It’s a widely known fact that the aviation industry undergoes significant pressure during the monsoon period, as flight delays and cancellations increase due to bad weather conditions. This seasonal setback, has created a worrisome scenario for the customer too, as it results in them having an increased degree of anxiousness toward travel during this period. While delays and cancellations are inevitable during extreme weather conditions, as Air Traffic Controllers (ATCs) will not authorize departures in dangerous conditions, customers tend to be most irate when they are not informed in a timely manner about a change in schedule.
As technology has evolved over the past few years, with social media taking precedence over other forms of complaint mechanisms; these glaring instances voiced over social media platforms, can inadvertently impact the audience’s perception of the airline. It has therefore become extremely critical for the industry to ensure improvement in the mechanisms and tools is uses to cater to a new-age hyper connected consumer base.
In recent times, India too has been increasing its focus toward improvement in the aviation industry; for instance, the National Civil Aviation Policy, 2016, is a formidable step toward structuring the future growth of the sector, through enhanced connectivity and affordability. While these legislations are embracing change for a better future, the industry too needs to embrace technology that will propel them into the next phase of growth.
There is a wide array of technology available today, that will not only plug glaring loopholes that plague the sector, but more importantly it will help to transform the customer experience entirely. As a case in point; the monsoons cause unprecedented disruptions of services, which result in irate customers, higher operational costs, heavy compensations and a probable impact on future business. Considering the magnanimity of the impact, it would work in the airline’s best interest to dissect the problem areas and accordingly plug in solutions that will help them overcome these disparate challenges.
Intelenet has developed a set of unique tools and solutions, keeping in mind the niche dynamics of this industry and the various touch-points present in the domain. Intelenet’s Intelligent Disruption management tool “ICan” helps travel companies reduce their claim processing time by up to 50% and decreases the time used to calculate compensation payable by around 60%, thereby resulting in better customer satisfaction. It can also assess the type impact and duration of flight disruption and accordingly speed up the calculation process of the due compensation. Moreover, another tool “ISafe” (an automation solution) can provide benefits that enable savings of $160k annually in operational costs. Through these distinctive tools, Intelenet is providing the travel industry with an integrated approach to better handle and retain potential customers.
While the airlines may be unable to completely avoid duress due to weather conditions, they would certainly be able to improve their service at each stage; thus resulting in a more content customer.
