Case Studies

Aviation Industry Case Study: A 18 Year Successful Partnership

The client’s story

This prestigious worldwide airline serves 84 destinations in 40 countries all over the world. This client is dedicated to providing the highest possible quality in all its products and services. With a fleet of 90 aircraft, this airline transports around 16 million passengers every year.

The need

This client was looking for a partner to support their Reservations, Sales, Sales Support, Ticketing, and Frequent Flyer Programme, and Dedicated Agency Support and TOP Trade in high revenue markets, such a USA, Canada, UK, Italy, France, Spain and the Nordics.

The client required a dedicated and highly specialised partner that would be able to offer the very best. They needed this worldwide customer support for 19 countries in 8 languages.

Our solution

Mindpearl partnered with the client and successfully took on all of their customer support services. The client also entrusted Mindpearl to handle their worldwide irregularities (flight delays, cancellations and re-routing). A dedicated team provides advanced re-bookings and update customers affected by irregularities via SMS and call outs. This service assists the client to meet their high quality standards in customer satisfaction.

Mindpearl handles the client’s social media, which includes Facebook and Twitter. This service is provided in English, German, French, Italian and Spanish. Mindpearl assists the client with Feedback Management for claims caused by irregularities and baggage claims and assists passengers having difficulties checking in via the client’s website. Mindpearl also handles the client’s ‘Contact us’ E-mails, a service provided in English, German, French, Spanish and Italian. Mindpearl provides special marketing support such as contacting booked passengers to offer to up-sell to a higher class. Additionally, Mindpearl provides dedicated agency support for TOP Trade in high revenue markets, such as USA, Canada, UK, Italy, France, Spain and the Nordics. The dedicated and highly specialised Mindpearl team is empowered to offer the very best of priority handling and assistance with faster response times. Top Trade uses dedicated phone numbers or special PIN numbers. Rate my service functions and Trade Trend Analysis round off this dedicated service.

Happy Conclusion

Mindpearl has successfully partnered with this client for 15 years. It is rare for an airline to entrust a partner to handle their customer support and crème de la crème services, to the level and involvement that Mindpearl does.

We are very proud to be in a partnership with this client. Mindpearl continues to support this client across 3 of our locations, Cape Town, Spain and Suva, Fiji, providing world class customer support to 19 countries in 8 languages.