With assistance from Sabre Airline Solutions’ Irregular Operations Reaccommodation solution, JetBlue Airways has seen a significant improvement in customer satisfaction in how the airline handles customers when flights are cancelled or delayed, particularly during significant weather events like recent hurricanes.
Earlier this year Sabre Airline Solutions”, the aviation industry’s largest software-as-a-service provider, implemented its game-changing Reaccommodation solution with JetBlue to help the airline quickly and efficiently get customers to their final destination when irregular operations, such bad weather or other unplanned operational disruptions, occur.
Sabre’s Reaccommodation solution automates the entire rebooking process, which significantly reduces the amount of manual work required by reservations and airport crewmembers, allowing them to provide more personalized services to customers during an irregular operations event.
Since implementing this solution JetBlue has realized a measurable increase in customer satisfaction surveys. Additionally JetBlue estimates a 25 percent call reduction in their reservations call centers, which allows their agents to continue to provide superior customer service, even during unplanned operational disruptions.
Hurricane Irene recently swept through the northeast, causing significant flooding and power outages, amongst its damages. Airlines were also hit hard, being forced to cancel hundreds of flights due to the hurricane conditions.
JetBlue was among the airlines most impacted by Hurricane Irene as the storm’s path virtually covered its entire northeastern network. Sabre’s re-accommodation solution proactively responded to the impending operational problems brought on by the hurricane and re-accommodated thousands of customers.
Rick Zeni, JetBlue’s vice president of IT Business Solution Delivery, said the airline’s number one priority is always to provide a superior travel experience for customers, regardless of inclement weather.
“Sabre’s re-accommodation solution was especially crucial for us during Hurricane Irene,” Zeni said. “The automated rebooking capabilities provided our crewmembers and customers with the best solution possible so we could quickly accommodate customers based on their travel itinerary and proactively notify them of itinerary changes.”
Steve Clampett, President of Sabre Airline Solutions Products and Solutions, said, “Sabre Airlines Solutions’ core objective is to invest in technology that helps airlines run profitable businesses. Our Reaccommodation solution maximizes an airline’s operational efficiency and helps reduce passenger recovery costs,” he said. “Most importantly, however, it enhances customer satisfaction as it minimizes disruption brought about by unforeseen circumstances.”