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Article : How Tech Improves The Airline Customers Experience

#contactcenterworld, @CCMerchBPO

Author: Devendra Govender, Merchants

Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences.

  • Digitalisation will drive better customer experience in the aviation industry keeping airlines competitive.
  • Data analytics and insights are supporting airlines across the entire value chain.
  • Subject matter experts managing contact centres effectively leverage technology to support customer experience for airlines.

Arguably, nothing is as important to an airline as their customer experience strategy and should go beyond just the mechanics of sending the customer on a flight. It’s also about forging an emotional connection with the customer through a hands-on approach that lets them know you have their best interests at heart.

"Making travel arrangements is an exasperating process; taking into account not only the stress of long distance flying and connecting flights, but also all of the arrangements and documents required prior. Business models not built around prioritising a positive experience for customers and helping lessen the stress that goes alongside travelling, run the risk of becoming irrelevant in the near future – despite pricing," says Devendra Govender, Head of Operations at Merchants.

Digital transformation has resulted in increased consumer demand for a more personal, tailored travel experience, not only in terms of products and services, but communication too. This requires airlines to optimise the analytics of big data, customer insight and behaviour prediction.

In this article we look at how tech improves the customer experience in these areas:

  • Bookings and enquiries
  • Tailoring new experiences and mitigating negative ones
  • Analytics can identify ancillary services and new revenue streams
  • Managing personal data and mitigating fraud

Bookings and enquiries

While passengers might look to digital channels to search for the right deals or pre-book add-ons like in-flight connectivity or extra luggage, the contact centre prioritises the human element offered by this channel. Booking flights, changes to bookings, enquiring about loyalty programmes, special requests or issues like flight cancellations and delays are often best dealt with by a person.

Agents must have the relevant knowledge and experience to connect with and assist passengers throughout their travel journey, with an array of queries and concerns. This needs to happen across all channels, whether that’s chat bots, WhatsApp or Messenger where contact centres are managing these channels. Incorporating big data further enables contact centres to make real connections with people, and gain insights that assist in addressing their specific pain points.

Tailoring new experiences and mitigating negative ones

Real time data allows airlines to provide consumers with tailored services that are updated throughout the journey. Such an example is the tracking of luggage in real time.

Data collected via contact centres can also inform airline employees at check-in desks as to whether a passenger has experienced lost luggage previously and allows them to communicate what steps have been taken to ensure this doesn’t happen again. This gives passengers peace of mind and minuses their stress while travelling.

Using data to track unaccompanied minors who are flying gives parents or guardians step-by-step updates regarding their travel in real-time. The same technology can be applied for those travelling with disabilities, and real-time updates are provided to passengers regarding where to locate airline employees and their pre-booked wheelchairs.

Flight delays are of course a headache, for both the airlines and the passengers. However, through real-time communications, airlines can keep passengers updated and be transparent on the reasons why. Furthermore, airlines such as Emirates are considering the use of drone technology to help with technical checks of aircrafts after landing and before take-off.

Analytics can identify ancillary services and new revenue streams

Managing personal data and mitigating fraud

Digital platforms allowing self-service payments are often favoured by passengers over recounting credit card details to agents over the phone, for both security reasons and convenience. Technologies like fingerprint and facial recognition are being built into mobile applications further ensuring the safety of consumer data. Consider the most recent case with British Airways which was fined a record £183m for a data breach.

Insights collected through contact centre bookings enable airlines to detect certain trends that may be red flags for credit card fraud. These can include bookings where the departure and arrival times don’t match or are too close or far apart, bulk bookings made on the same day as departure, or specific route types. Detecting and stopping fraudulent activities have cost savings benefits, both for airlines and their passengers.

For airlines to remain competitive and win at customer service, contact centres using digital tools to collect big data, coupled with industry expertise, will create better customer experiences resulting in cost savings, revenue generation plus the retention and growth of their customer-base. While this is no easy task, collaborating with the right business partners will mean that airlines are well equipped to prioritise the customer experience throughout their digital transformation journey.

#contactcenterworld, @CCMerchBPO

About Merchants:
Company LogoMerchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
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Today's Tip of the Day - Experience And Architecture

Read today's tip or listen to it on podcast.

Published: Wednesday, October 23, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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