Northwest Airlines Reaches Thousands of Customers on a Moment’s Notice – Without Taxing Agent Resources

If a flight gets cancelled, passengers naturally want to know right away – preferably before they depart for the airport. When a winter storm or other emergency causes multiple flight cancellations, airlines traditionally pull hundreds of sales agents off potential revenue producing inbound calls to personally contact each affected passenger.

To improve upon this labor-intensive process, Northwest Airlines (NWA) partnered with Varolii to deliver revised itineraries to more than 10,000 customers an hour through personalized, multi-channel messaging. NWA now delivers important news to customers on a moment’s notice, while allowing the airline’s agents to stay focused on revenue-generating sales calls.