Latvian airline airBaltic in 2020 has handled more than 997 000 passenger inquiries made via call centre, e-mail and social media. While airBaltic carried 73% less passengers than in 2019, the number of passenger inquiries increased by 26%.
Martin Gauss, Chief Executive Officer of airBaltic: “As soon as the first travel restrictions were enforced in March 2020, we saw a significant increase in the number of inquiries received from our passengers. Throughout 2020, we were a reliable source of information for passengers on different and changing travel restrictions through Europe.”
“Initially the growing number of calls and e-mails led to longer waiting times for our customers. We immediately improved our customer care and call centre capacities. By adding additional personnel, we maintained our high service levels,” Martin Gauss added.
For a few months in 2020, the average call duration exceeded 14 minutes, up from 3:30 minutes as the previous average. At the same time, airBaltic managed to maintain the average waiting time in the queue under one minute.
While the number of incoming calls and e-mails increased by 23% and 26% respectively, the number of conversations on social media doubled. airBaltic is actively working to improve the service it offers for customers on Facebook Messenger and other social media platforms.