Bloomington, IN, August 9, 2018, New data from Gant Travel, the pilot user and innovation partner of FlightGlobal’s Travel Waiver Services proves a significant impact to service capabilities. Gant’s recently launched “Perfect Waiver” powered by FlightGlobal, has shown to provide a dramatic impact to its service after more than 12 months of use.
In the airline ecosystem, flights are often disrupted and impact hundreds of flights in the network causing travelers to miss flights and rebook travel plans. The airlines accommodate travelers by issuing a waiver for fares that often restrict changes or include costly rebooking fees. It is the responsibility of the travel companies and airline staff to properly apply the airline’s waiver to serve customers correctly.
“Prior to this innovation, we would receive an email with waiver information from an airline which spelled out the waiver limits within a non-standard text paragraph. This method was the opposite of automation; a Gant staff member would post the airline waiver to our knowledge base tool – like a bulletin board alert – where every agent was expected to “just know” when waivers might apply – it was a stone age process and the same process that many of our competitors still use today.” says Patrick Linnihan, CEO of Gant Travel.
Gant and FlightGlobal worked with four big airlines in the US to streamline the way Gant receives waiver information. FlightGlobal’s tool harnesses structured data to interface with APIs to Gant Travel’s systems, which then place information into applicable travel records. Because of this tool, call studies at Gant Travel show outbound calls to airlines during periods in which waivers were active were reduced by 50%. FlightGlobal’s Data Scientist, Kate Harris verified Gant’s account after a review of their call center data, “By comparing five major storms in 2017, like for like, we see a statistical decrease of 50% in time spent by agents talking to an airline.”
“This is first of its kind automation that allowed us to use our web services capabilities to push and sort the waiver information into every applicable travel record,” says Penny Spangler, Gant Travel’s Perfect Waiver Project Manager. Spangler continues, “In studies, we noted an inconsistent application of airline waivers across our team; we found that even the best agents missed waivers or interpreted them incorrectly. This resulted in rework, more fees, and traveler dissatisfaction. Now the waiver information simply appears in every record.”
Gant Travel credits it’s innovation with reducing overall handle time of calls, thus helping to improve traveler satisfaction. Gant saw call times decrease significantly since employing the waiver tool. Spangler summarizes with “We credit the waiver tool with helping an agent get the information faster. Agents no longer spend 5 minutes confirming that a waiver applies to the traveler over the phone. It helps agents work faster and more confidently.”
ABOUT GANT TRAVEL
Gant Travel helps travelers enhance their experience while controlling the expense of business travel. Gant provides advanced technology, processes, and highly trained people to coordinate business travel properly. Gant is striving to become the best TMC on the planet for the Concur user and is the two-time winner of both Concur Innovation award and the Inc. 5000 list honors. In June 2018, CCW, the world’s largest customer contact event, named Gant Travel as the “Best in Class Contact Center in the under 99 seats category. http://ganttravel.com
FlightGlobal helps the aviation ecosystem drive superior performance and precision from the largest expanse of data, by setting commercial strategies, managing financial risks, keeping aircraft flying and improving traveler experience. People turn to FlightGlobal for unrivaled data sources, smart analytics and expert market insight to make more informed decisions. Our data and analytics business is the strategic partner to IATA and ARC and our publishing business leads industry breaking news. Acquisitions of Diio, FlightStats, Innovata and Flight Ascend have advanced FlightGlobal’s portfolio creating the most complex datasets in the industry. Making sense of your industry starts with making sense of the right data. For more information, please visit: Flightglobal.com/how-we-help
For more information, please contact Brittany Figg at Brittany.Figg@Ganttravel.com