How can customer service be improved for airlines

How can customer service be improved for airlines before summer?

Various events last summer saw many flights and holidays being cancelled at short notice, which had financial and reputational impacts on airlines in turn. The fallout of such situations serves as a stark reminder of the critical need for airlines to plan and implement effective long-term support strategies to navigate potential disruptions. So, how can customer service be improved for airlines before the summer travel spike this year?

Getting ahead

Processing refund requests efficiently is a key aspect of providing excellent customer service. Customers expect quick solutions, and airlines need to demonstrate that they are accessible and willing to listen to their grievances. Airlines should provide various channels of communication that can be accessed across different devices and locations.

In a crisis scenario, using a triage system which integrates a quick reply feature, webchat automation, and effective AI on digital channels can help customers get quick answers to basic questions and manage an influx of communications.

Scaling up to cope

It is also vital that airlines can quickly scale up their customer care team’s capacity and respond to an increasing number of important enquiries. This should include having partners in place who are ready to step in during a crisis. Our emergency cover offers businesses a helping hand when they need it most by scaling support up and down as required. Much like a Netflix subscription, this resource can be turned on and off as necessary and paid for on a continuous subscription basis.

Supporting customers with empathy

For the customer care team, demonstrating patience and understanding is more important than ever when it comes to diffusing potentially heated interactions, such as engaging with customers who may have had to cancel their holiday. Advisors should be able to communicate in a warm, friendly, and empathetic tone to ensure that customers feel listened to and understood.

Companies have a responsibility to ensure that customers feel supported regardless of the contact channel used, so customers should opt for whichever channel of communication suits their situation. For example, if the customer is abroad and concerned about the cost of making a call, it might be more appropriate to use social media, webchat, or email to reach the company.

All Insights