Riga, Latvia, Sept, 2020 -- Due to widespread flight changes caused by the Coronavirus crisis, airBaltic customer service team has been handling a significantly increased volume of inquiries. Last week the airline received 17 000 incoming calls or 80% more than the year before.
Laura Vecvanaga-Pukite, airBaltic SVP Ground Operations and Customer Care: "I am thankful to our devoted and professional team, who has shown exceptional skills, while working under significant pressure. During this time, the length of the average call has increased to 10-15 minutes, while our agents have to be able to explain the current restrictions in place."
airBaltic call centre works in seven different languages. The company already increased the capacity of its call centre and customer service in spring, however, longer waiting times still apply. Currently 87 agents work at airBaltic call centre and 30 more are planned to be hired within the few upcoming weeks.
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To avoid phone line queues, airBaltic recommends contacting its call centre between 7:00 and 9:00 as well as 19:00 and 23:00, where there are less people trying to reach the airline. The company also can be reached on various social media, where the number of conversations has also more than doubled compared to last year.
Passengers are strongly suggested to check the travel regulations and airport restrictions on the official websites or with local embassies before travelling. Regulations are changing rapidly and vary per country, therefore always make sure you have the latest information to have a smooth journey.
Posted by Veronica Silva Cusi, news correspondent
airBaltic (Air Baltic Corporation AS) is one of the most punctual airlines in the world connecting the Baltic region with over 60 destinations in Europe, the Middle East, and the CIS. airBaltic is a joint stock company that was established in 1995. Its primary shareholder is the Latvian state, which holds 96.14% of the stock, while Lars Thuesen holds 3.86% through his fully-owned Aircraft Leasing 1 SIA. airBaltic operates 22 Airbus A220-300 aircraft. airBaltic has received numerous international awards for excellence and innovative services.
Published: Monday, September 7, 2020
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