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…
percent
calibration scores
percent
average week-on-week improvement in CSAT scores
percent
average weekly improvement in quality scores
Moreover, WNS provided value-added assistance by participating in training, operational and quality functions.
About WNS TRAVOGUE:
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.
Explore how WNS TRAVOGUE's travel industry digital transformation solutions are helping companies adapt to new challenges and unlock new growth opportunities.
FAQs
1. How can airlines transform customer experience while maintaining operational efficiency?
Airlines must balance exceptional passenger experiences with cost control and operational performance. This requires a combination of personalized customer engagement, intelligent service operations and data-driven decision-making. WNS helps airlines create customer-centric operating models that improve service quality, increase customer satisfaction and drive measurable business outcomes without compromising efficiency.
2. Why is customer experience becoming a key growth driver for airlines?
Passenger expectations continue to evolve, making customer experience a critical factor in airline differentiation, loyalty and revenue growth. Travelers increasingly choose airlines based on service quality, responsiveness and digital convenience. WNS enables airlines to strengthen customer relationships through intelligent customer experience strategies that improve retention, advocacy and long-term profitability.
3. How can AI and analytics help airlines improve passenger satisfaction?
AI and analytics provide airlines with deeper insights into traveler preferences, service interactions and operational performance. These capabilities enable proactive issue resolution, personalized engagement and continuous service improvement. WNS leverages advanced analytics, automation and customer intelligence to help airlines enhance passenger experiences across the entire travel journey.
4. What challenges do airlines face when scaling customer experience transformation initiatives?
Many airlines struggle with fragmented customer data, siloed operations, inconsistent service delivery and rising passenger expectations. These challenges can hinder customer satisfaction and operational agility. WNS helps airlines address these barriers through integrated customer experience frameworks, process optimization and intelligent operations that support scalable transformation.
5. Why should airlines partner with WNS for customer experience transformation?
WNS combines deep aviation industry expertise with advanced analytics, AI, automation and customer experience transformation capabilities. From customer service operations and journey optimization to workforce enablement and performance management, WNS helps airlines create seamless, personalized and scalable passenger experiences. This enables airlines to improve loyalty, increase operational efficiency and build sustainable competitive advantage.