Case study · Aviation
An airline notifies passengers about flight changes right from its own systems
When a flight is rescheduled, the airline's systems start calling passengers through the CONTACT.WORK platform, and the call results flow back. Agents dial no numbers, and passengers hear about the change before they leave for the airport.
- Client
- An airline
- Industry
- Aviation
- Reach
- Passengers on changed flights
Estimate for a flight with 180 passengers. The calculation is in the text below.
The starting point
Flights get delayed and canceled all the time: weather, technical issues, airport decisions. When it happens, every passenger has to be told, and fast. Anyone you don't reach shows up at the airport for the old time, lines up at the counter, and calls the call center.
Flight and passenger data live in the airline's systems. To call people by hand, someone has to export a list, dial each passenger, and log how each call ended. And it has to happen just as a wave of calls hits the inbound line from passengers who saw the delay on the departures board.
What it costs
Take one flight with 180 passengers. Dialing by hand, an agent gets through about 9 conversations an hour: the rest of the time goes to dialing, ringing, busy signals, and voicemail. That adds up to about 20 agent hours for one flight: one conversation costs about $0.64, and every flight change costs about $115.
And to reach everyone within an hour, you would have to pull 20 agents off the inbound line at the worst possible moment. Passengers you didn't reach in time come back later with complaints and compensation claims.
What we did
Calling is built right into the airline's systems. They connect to the CONTACT.WORK platform through the API, and the whole process runs without people:
- The airline's system sends the platform the passenger list and the message
- The auto dialer calls passengers on many lines at once
- Passengers who don't answer get a retry according to set rules
- The result of every call goes back to the airline's system
Staff don't need a separate program. Notifications start from the system they already work in, and that is also where they see who was reached and who wasn't.
What changed
- Passenger calling starts from the airline's systems
- Agents dial no numbers and stay on the inbound line
- Passengers hear about a change before they leave for the airport
- The result of every call is saved in the airline's system
If a call lasts about a minute and there are 30 lines, the system reaches 180 passengers in about 10 minutes. It takes zero agents.
“CONTACT.WORK's integration options let us build passenger calling and fast flight-change notifications right into our own systems.”
Who this approach suits
Anyone who needs to warn a lot of people fast: carriers, tour operators, clinics rescheduling appointments, banks, and delivery services. The more often these events happen, the faster connecting your system to the auto dialer pays off. In the US, automated calls to mobile numbers generally require the person's prior consent under the TCPA, so keep consent records in your own system.
We do not name the client – our contract says so. Details and a reference contact are available on request.