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.
“Our customers reacted very positively to the service …With Varolii in play we are in a better position to balance our dual objectives of revenue generation and great customer service.”
- Steve Brown, Northwest Airlines, Managing Director of Customer Experience Technology
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.
NWA saw Varolii as an ideal solution for contacting passengers when their flights change. The hosted system could readily integrate with the airline’s sophisticated Worldspan system and rebooking algorithm, delivering new itineraries to passengers within six to 15 minutes of each schedule change.