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How to transform travel disruption from a hassle to an opportunity

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What if there was a way to transform airline policy exception waivers from a hassle and waste of time into an opportunity to increase revenue and add service value?

We know matching airline policy exception waivers to trips is a very manual and time-intensive process. When a traveler calls in for service during a disruption, agents lose valuable time researching waivers or calling the airline to clarify whether a waiver applies. Call wait times skyrocket, threatening service level agreements. Travelers get frustrated waiting on hold. Your agency’s reputation suffers.

FlightStats’ Travel Waiver Services make your agents more efficient by automating the process of receiving waivers and matching them to your trips. Agents no longer have to struggle to remember which waivers are in effect for which airlines and airports or waste valuable time calling airlines to decipher a waiver. Each time a waiver is issued or updated, the system automatically generates alerts that notify your agents of the new or updated waiver and the trips that match the waiver.

Additionally, the system provides a convenient, unified repository of waivers with links to a PDF version of the original waiver issued by the airline. When agents need access to waiver details to process a change or refund, they no longer have to waste time visiting various websites or sorting through previous waiver emails. Everything they need in order to provide outstanding service is right at their fingertips.

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How to transform travel disruption from a hassle to an opportunity

  1. 1. flightglobal.com 1 How to transform travel disruption from a hassle to an opportunity
  2. 2. flightglobal.com 2 Re-accommodating disrupted travelers is a complicated task
  3. 3. flightglobal.com 3 During times of significant off-schedule operations, airlines issue waivers to offer exceptions to change fees and cancellation penalties.
  4. 4. flightglobal.com 4 Unfortunately, matching airline policy exception waivers to traveler itineraries is a manual and time-intensive process.
  5. 5. flightglobal.com 5 Today: Without Travel Waiver Services
  6. 6. flightglobal.com 6 A storm is on the way Airlines issue waivers to allow refunds or changes to a trip with no fees.
  7. 7. flightglobal.com 7 Waivers are delivered to TMC via email The process of identifying trips that qualify for waivers is manual and labor-intensive.
  8. 8. flightglobal.com 8 Travelers call the TMC The TMC had no opportunity to prioritize their highest value customers.
  9. 9. flightglobal.com 9 Agent searches their inbox for a waiver Valuable agent time is wasted looking for waiver details.
  10. 10. flightglobal.com 10 Call volumes and hold times increase The agent finds a waiver, they often still call the airline for help. Traveler frustration grows as they sit on hold.
  11. 11. flightglobal.com 11 Customer service suffers and costs increase The TMC and airline call centers are both tied up servicing one traveler.
  12. 12. flightglobal.com 12 Tomorrow: With Travel Waiver Services
  13. 13. flightglobal.com 13 A storm is on the way Airlines issue waivers to allow refunds or changes to a trip with no fees.
  14. 14. flightglobal.com 14 TMCs are automatically notified of waivers and affected trips The FlightGlobal system processes waivers and automatically matches them to traveler trips.
  15. 15. flightglobal.com 15 Agent reaches out to the traveler The TMC immediately knows when new waivers are available and which trips qualify for waivers. They don’t need to call the airline.
  16. 16. flightglobal.com 16 TMCs, travelers and airlines all benefit The TMC and airline decrease costs and increase customer satisfaction.
  17. 17. flightglobal.com 17 You have the power to minimize the impact of disruption. Visit FlightGlobal.com to learn more

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