PaxClaims (Customer Relations)

Leave the system ease and automate the time-consuming administration side of the work and concentrate on accurate and timely complaint resolution: automated data entries with interfaces to WorldTracer, Frequent Flyer and your website, automated answer generation, baggage prorating, compensation proposal, … to come up with a standardised company image towards the passengers.

The Customer Relations department of an airline plays a crucial role in the company global image. An accurate and timely resolution of a customer complaint can restore the passenger wrong impression he experienced during his journey, and bring him back on board again. It takes 10 times less efforts to keep a passenger than to find a new one. PaxClaims supports the staff by easing and automating at maximum the administration tasks to speed-up and minimise the time spent to these tasks, so the agents can concentrate on the claim settlement and the passenger. The integration with SITA WorldTracer allows the airline staff to populate the field with available data, and uploading changes to WorldTracer file without any knowledge of the transactions.

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PaxClaims, for your Customer Relations department :

  • Is a “state of the art” web-based interactive passenger and bagggage claims management system.
  • Is customer and claim centric, with all related transactions and contacts (documents, emails, original scanned letters or expenses,...) stored at claim level, automatic proration for baggage and claim service levels based on the passenger profile.
  • Has interactive links with flight operational data, Frequent Flyer data, WorldTracer and airline web site, populating the screens automatically with the available data.
  • Is automatically converting the claim data and the claim subject topic selected paragraphs into standardised answer(s) in the preferred language of the passenger. The complete configuration of the process is managed by the airline system administrator(s) and allows some agent customisation before sending it to the passenger or his/her contact.

 

PaxClaims automates and expedites administration work, standardises company image and supports you to accurate claim resolution :

  • Monitor & reach Key Performance Indicators of the Customer Relations process : being fast, correct, consistent and qualitative.
  • Comprehensive, modern and user-friendly interface, fully web-based accessible anywhere (thin client), the technology allows decentralisation and home-working with no additional software implementation or maintenance cost.
  • Customer and claim centric application
    • Easy consultation of passenger claim status in two possible ways.
    • Passenger tier management based on frequent flyer level and Unruly passengers.
    • Increases correct penalty payment according to airline regulations and proration for baggage.
    • Easy consultation of passenger claim data by other departments (Flight Ops, Security).
  • Accurate claim resolution using automated interfaces for claim reason analysis.
  • Standardised answers based on airline company image policies, generated by the click of a button and managed by the airline system administrator(s)
  • Staff productivity increase by automation of the processes, interfaces and functions
  • All claim information and communication kept centrally at the level of the claim file, supports paper less process
  • Detailed reports on financial, accounting, quality and service issues

Brussels Airlines

“The integration with WorldTracer is so great, by pre-populating the input fields automatically from one side, and amending the WT file without knowing WT syntax”

“The automated functions, like FFP or web site interfaces and the automation of all the answer letters helped us to absorb all additional work caused to the EU regulations”

Malev

“The PaxClaims application facilitates transparency and effectiveness by using the system in a way that the simultaneous employment performed at various scenes is coordinated by a centralised professional monitoring method. The gained feedback could be built into our working procedure and allow us to focus on areas where improvement is necessary”.