This week schools break up for Easter holidays, prompting the start of the bank holiday weekend getaway. Travel chaos is expected and could be worsened by predicted snowfall across the UK.
Flight disruptions, crowded airports and long queues will push travel providers to meet 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 out ways in order to keep pace with sky-high customer expectations.
Bhupender Singh, CEO of Intelenet® Global Services, comments: “Airlines are under pressure to achieve a high level of customer satisfaction all year round, but peak travel seasons – especially when compounded by disruption – amplify this.
“At one point or another, we’ve all felt the stress of waiting endlessly in a queue, and so can understand the urgency of getting in touch with someone when a problem arises. In a world where customers expect to be serviced “anytime anywhere”, it is crucial for airlines to deliver fast and accurate compensation.
Bhupender continues: “With the stakes in the battle for customers higher than ever, airlines and online travel agencies are turning to innovative technologies to help boost customer satisfaction. For instance, automation allows travel providers to focus on catering to customer needs and relieves the headache of inputting repetitive tasks.
“Utilising such innovative solutions can enable a 50 per cent reduction in retail losses, which is a win-win situation for both airlines and customers – better management of manual tasks boosts productivity for staff, which allows attention to be directed towards urgent customer requests.”
