Claiming refunds from an airline could be a test of the airline’s customer care efficiency. Given the highly competitive nature of the industry and the power of social media, airlines today cannot ignore the impact of a dissatisfied customer on the airline’s business. This makes it necessary for airlines to have refund experience as a part of their customer care initiative. Airlines traditionally manage refunds in a fragmented way, without clear SLAs and updates for passengers. This results in customer dissatisfaction and a negative impact on the airline’s reputation.
Accelya’s Mozart is a comprehensive refund management service for airlines, delivered through a combination of proprietary tools, robust processes and trained staff. It helps airlines manage refunds in a centralised and professional manner according to service level agreements (SLAs). Airline staff and agents have real time information on refunds status, enabling them to provide instant updates to their customers. Passengers receive regular updates on refunds status via e-mail and text messages, resulting in customer satisfaction.