Christmas delays put pressure on airlines to invest in next-generation technologies - International Airport Review

According to the Civil Aviation Authority (CAA), last winter more than 3,000 flights in and out of the UK were delayed for over three hours. This year, flight delays are predicted to affect thousands of passengers over Christmas. Amidst this disruption, airlines are increasingly looking to the quality of their customer service offering. Busy periods put tremendous pressure on customer service, where speed of response has to be balanced with detailed regulatory compliance. Over 85 per cent of the customer requests arising from flights being delayed, rescheduled or cancelled require agents to go through detailed fare rules in order to calculate compensation.