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Even before the pandemic, disruption was one of the most difficult problems facing airline operations. Bad weather, strikes, and other external events have always been a heavy burden. But the way disruptions are managed could ultimately make or break a customer’s experience and desire to book again.
Even before the pandemic, disruption was one of the most difficult problems facing airline operations. Bad weather, strikes, and other external events have always been a heavy burden. But the way disruptions are managed could ultimately make or break a customer’s experience and desire to book again.
At Air France, our top priority has always been managing disruption as smoothly as possible, as it is paramount for customer service. This past year with COVID-19, disruption management has taken on a whole new meaning in our industry. Having a proactive approach has been crucial – but the rules of the game have changed. The standard time window for disruption and how to manage rebookings when there are limited or no flights available has meant we had to rethink our approach. The reality is disruption remains very much a fact of life in airline operations and has required us to adapt in the past year and a half with more agility and flexibility to continue delivering value to our travelers.
Within disruption, rebooking is one of the major processes that can impact customer service. The end goal of disruption management is to help travelers get on with their lives as quickly as possible after a disruption occurs. So often, when faced with disruption, we faced a situation where the passenger called our call center or approached a sales desk at an airport to check on alternatives to the initial rebooking – translating into a poor customer experience and inefficient service. No one wants to wait for long on the phone or at the airport, especially now, with immense caution about hygiene and safety in public spaces.
Technology is the key to solving this puzzle, and this is where our collaboration with Amadeus fitted in. We have evolved our partnership in this area this past year with aself re-accommodationsolution that empowers our customers so they can visualize, access, and book the options that best suit them in just a few clicks or taps. This translates into quicker, more efficient disruption management, resulting in an improved experience for our passengers.
This tool helps us provide passengers with self-servicing capabilities to manage disruption in various ways. They can either accept the default flight or choose an alternative flight. It puts the customer right at the center of the whole process – key to increase their confidence in these uncertain times as travel picks up. Passengers can rebook quicker and simpler than before in the flight they want in an automated way, with fewer processes - while interline agreements and other operational constraints are taken into account.
Using theAmadeusSelf Re-accommodation tool in the first four months, we have seen close to 580,000+ of passengers notified, over 20,000 connecting to the platform, and about 32% of users going through the end-to-end flow. We’ve also seen a positive impact on the customer satisfaction of those using the tool. Using it these past few months has given us a glimpse of the potential impact on our overall operations, especially our call centers, once travel gets back into full swing. Through automation, we hope in the future to alleviate the burden previously faced on the phone and at our sales desks, so agents can switch their attention to better engage with and serve our passengers’ needs.
We are positive that technology is one of the critical answers to the industry’s recovery. We are happy with our growing collaboration with Amadeus in this space to give our customers the quick and relevant offers that they want so that they can go back to the skies with confidence.
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