DID YOU KNOW ...
DONE IN A WIZZ !
It takes less than 30 seconds for Wizz Air to explain how to plan , book and fly confidently with them .
without actually using traditional surveys . By experimenting with various customer segments , we learned a lot and it has made us a better airline ”, said Nadas . where the flight is going to take off from and the distress associated with this experience .
“ We know from customer behaviour that a passenger who ' s been rescheduled three times will likely continue to fly with us . But a passenger whose flight has been rescheduled five or six times is less than 50 % likely to continue flying with us . We ' ve actually put a price tag on disruption . Should we cancel a flight and say it might go tomorrow , or should we just reschedule the flight and say it will go in three days and we can guarantee you that ? So we ' ve been able to use the customer data as a source of information and feedback
Beyond data and into new technologies As part of the disruption management , Nadas knows how challenging it is when things aren ' t going to plan , and whether it ' s utilising existing technologies like its freshly launched chat bots , which have reduced call centre loads significantly , providing passengers with more immediate feedback online or using airport maps and in future , geofencing , to give customers more guidance in the airport , the solutions are always geared towards reducing stress .
“ Airports are probably the most stressful part of the journey . And as an airline , we are merely tenants at an airport , but we aim to alleviate any stress with proactive communications . We ’ re continuously improving in our goal to be helpful and customer friendly , with such features as push notifications to alert customers that boarding has started , with a boarding percentage to see if you need to start running or not to the gate ,” said Nadas .
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