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CASE STUDY
Get Ahead of Flight Disruptions to Proactively Re-Accommodate Travelers

Disruptions happen. But how travel management companies and managed travel programs respond can make all the difference to travelers, agents trying to respond and the bottom line for all. Learn how FlightGlobal Travel Waiver Services is helping Fox World Travel get ahead of disruptions to proactively re-accommodate travelers:

*Exceeding customer expectations by pushing alternative flight options to travelers

*Integrating technology to reduce average talk time to re-accommodate disrupted travelers

*Reducing agent and traveler frustration

*More efficiently and frequently applying waivers, saving money for customers

 

Download the five-page Case Study to read more about this pioneering approach to the costly and growing problems, and how you might integrate FlighGlobal into your own disruption management solutions.

The Challenge

During times of significant disruptions, airlines issue waivers to offer exceptions to change fees and cancellation penalties. Not only are flight disruptions a major traveler pain point, the traditional process of identifying trips that qualify for these waivers and managing them is manual and labor-intensive for TMCs. As a result, customer frustration grows when the TMC can’t efficiently apply waivers when re-accommodating travelers during a disruption event.

The Solution

As a FlightGlobal strategic partner, Fox World Travel was an early adopter of FlightGlobal Travel Waiver Services, which was integrated into their FoxWaivers 3i in July 2017. Fox Waivers 3i seamlessly alerts travelers and agents of waiver opportunities.

Results

The harsh 2017-2018 North American winter season put FoxWaivers 3i and FlightGlobal Travel Waiver Services to the test. During Winter Storm Mateo, agents proactively offered re-accommodation to 2410 customers with the same information simultaneously delivered to both travelers and agents.

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Fox World Travel has been able to quantify the value they are bringing to their customers by calculating the cost savings created by applying waivers and preventing change fees. Fox World Travel tracked 3,000 waiver notices over a two-week period, which resulted in a 4.6 percent acceptance rate and saved customers an estimated $25,000. These metrics will be delivered to customers in a monthly savings score card so they can see their return on investment. Additionally, for customers calling specifically for a waiver, minutes are now shaved off that call time with waiver
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