As we know…

Travelers expect airlines to provide essential and up-to-date information in a timely manner and on their preferred channel. Whether chat, social media or e-mail, every channel is important and underpins airlines’ efforts to drive a seamless omni-channel customer experience.

The challenge for the airline was…

To improve the process quality for its chat channel and handling of general queries, changes, cancellation and special service requests. This warranted:

  • A robust procedure to enable quality dashboards, raise red flags and ensure overall control of documents / records
  • An effective Quality Management System (QMS) adhering to industry-leading standards
  • Insight-driven business reviews for collaboration

The airline partnered with WNS due to our deep understanding of the airline industry and expertise in digital and data analytics. The objective was to chart out a comprehensive QMS to improve the overall process and meet and exceed customer expectations.

Here’s what we co-created as a solution…

WNS leveraged TravXP, the customer experience pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry), to re-imagine the airline’s chat process. We implemented a well-defined QMS comprising a quality playbook (of policies, goals and measurement criteria), procedures (for red flags, audits, and control of records and documents), and review and collaboration methods.

Designed to positively impact the quality of the overall travel experience, our solution also delivered additional value through train-the-trainer programs.

We utilized tools such as Citrix, Lanyon-GDS interface tool, IRIS workflow tool, PAXTRACK, Amadeus, Sabre, Worldspan and Galileo to improve the overall efficiency for the client.

The solution enabled the airline to achieve…


calibration scores


average week-on-week improvement in CSAT scores


average weekly improvement in quality scores

Moreover, WNS provided value-added assistance by participating in training, operational and quality functions.


WNS is a leading Business Process Management partner to more than 400+ global businesses, including 100+ Travel & Hospitality companies. Our clients in the travel and hospitality industry trust WNS TRAVOGUE for designing and executing their data and digital led business transformation journeys.

Built on more than two decades of experience working with clients from Airlines, Hospitality, OTA and TMC segments, the WNS TRAVOGUE suite of offerings brings together the best of industry expertise, data-to-insights prowess and digital innovation.

Across the value chain, we enable our clients to deliver delightful customer experiences with TravXP, drive operational excellence with TravOps, accelerate revenue growth with TravRev, devise accounting and risk management strategies for financial control with TravControl, achieve inclusive and sustainable growth with TravGreen and outperform the competition with growth-led strategies powered by TravConsult.

To know more about WNS TRAVOGUE, read here.

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