SubscribeThe professional solution that standardises and automates your work in the passenger and baggage claim handling process.
PaxClaims:
- Is a "state of the art" web-based interactive passenger and baggage claims management system.
- Is customer and claim centric, with all communication stored at claim level, automatic proration for baggage and claim treatment based on the passenger profile.
- Has interactive links with flight operational data, Frequent Flyer data, WorldTracer and airline web site, with screens populated automatically with available data.
- Has automatic conversion of claim data and topics related paragraph into standardised answer to passengers in his language, being managed by the airline system administrator(s) before final agent customisation.
...and many other features
Key Benefits:
- Monitor & reach Key Performance Indicators of the Customer Relations process: being fast, correct, consistent and qualitative
- Comprehensive, modern and user-friendly interface, fully web-based and accessible anywhere with no additional software implementation or maintenance cost.
- Customer & claim centric application (easy consultation in 2 ways, passenger tier management, correct penalty payments, easy consultation by other department)
- Accurate claim resolution using automated interfaces for claim reason analysis
- Standardised answers based on airline company image policies, generated by the click of a button
- Staff productivity and flexibility increase by process automation, functions and interfaces like SITA WorldTracer, flight operation and frequent flyer data or airline website
Customers:
SN Brussels Airlines has been using PaxClaims for years.
"Thanks to PaxClaims, we were able to cut down for more than 50% the human administration of a claim file, even though we were already using a professional application. The automated functions, like for example the Frequent Flyer integration that allows us to register the complaint and send the acknowledgment letter in less than 5 minutes, helped us to absorb the new EU regulation that resulted in a dramatic increase in number of complaints. All the data is kept centrally at the claim level, together with the passenger communication like the reply letters generated by the system, and is accessible in two ways. This makes our life much more comfortable to find a claim file back.
The operational interfaces over our website flysn.com or to WordTracer also strongly facilitate the claim treatment. We are very pleased with the PaxClaims product that will allow us to
strengthen our company image as a professional airline, even in the end-of-the chain less
enjoying part of the passenger journey.", said the Customer Care Manager.
... and Virgin Express to add:
"An automated and centralised generation of our communication documents, in Word as well as in e-mail, populated with all the required claim file data and paragraphs linked to the claim incident type and its corresponding resolution is what we always dreamed of. It is now possible with the PaxClaims system."