking management, voucher requests, and flight status inquiries.
  • The rebooking bots from KLM saved agents’ time by resolving 10% of the issues instantly and automatically and only diverting complex requests to their human counterparts.

It is beyond reasonable doubt that airline chatbots are here to stay. If the examples are not convincing, maybe the SITA report, which found 68 percent of airlines and 42% of all airports use chatbots/ virtual assistants to keep customers notified of important developments, will do the job.

Why the newfound popularity?

Given how unpopular ordinary chatbots are, it may be surprising to see AI-based bots taking over the industry. But what you are missing is that AI chatbots have a variety of features that give them an edge over all the other means of customer support that airlines have been using since the industry’s inception.

These features are what will help the industry bounce back when travel volumes go up.

  • Stay on top of customer support requests regardless of volume

With AI, airlines have the option of resolving tickets extremely quickly with a limited budget even as support request volumes go through the roof. AI is tireless, so chatbots employing the technology have what it takes to scale up rapidly to meet demand. This is especially beneficial because airlines do not have to go through the tedious process of hiring and training lots of customer support executives in a short duration when travel volumes go up.

Even the ones that you do end up hiring will be more productive given how they do not have to deal with repetitive tasks all day thanks to AI-enabled automation of ticket resolution. This is a surefire way to save a ton of money.

Besides, these highly intelligent virtual agents can be used to provide quick resolutions across multiple channels, which will save you and the customers a lot of time.

  • Identify and solve trending issues during flight disruptions

Even after we put the COVID-19 crisis slowly behind us, it will take time before we know its full ramifications. Consequently, new issues in travel will keep cropping up, just like the necessity for social distancing that came up amidst the worst period of the pandemic.

New challenges that may come up in the wake of the pandemic, such as government regulations or related disruptions in flight services can be found out quickly and tackled using AI. Promptly informing passengers of issues when there is a disruption in flights is a great way to prevent tickets from coming in.

  • Revenue optimization through the sale of ancillaries

The fact that AI chatbots can automatically sell ancillaries through a passenger’s journey is a point in its favor. Ancillaries are a key driver of airline revenue, so the ability of chatbots to offer personalized ancillaries, such as priority boarding, seat upgrades, and extra checked baggage, answer queries instantaneously, and facilitate easier purchases justifies their use as travel picks up.

  • Retain more customers with stellar customer support

Steadily, travel volumes are going up, and you can capitalize on this by consistently providing customers with a delightful travel experience. According to a study from Applied Marketing Science and Twitter, customers are willing to pay more for a flight if they have had a positive experience with the airline’s customer support team.

With an airline chatbot, you can make sure that your customers are taken care of round the clock and attended to instantly. Amazingly, you can do this without hundreds of support staff stationed around the globe.

  • Safeguard your customer service executives’ mental well-being

Since a lot of customer service executives were laid off during the pandemic, the task of handling countless frustrated passengers fell on the few agents who were left. This has taken a huge toll on their mental health.

As the COVID situation gets better, support requests are set to increase drastically. With the use of AI chatbots, airlines can reduce the workload of agents by using a virtual assistant to take care of the commonly asked questions.

Conclusion

Chatbots will become ubiquitous in the aviation industry in the coming years, given the lessons from COVID-19. Further, they are much more than a cost-saving measure; airline chatbots have the potential to boost ancillary sales and bring down support costs, blurring the line between customer experience, sales, and customer support.

With chatbots/virtual assistants, airlines will also be able to retain more customers by allowing them to access instant, personalized, and easy self-service. All airline chatbots are not created equal, though. To maximize customer satisfaction and ROI, Infiniti Software Solution’s airline chatbot is the optimal solution.

Frame 1618873903

Handling Groups During Flight Disruption

by with No Comment Blog

What happens when you cross a group of business execs on a hectic schedule with a disrupted flight?

The answer is obvious.

You get an angry mob with an oversized influence on your bottom-line queuing up to patronize your competitor while simultaneously berating you on social media.

You can imagine for yourself the nightmarish scenario you will find yourself in if by chance the flights are delayed or canceled for a bunch of religious pilgrims or vacationers. The financial damage will be comparatively less, but your reputation will tank nonetheless from all the negative press you will get on social media.

Sounds frightening?

This may even have happened to your airline, and you may have experienced a mad scramble to provide support to countless angry passengers and deal with their rebooking or cancellation requests.

Can things be better? How can an airline deal effectively with the fallout from disruptions on lucrative group bookings?

It is near impossible to avoid flight disruptions or even predict when one will occur. The solution lies in managing disruptions efficiently, keeping in mind both the profits of the airline and customer experience.

But this is easier said than done.

Traditional Methods Of Managing Groups During Airline Disruptions —And Why They Will Not Work

Even with the COVID-19 pandemic raging in 2020, the number of people who took to the skies was 1.8 billion. The number will steeply rise in the coming months and years as lockdown restrictions are lifted across the world. To keep up with the demand for disruption management solutions, airlines must find ways to tackle the disadvantages of the legacy methods that are as follows:

The highly chaotic manual method of informing passengers of delays or cancellations

When there is a delay of some sort in your flights, the least you can do is inform the passengers so that they will not arrive hours earlier and sit fuming in the airport. Using the old-fashioned method of reaching out to one customer at a time is a tedious process that is also prone to errors.

Near Impossibility Of Dealing With Multiple Channels

When a group gets to know they will not be boarding at the promised time, there is no telling what the reaction will look like. Some will take to venting on social media while others will write long-winded emails to customer support. Some people will give you a call on your customer support number.

If you are not prepared to simultaneously tackle this large volume of customer support requests, you are bound to lose customer goodwill.

Time-Consuming Manual Rebooking/ Cancellation Process

During a disruption, you can be sure that your helpdesk will be flooded with support requests from frantic passengers desperate to know what is going on with their flight. The volume of calls, emails, and social media messages you get will surely overwhelm your customer support agents, create great confusion when it comes to rebooking/ cancelling, and undoubtedly lead to extremely unhappy customers who will think twice about using your services again.

Benefits Of Automation In Dealing With Group Bookings Of Disrupted Flights

When there is a flight disruption and you have a group booking on your hands, the first thing you need to consider is how to prevent the ensuing chaos when the passengers learn that their plans have been spoiled through no fault of theirs. Sending them an email or an SMS with a generic apology will not cut it.

Matter of fact, it is a recipe for unmitigated disaster. A disaster you will remember for a long time.

More importantly, it will be a disaster that potential customers will associate your name with.

Preventing all this requires a lightning speed response to flight disruption along with a level of personalized customer support that is unprecedented.

Now, is that even possible?

This is where automation comes in.

With the right airline disruption management solution that integrates with the group booking software, passengers can be provided with personalized notifications of disruptions, real-time support, the ability to rebook or cancel flights on their own, and the option of instant refunds if they need them.

Here is how such a solution can transform your operations and redefine customer experience.

Instantly Notify Your Passengers Of Disruptions

The last thing you want on your hands is a group of angry passengers in the lobby complaining that they were not informed of the flight delay. Upset passengers busying up your airport staff asking for more information or demanding refunds can throw a wrench in your day-to-day operations.

It is hence prudent to automate the notifications about flight disruptions and ensure customers get the message via multiple channels, such as email and SMS. They will appreciate the effort you put into informing them. Moreover, a timely warning that the flight will not be available will prevent them from coming to the airport earlier and wasting their time.

Make Your Customers’ Life Easy With Automatic Rescheduling And Cancellation Options

A stranded passenger’s biggest frustration is that he lost control over his schedule through no fault of his own. Giving the passenger the ability to automatically reschedule or cancel their flights and get a refund through a self-service portal is a great way to make them feel in control of the situation.

The process must be automatic; the last thing a customer wants when their schedule is disrupted is to wait in a queue to reach customer support.

Leave No Passenger Behind

When it comes to group bookings, you will see two types of passengers—one that proactively uses your self-service portal to rebook or cancel their tickets and another that is blissfully unaware of the flight disruption.

If you can provide automated flight rebooking or cancellation to the first type, then your customer support agents will be free to call the passengers who fall into the second category and take care of their needs, which will invariably delight them.

24×7 Support Across All Channels In Multiple Languages

With group bookings, there is the issue of getting multiple support requests simultaneously for the same issue. Having a dedicated support team is great, but it is no match for an omnichannel, automated support solution that can answer passengers in multiple languages.

Cost Optimization

During disruption, there is bound to be chaos in reassigning passengers to various flights. If you use AI, you can direct passengers to your flights that have low occupancy, which will free up demand on the overbooked flights and add to your bottom-line. Most significantly, you can do so without diminishing customer satisfaction.

Reduced Support Staff Requirements

Automate your customer support with AI-powered chatbots that never tire, no matter how harsh the customers are with their questions. Moreover, you can widen the range of the support questions the chatbots can answer, by using a comprehensive knowledge base with all the common questions that passengers ask during a disruption.

Conclusion

No doubt, the future of airline disruption management, especially for group bookings, is digital. Adopting automation for dealing with the group booking passengers during disruptions with a relatively small investment can go a long way in alleviating their frustration and preventing them from switching over to your competitors.

Frame 1618873904

Why NPS (Net Promoter Score) survey is very essential?

by with No Comment Blog

1. IDENTIFY DETRACTORS: Now its time to retain our existing customers as they are our biggest asset. Identifying customers who are not happy and solving them will be a key factor

2. GAIN NEW CUSTOMERS: Investing in the acquisition and converting a customer will be a complex task in this pandemic. So identifying promoters in your customer base help you to gain new customers

3. SERVICE QUALITY: NPS survey will definitely give you the bigger picture on the service quality and helps companies to streamline their support system.