Airline customer communications went up 300 percent during pandemic

MUMBAI: Given the increased number of flight cancellations in the past two years, customer care queries about refunds, credit and voucher requests have shot up.
Airlines saw an increase of 300 percent in monthly conversations around flight bookings, at a time when global passenger numbers have been trending around one-fifth of 2019 levels, according to a research conducted by a company focused on customer engagement.
“Since the onset of the Covid-19 pandemic, travel has become a more complex customer journey ‒ fraught with new questions, concerns, and high-flying anxiety levels. Meanwhile, cost-cutting measures over the past decade have left many airlines with antiquated support systems and overwhelmed contact centers ill-equipped to handle