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Sabre Airline Solutions Enhances JetBlue Airways’ Customer Service and Operational Performance

Dépèche transmise le 20 septembre 2011 par Business Wire

Sabre Airline Solutions Enhances JetBlue Airways’ Customer Service and Operational Performance

SOUTHLAKE, Texas--(BUSINESS WIRE)--With assistance from Sabre Airline Solutions’ Irregular Operations Reaccommodation solution, JetBlue Airways has seen a significant improvement in customer satisfaction in how the airline handles customers when flights are cancelled or delayed, particularly during significant weather events like recent hurricanes.

“Sabre’s re-accommodation solution was especially crucial for us during Hurricane Irene”

Earlier this year Sabre Airline Solutions, the aviation industry’s largest software-as-a-service provider, implemented its game-changing Reaccommodation solution with JetBlue to help the airline quickly and efficiently get customers to their final destination when irregular operations, such bad weather or other unplanned operational disruptions, occur.

Sabre’s Reaccommodation solution automates the entire rebooking process, which significantly reduces the amount of manual work required by reservations and airport crewmembers, allowing them to provide more personalized services to customers during an irregular operations event.

Since implementing this solution JetBlue has realized a measurable increase in customer satisfaction surveys. Additionally JetBlue estimates a 25 percent call reduction in their reservations call centers, which allows their agents to continue to provide superior customer service, even during unplanned operational disruptions.

Hurricane Irene recently swept through the northeast, causing significant flooding and power outages, amongst its damages. Airlines were also hit hard, being forced to cancel hundreds of flights due to the hurricane conditions.

JetBlue was among the airlines most impacted by Hurricane Irene as the storm’s path virtually covered its entire northeastern network. Sabre’s re-accommodation solution proactively responded to the impending operational problems brought on by the hurricane and re-accommodated thousands of customers.

Rick Zeni, JetBlue’s vice president of IT Business Solution Delivery, said the airline’s number one priority is always to provide a superior travel experience for customers, regardless of inclement weather.

“Sabre’s re-accommodation solution was especially crucial for us during Hurricane Irene,” Zeni said. “The automated rebooking capabilities provided our crewmembers and customers with the best solution possible so we could quickly accommodate customers based on their travel itinerary and proactively notify them of itinerary changes.”

Steve Clampett, President of Sabre Airline Solutions Products and Solutions, said, “Sabre Airlines Solutions’ core objective is to invest in technology that helps airlines run profitable businesses. Our Reaccommodation solution maximizes an airline’s operational efficiency and helps reduce passenger recovery costs,” he said. “Most importantly, however, it enhances customer satisfaction as it minimizes disruption brought about by unforeseen circumstances.”

Sabre Airline Solutions provides technology solutions to the global aviation industry. It operates the industry’s largest Software-as-a-Service (SaaS) business, with its innovative reservations system, commercial planning and operations software used by more than 300 airlines and over 100 airports around the world. More than 300 million passengers are put on airplanes every year using Sabre technology.

Sabre Airline Solutions is part of Sabre Holdings, a global technology company serving the world’s largest industry- travel and tourism. Its innovative technology is used by more than a billion people around the world to plan, book and experience their travel at a time and price that's right for them. It works behind the scenes to make the world a better place, one journey at a time. For more information, please visit: www.sabre.com.