BACKGROUND

BACKGROUND

In the aviation industry, disruptions are inevitable. Mandated flow control, oversold flights and equipment failures can aggravate your passengers and tarnish your brand.

Worldwide, Airlines lost 21.8 million bags in 2017, resulting in a negative impact to the bottom line and more importantly, the customer experience.
In the aviation industry, weather and equipment don't always cooperate. Mandated flow control, oversold flights and equipment failures can aggravate your passengers and tarnish your brand.

Worldwide, airlines lost 21.8 million bags in 2017, resulting in a negative impact to the bottom line and more importantly, the customer experience.
Airline Voucher Reimbursement

THE PROBLEM

A Top 5 airline needed a way to compensate customers for baggage delays quickly and effectively. The current voucher solution was full of multiple pain points for both operations and the customer.

Agents were unable to offer compensation. They were only able to communicate the instructions for how to go about reimbursement, resulting in angry and frustrated passengers.

Passengers were responsible for keeping track of all receipts, filing a claim and submitting documentation to the airline for reimbursement.

Because each claim must be reviewed manually, compensation took an average of  10 weeks to reach the customer.

Due to the paper-based nature of the program, tracking and controlling program expenditures was challenging and unable to be measured in real-time.

THE SOLUTION

A great passenger experience is critical, and so is operational excellence. The Wonder Real-Time Reimbursement Solution enabled the airline to easily issue digital vouchers while providing an improved, frictionless customer compensation experience.

GOALS FOR REAL-TIME REIMBURSEMENT PROGRAM

GOALS FOR REAL-TIME 
REIMBURSEMENT 
PROGRAM

Increase customer satisfaction with "in the moment" compensation.

Empower agents with the tools to resolve issues immediately.

Maintain or reduce the current cost of claims.

Deploy the program as soon as possible.

STEP 1. REIMBURSEMENT DISTRIBUTION

Passengers received digital voucher in real-time via text or email link.

By enabling agents to offer compensation immediately, customer satisfaction increased while simultaneously relieving the burden from the agent.

Airline Digital Voucher
Airline Digital Voucher Activation

STEP 2. PASSENGER ACTIVATES REAL-TIME REIMBURSEMENT

STEP 2. PASSENGER ACTIVATES REAL-TIME REIMBURSEMENT

Passengers securely linked their reimbursement to their existing credit or debit card.
Passengers securely linked their reimbursement to their existing credit or debit card.

STEP 3. PASSENGER PAYS FOR 
EXPENSES AS USUAL

Passengers paid as usual for their unexpected expenses at a number of pre-defined participating locations. No paper coupons or plastic required.
Payment
Airline Voucher Notification

STEP 4. PASSENGER IS REDEEMED FOR PURCHASES

STEP 4. PASSENGER IS REDEEMED FOR PURCHASES

Passengers received an immediate redemption notification and credit to their account within 1-3 business days.
Passengers received an immediate redemption notification and credit to their account within 1-3 business days.

Because passengers were able to pay as usual, they were no longer responsible for paying out of pocket, keeping track of receipts, and ultimately opening a claim to be reimbursed for their expenses.

STEP 5. TRACKING & VISIBILITY

Leveraging Wonder's Dashboard, airline administrators were able to view all reimbursements issued, activated and redeemed in real time.

With Wonder's card-link technology, the airline only paid when vouchers were redeemed, enabling significant cost savings across the program.

SPEED TO MARKET

RESULTS

With Wonder, the airline was able to instantly issue digital vouchers in real time. Because the program was carefully designed with gifting in mind, passengers were given a delightful and seamless experience from activation to redemption, all without the hassle of waiting in long customer service lines or spending time filling out cumbersome paperwork for redemption.

SATISFACTION  WITH EXPERIENCE

Prior to Wonder’s solution, agents and customer service reps didn’t have the tools to resolve the customer’s needs after the service disruption. 91% of passengers surveyed were satisfied with in-the-moment compensation.

RECLAIMED FUNDS

For every dollar that was issued by the airline, only 49 cents was spent by passengers. All unused funds were returned to the airline, demonstrating the unique benefit of leveraging card-linked technology for voucher redemption.

DECREASE IN COMPENSATION COST

On average, customers who activated their voucher were credited $51.53 in the pilot program. In 2016 the average claim was $206.00, demonstrating the dramatic reduction in the average claim cost per customer.

OVERALL SATISFACTION INCREASE

Based on customers surveyed by the airline, overall satisfaction with the Wonder-enabled compensation solution improved their customer satisfaction rating by 270%. This resulted in the highest-ever customer satisfaction rating after a service failure measured by the airline.

SATISFACTION  WITH EXPERIENCE

Prior to Wonder’s solution, agents and customer service reps didn’t have the tools to resolve the customer’s needs after the service disruption. 91% of passengers surveyed were satisfied with in-the-moment compensation.

FUNDS 
RETURNED

For every dollar that was issued by United, only 49 cents was spent by passengers. All unused funds were returned to the Airline, demonstrating the unique benefit of leveraging card-linked technology for voucher redemption.

DECREASE IN
 COMPENSATION COST

On average, customers who activated their voucher were credited $51.53 in the pilot program. In 2016 the average claim was $206.00, demonstrating the dramatic reduction in the average claim cost per customer.

OVERALL SATISFACTION
 INCREASE

Based on customers surveyed by the airline, overall satisfaction with the Wonder-enabled compensation solution improved their customer satisfaction rating by 270%. This resulted in the highest-ever customer satisfaction rating after a service failure measured by the airline.

READ MORE:

Why Your Company Needs to Use Next Generation Gifting

READY TO UPGRADE?

Reach out to us to talk about how we can improve your current voucher process.