Customer service

Going Above and Beyond…for you and your customers

Possibly unique amongst the world’s leading GSA’s, we care passionately about the level of service that your customers receive from their local reservations team

At Flight Directors, we offer tailored customer service solutions for international airlines. We only work for airlines and understand fully the needs of your customers. Our aim is to ensure excellence in every interaction. From ticketing and reservations to call centre support and disruption management, we work with each airline to provide services which are designed to meet the highest of professional standards.

 

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Our reservations and ticketing team learns to understand your airline’s unique culture. Each interaction with your guests is crafted in a way which reflects your brand’s values and your priorities. Our experts are ready to handle enquiries via phone, email and WhatsApp, going above and beyond at ever point to deliver a first-class experience for your trade partners and   passengers.

Our team are experienced at using a wide range of Passenger Service Solutions (PSS) and how they interact with the leading Global Distribution Systems. From making and changing complicated bookings; to adding on additional services. From working an airline’s queue’s and advising cancellations or reprotections to using the specific management reporting features in order to keep the airline fully informed as to our activities, we fit alongside your existing customer service teams adding local resource to a central reservation’s capability.

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Using a start of the art, cloud-based telephone system, we are able manage high call volumes efficiently, treating every enquiry with the attention it deserves and recording the type of incoming call being generated. Working with the airline, identifying patterns and call trends, combined with robust reporting capabilities, we aim to continuously improve our service. In addition, we can offer features such as bespoke messaging to enhance user experience and help to manage peaks and troughs.

In times of disruption, we will be there for you. We act swiftly as a cohesive team, reaching out rigorously to all affected guests to provide timely answers, individualised assistance and sensitive support.

Whatever services you require we will ensure that they are tailored to suit the needs of your airline and provide a level of service that complements your own high standards.

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