Easter travel plans place pressure on airlines to deliver following severe weather disruption
New York, 28.03.18 – More than 4,000 flights have been cancelled across the country as another Nor’easter storm hit the East Coast. With Easter approaching and being known as one of the ten worst travel periods in the U.S., airlines are facing pressure to respond to the repercussions of Storm Toby and manage further travel chaos over the weekend and coming week leading into the holiday.
Easter week brings the risk of additional flight disruptions, crowded airports and long queues, which will place pressure on airlines to meet ever more demanding customer expectations. Travellers will take to a variety of digital channels to express their discontent, putting pressure on travel providers to effectively monitor and track customer engagement.
To keep their head above water during peak travel periods and flight disruptions, airlines and online travel agencies (OTAs) are seeking ways to keep pace with sky-high customer expectations.
William Hoppe, Travel & Logistics Practice Leader at Intelenet® Global Services, comments: “Airline delays and cancellations are unavoidable as carriers try to accommodate a customer base that continues to grow at a rapid pace – especially during peak travel periods. However, travel providers can ensure a better level of customer service when disruption strikes by turning towards innovative technologies.
“Doing so can greatly improve performance in the air travel industry, while also boosting customer satisfaction. In a world where customers can air their discontent with the click of a button – ‘anytime anywhere’ – next-generation technology solutions can improve employee productivity, allowing employees to focus their energy on urgent customer requests.
Hoppe continues: “Automation, for instance, can improve the time it takes to help passengers determine options if they need to change their flights by 60 percent. This significantly reduces the risk of brand damage and gives customers a reason to place trust in their carrier, and as a result, return as a customer in the future.”
About Intelenet® Global Services:
Intelenet® is a large global Business Process Outsourcing player, committed to delivering its client’s strategic goals and helping in enhancing, broadening, and deepening the relationship to add value.
Backed by The Blackstone Group, a leading Global Private Equity player, with a current portfolio of clients that includes Fortune 500 companies, Intelenet® is a 55,000 people organization spread across 66 global delivery centers across USA, UK, India, Poland, and Philippines; supporting 100+ clients in over 50 languages. Intelenet® provides innovative, cutting-edge solutions supporting customers across Contact Centre solutions, F&A, HRO and IT solutions across Banking and Financial Institutions, Healthcare, Travel and Hospitality, Telecom, Retail, Manufacturing, and Information Technology (IT) verticals. Intelenet’s range of integrated BPO services deliver transformational benefits to clients through reduced costs, ongoing productivity improvements, and process re-engineering.