After multiple cancellations and thousands of claims, the airline launched a new web service
As a consequence of its multiple cancellations of routes and frequencies, Avianca was overwhelmed by the number of claims and rescheduling requests. To try to respond, the airline enabled a new section on its website in which they ensure that passengers will be able to solve their new itinerary “in three clicks”.
Almost a year after the start of the pandemic, the Avianca airline continues with its restructuring process, in which it has had to suspend many of its routes, in some cases as a result of sanitary restrictions, and in others, due to its own reconfiguration strategic.
In this context, there was a veritable cataract of claims and requests for rescheduling of trips already contracted and canceled, which exceeded the entire containment structure of the company. And the anger of the customers spread through social networks and even in the media.
To face this situation, in February Avianca decided that the way to reach a solution was digitization, and enabled a new “self-management” functionality, available on the company’s website, in “My Avianca App” or directly through of the itinerary change notification email received by the traveler.
With this tool, the company claims that it gives the passenger greater autonomy to decide their new itinerary each time a flight is modified or canceled due to involuntary changes in the airline. And they promise that they will be able to do it in “just three clicks” and “in less than three minutes”, without the need to call the call center or go to the physical contact points.
“With the new normal, at Avianca we have had to find a way to evolve to meet the expectations and needs of our customers and technology has been our ally to improve their travel experience,” explained Luz Adriana García, director of the Protection Center to the Avianca Customer.
And, in this regard, she added: “Part of this process has consisted of making our service channels more efficient so that those who travel with us can manage their requests for accommodation in an agile way. Before, a customer could delay on the phone line up to 50 minutes to reschedule a trip, due to the high demand on our channels; now, with just three clicks, this will be a much easier management ”.
How to do it? Avianca will send the passenger an email informing him that his flights underwent a change. You must click on this link, enter the app or the company’s website, and look for the sections “My Trips”, “Protection measures for travelers” and in the bell of our “Notification Center”.
What are the three clicks that the company refers to? The first, to review the original affected itinerary; the second, to choose the most convenient alternative; and the third, finalize the rearrangement with the “save and continue” button.
Through this self-management system, passengers will be able to make changes to reservations with one or more passengers; itineraries operated by Avianca Holdings; reservations with ticket issued; reservations that flew the outward journey and have yet to fly the return; itineraries with loss of connection that have not started their trip; reservations redeemed with LifeMiles miles; or reservations created by a travel agency, by the website or in-person points.
An important detail is that said alternatives offered may or may not generate “compensation” according to the policy and regulation of each country.
Finally, Avianca points out that there are services that cannot be modified in this way. Which are? Group reservations; reservations that after being affected have already been managed by a service agent in the call center, airport or travel agency; reservations that have already started their flight or are on the point of connection; journeys with other airlines; all the routes that have not had changes in the reservation or that have been canceled without a rearrangement alternative; and passenger reservations who have previously requested the Avianca Voucher.