Call Centre

Fully resourced and networked call centre, able to identify passenger files instantaneously with a file retention period greater than 3 years

Our UK based call centre brings a unique combination of skills designed specifically to promote excellence in the service recovery environment.

·         Repair trained customer service agents able to deal more effectively with damaged baggage enquiries

·         All conversations are annotated, timed and dated for continuity of service, allowing multiple agents to be involved with the completion of individual claims

·         Automated tracking of inbound and outbound calls is available to authenticate all passenger conversations, providing a complete job audit trail

·         We operate a proactive passenger contact system to highly reduce the necessity for the passenger to contact us.

·         Reduced contact time and increased response time promotes reduced settlement costs

·         With all of the information passed directly from the airline customer, we are able to process the file as soon as it is received via the SITA telex system

·         The database used simulates WorldTracer™, without the 'green-screen' legacy system drawbacks

·        We are fully accredited under the Data Protection Act and as such ensure all information received from the airline, customer, and passenger is protected under the Data Protection Act

With a wealth of experience, from within the airline community, the Call Centre team can successfully identify what the airline and passenger need and bring a speedy and cost effective resolution to any damaged baggage claim.