Unable to offer compensation, agents could only 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 submitted and reviewed manually, it took an average of 10 weeks to compensate the customer for their purchases.
Due to the paper-based nature of the program, tracking and controlling program expenditures was challenging and unable to be measured in real-time.
A great passenger experience is critical, and so is operational excellence. United Airlines needed to revamp their existing voucher program to address a number of concerns with both the passenger experience and operations.
By enabling agents to offer compensation immediately, customer satisfaction increased while simultaneously relieving the burden of a negative interaction from the agent.
Because passengers were able to pay as usual, they were no longer responsible for keeping track of receipts, submitting documentation and opening a claim.
With Wonder's card-link technology, the airline only paid when vouchers were redeemed, enabling significant cost savings across the program.
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 the new compensation program that offered an in-the-moment solution.
For every dollar that was issued by United, only 49 cents was spent by passengers. All unused funds were returned, demonstrating the unique benefit of leveraging card-linked technology for voucher redemption.
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.
Based on customers surveyed by United, overall satisfaction with the new program increased their customer satisfaction rating by 270%. This resulted in the highest-ever customer satisfaction rating after a service failure measured by the airline.
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