Here at 15below, we solve real-life problems. Problems you've probably heard from your passengers thousands of times, but didn't know could be solved so easily. Read on to see Angela's recent travel experience, and how her journey could have been made much smoother with automated, personalised communications.

15below, supplier of the world’s leading automated passenger notifications platform, has partnered with Etihad Airways, the national airline of the United Arab Emirates, to upgrade the airline’s communication system to address the ever-changing travel requirements caused by the COVID-19 pandemic.

Unlike general communications systems, specialist passenger notifications software – like the 15below platform – is designed to meet the distinct nuances of the travel industry to give you unprecedented levels of reliability and deliverability.

With research suggesting travel restrictions only delay the peak of a new wave by a few days, and the UK announcing the removal of pre-departure testing, we’re all once again confused about where we stand. What do passengers need for travel, and how can they keep up with what is required of them?

SWISS recently became the latest carrier to launch home-printed bag tags, which are available to all passengers who check-in online when flying to and from Zurich and Geneva. The launch of the home-printed bag tag is part of the SWISS ‘Pre-Departure Communications’ service with 15below.

SMS usage within our customer community increased significantly with the onset of the COVID-19 pandemic as airlines have had to guarantee their messages are being received at short notice. Text messages sent from our platform doubled in March 2020 with more than 10 million being sent in just one month.

When it came to understanding customers pre-pandemic, travel companies had years of data and insights that allowed them to model, predict, and plan. But 2020 has left much of that data entirely redundant...

By prioritising consistency across every interaction that your customers have with your brand, your business will benefit from both a financial and reputational perspective. In fact, research shows companies that present their brand consistently across every touchpoint enjoy a 23% increase in revenue.

In this article, Jerry Angrave (Founder and Managing Director of empathyce) lends his expertise to the customer feedback process for airlines; highlighting the opportunities presented by sites like TripAdvisor and Skyscanner, and why now is the time to get the customer experience right.