Automating communications should be a priority for airlines looking to achieve optimum operational performance and, perhaps more importantly, deliver the ultimate customer experience that will build passenger loyalty and strengthen an airline’s reputation.
At 15below, our unrivalled product portfolio has been designed to tackle all the pinch points for both airline staff and passengers, resulting in faster, smoother and stress-free journeys through the airport (insert graph). With many airports operating at or close to capacity, automation is a key tool in the bid to achieve optimum efficiency.
Automating processes allows our customers to finely hone their operations while informing, advising and delighting passengers at every stage of their journeys. By working with us and utilising our sophisticated automation solutions, airlines free up their employees to provide the human touch and a personal, bespoke service to each customer they encounter.
That is not to say automated output lacks a responsive, human-like approach though. In fact, the machine can be programmed to offer a flawless service in line with that of the best human agent. What’s more, automated communications can act upon ‘common sense’ much like an employee would, such as by considering time zones and the urgency of a message before deciding whether to send immediately or apply a night-time filter.
Our innovative, unique and comprehensive solutions integrate with all the major databases around the world to provide perfectly curated content and information for passengers that contribute to remarkable customer experiences and help airlines achieve their key operational objectives.
Moving quickly through the airport with zero stress with SWISS
One of our recent projects saw the hugely successful implementation of Automated Check-In (ACI) and Home-Printed Bag Tags (HPBT) with Swiss International Air Lines (SWISS); helping the carrier to move more people than ever before by maximising the limited amount of space available to it at some airports.
ACI helps to prevent queues at check-in desks. The 15below platform scans PNRs to find eligible passengers before inviting them to automatically check-in at the click of a button. Once they accept, boarding passes are sent and passengers can proceed to either the bag drop or security areas, bypassing busy check-in desks.
By investing in HPBT, SWISS has been able to further reduce airport queues by allowing passengers flying from certain airports to print their own luggage tags, apply them to bags and simply drop them at a dedicated point within the airport. This has saved a considerable amount of time in comparison with the classic bag drop system involving printing and attaching tags on-site, freeing up SWISS staff to focus on special service requests and passengers requiring a tailored service.
It also allows all passengers to arrive at the airport with more information, meaning they can proceed through the airport without feelings of stress or anxiety and with plenty of time to shop and make use of the facilities.
Resolving 80% of schedule changes in minutes with JetBlue
Another of our most rewarding projects came with US carrier JetBlue. It previously faced the laborious task of manually contacting tens of thousands of passengers to inform them of schedule changes each time its flight timetable was updated.
However, after working with us to develop a tailored automated schedule change solution as part of our Disruption module, JetBlue started to process 78% of all schedule changes within minutes. With just a fifth of customers needing to be contacted manually, significant amounts of time, resource and money were saved.
One platform; nine modules
Our product can be broken down into nine specific modules, each tackling different business needs and helping to improve operations and service in a multitude of ways. In addition to those outlined with SWISS and JetBlue, just a few examples of further modules and features of the industry-leading 15below platform include:
What does the future hold?
Rapid technological changes and the ongoing pursuit of optimum customer experiences will lead to further advances in travel technology in the months and years ahead.
The number of passengers is predicted to increase from four billion in 2017 to 7.2 billion in 2035, while customer expectations are also likely to rise. This presents a challenge to airlines to deal with disruption more effectively or be left behind competitors who successfully meet these demands.
Self-serve facilities will become more widespread as airlines and airports strive to serve more passengers often with either zero or minimal increase in terminal capacity.
With the recent implementation of IATA Resolution 753, automation of the entire baggage journey is likely to become a priority. The successful launch of our Home-Printed Bag Tags product with SWISS is an early indicator that baggage is an area in which significant operational and service gains can be made.
At 15below, our Product team and developers are working on a range of new and innovative solutions to keep us at the forefront of the booming travel technology market.
We look forward to offering our growing portfolio of solutions and modules to travel companies looking to select a best-of-breed provider capable of developing the specialist products they need to meet their customers’ expectations.