How a leading low-cost airline reduced support costs, improved customer experience and scaled operations with Omvia
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The Challenge
As passenger volumes grew, a leading low-cost airline found itself under increasing pressure on its customer support operations.
More than 100 customer service representatives were handling thousands of inquiries across voice and email every single day. Flight status updates, booking modifications, baggage queries, refund requests a significant portion of these interactions were repetitive, yet every one of them still required manual handling.
The cracks started to show:
As passenger volumes grew, a leading low-cost airline found itself under increasing pressure on its customer support operations.
More than 100 customer service representatives were handling thousands of inquiries across voice and email every single day. Flight status updates, booking modifications, baggage queries, refund requests a significant portion of these interactions were repetitive, yet every one of them still required manual handling.
The cracks started to show:
Rising operational costs
Longer customer waits times
Inconsistent service experiences
Limited scalability during peak travel seasons
Increased pressure on support teams
The airline needed a solution that could deliver fast, accurate, and always-available support without continuously growing headcount to keep up.
The Solution - Omvia
Omvia was deployed as an AI-powered customer engagement platform across voice and email, giving passengers instant assistance at every stage of their journey.
By integrating with the airline's existing systems, Omvia could understand customer intent, retrieve relevant information in real time and resolve a wide range of requests without an agent having to step in.
Here's what Omvia handled from day one:
Before Booking
Flight Status by City | Destinations | Booking Information | Boarding & Check-in Timelines | Inflight Services | Baggage Policies & Excess Rates | Lost & Damaged Baggage Support | Connecting Transfer Information | Permissible Items Guidance | Cancellation Policy | Rescheduling Policy | Medical Waiver Policy | Pet Travel Guidelines | Musical Instrument Carriage | Sports Equipment Carriage | Human Remains Carriage | Travel Certificates | First Fly Certificates | Meal Information | Travel Deals | Meet & Greet Services
Flight Status by City | Destinations | Booking Information | Boarding & Check-in Timelines | Inflight Services | Baggage Policies & Excess Rates | Lost & Damaged Baggage Support | Connecting Transfer Information | Permissible Items Guidance | Cancellation Policy | Rescheduling Policy | Medical Waiver Policy | Pet Travel Guidelines | Musical Instrument Carriage | Sports Equipment Carriage | Human Remains Carriage | Travel Certificates | First Fly Certificates | Meal Information | Travel Deals | Meet & Greet Services
During Booking
PNR Retrieval | Email Address Updates | Contact Number Updates | Booking Comments Management
PNR Retrieval | Email Address Updates | Contact Number Updates | Booking Comments Management
After Booking
Flight Status by PNR | Cancellation Processing | Refund Status
Flight Status by PNR | Cancellation Processing | Refund Status
Day of Travel
Flight Status by City or PNR | Boarding Guidance | Check-in Guidance | Baggage Support | Destination Information | Route Information
Flight Status by City or PNR | Boarding Guidance | Check-in Guidance | Baggage Support | Destination Information | Route Information
Post Travel
Refund Tracking | Cancellation Follow-ups | Booking Comment History | Complaint Handling | Service Feedback Management
Refund Tracking | Cancellation Follow-ups | Booking Comment History | Complaint Handling | Service Feedback Management
Next Phase Upcoming Enhancements
Booking Changes & Rescheduling | Web Check-in | Boarding Pass Issuance | Seat Selection | Meal Booking & Deals | Excess Baggage Booking | Pet Booking Requests | Wheelchair Booking Requests | Payment Integration | Invoices | Travel Certificates
Booking Changes & Rescheduling | Web Check-in | Boarding Pass Issuance | Seat Selection | Meal Booking & Deals | Excess Baggage Booking | Pet Booking Requests | Wheelchair Booking Requests | Payment Integration | Invoices | Travel Certificates
The Impact
Omvia delivered immediate and measurable improvements across automation, customer experience, and operational efficiency.
30%+ voice calls fully automated on day one
Routine queries were resolved end-to-end through AI-powered conversations no agent involvement required.
Routine queries were resolved end-to-end through AI-powered conversations no agent involvement required.
95%+ email automation across targeted queues
Omvia automatically processed and responded to most customer email inquiries, dramatically cutting response times.
Omvia automatically processed and responded to most customer email inquiries, dramatically cutting response times.
Less than 3 minutes
Average handling time for fully managed calls. Passengers got faster resolutions while support operations ran leaner and more efficiently.
Average handling time for fully managed calls. Passengers got faster resolutions while support operations ran leaner and more efficiently.
24x7 always-on support
Passengers could get help any time without waiting for an agent to be available.
Passengers could get help any time without waiting for an agent to be available.
Business Outcomes
Better customer experience
Passengers received faster, more consistent support across channels, leading to improved satisfaction and reduced effort.
Passengers received faster, more consistent support across channels, leading to improved satisfaction and reduced effort.
Higher operational efficiency
Support teams were free to focus on complex customer scenarios while AI handled the high-volume, routine load.
Support teams were free to focus on complex customer scenarios while AI handled the high-volume, routine load.
Built for scale
Omvia enabled the airline to handle fluctuations in demand without proportional increases in staffing creating a more agile and cost-efficient operating model.
Omvia enabled the airline to handle fluctuations in demand without proportional increases in staffing creating a more agile and cost-efficient operating model.
From High-Volume Support to Intelligent Customer EngagementBefore Booking
With Omvia, the airline transformed customer service from a workforce-intensive operation into an AI-powered support ecosystem delivering faster resolutions, lower operating costs and a smooth passenger experience at scale.
With Omvia, the airline transformed customer service from a workforce-intensive operation into an AI-powered support ecosystem delivering faster resolutions, lower operating costs and a smooth passenger experience at scale.
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