Customer Support
in Airline apps
State-owned vs. private carriers 1q19
Customer support can make or break businesses. The more complex the business - think operating an airline - the more challenging it could be to keep one's customers satisfied. For airlines, offering customer support via mobile apps means integrating with popular mobile communication formats such as, chat-based, traditional phone call, social networks et al. videc's App in the Sky reviews the state of customer support available on government-owned and privately-held airlines' Android apps.
Call Center Support via
Airline Mobile Apps
Call center support is the most prominent support function integrated across airline apps. Up to seven out of 10 government-run airline apps feature this versus slightly fewer six in 10 apps of privately-held airlines. Overall too, more state-run carriers offer varied means of customer support than privately held ones.
61%
Private Airlines
71%
Government Operated Airlines
Airline Apps That Do Not Offer
Call Center Support In Mobile Apps
E-mail or From Based Support
Via Airline Mobile Apps
In spite of it being a relatively slower resolution mode, e-mail or form-based customer support is quite prominent among airline apps. A fundamental reason behind it could be to document all grievances and feedback. Almost one in two government airlines adopt an e-mail based custom - er support method as compared to just one in three private carriers.
35%
Private Airlines
47%
Government Operated Airlines
Airline Apps That Support
email In Mobile Apps
Support Via Social Networks
Airline In Mobile Apps
Almost all businesses today have presence on digital networking platforms to engage with their followers. Fewer so have established solid practices to offer customer support through these platforms. But very few airlines have actually integrated this support functionality within their apps. Arguably, airlines keep this separate so as not muddy the booking and travel management process. But in the world of super apps - where companies integrate possibly every thing in a single app - having a social support access directly from within the app may only be natural down the road.
27%
Private Airlines
24%
Government Operated Airlines
Airline Apps That Support Via
Social Network In Mobile Apps
In-App Messaging Support
From social networking to messaging apps, chatting has emerged as a major customer engagement tool. However, airlines have been rather slow in integrating third-party messaging platforms within their apps for customer service. Part of the reason could center around integration issues, bloating of the app size and ultimately the ownership and privacy of customer data flowing through the messaging platforms. Only one in four government-owned airline apps and 16% of the private-ly-held airline apps offer in-app messaging support.
16%
Private Airlines
24%
Government Operated Airlines
Airline Apps That Support In-App Messaging
Customer Support Via
Third-Party Messaging Apps
These are relatively early days for messaging services such as Facebook Messenger, WeChat or Line to roll out business profiles that could communicate with individual users. As a result, very few airlines have such integrations, and those who do, could likely be in the pilot stages. Already, almost one in three apps of government run airlines support third-party messaging integration, far ahead of just 4% of apps among private airlines. Expect more airlines to be onboarded as a business profile on these platforms -ultimately, these communications take place on platforms customers are the most comfortable with, and offer a broad range of back-end analytics for the airlines.
4%
Private Airlines
29%
Government Operated Airlines
Airline Apps That Support
Third-Party Messaging Apps
videc's App in the Sky is an infographic series based on our analysis of 66 airline Android-based apps.videc conducted the research in March 2019 to identify and assess flight shopping and booking functionalities, ancillary products, services, travel management tools, etc. integrated within the airline Android apps.The airline apps were evaluated on 37 unique aspects/components across various stages of app launch, flight search, booking, travel management, loyalty/customer logins, products sold, payment methods and customer support. video shall not be held responsible for any loss - tangible or intangible, due to the inclusion (or not) of the analysis in videc's App in the Sky.
Customer Support
in Airline apps
State-owned vs.
private carriers 1q19
Customer support can make or break businesses. The more complex the business - think operating an airline - the more challenging it could be to keep one's customers satisfied. For airlines, offering customer support via mobile apps means integrating with popular mobile communication formats such as, chat-based, traditional phone call, social networks et al. videc's App in the Sky reviews the state of customer support available on government-owned and privately-held airlines' Android apps.
Call Center Support via
Airline Mobile Apps
Call center support is the most prominent support function integrated across airline apps. Up to seven out of 10 government-run airline apps feature this versus slightly fewer six in 10 apps of privately-held airlines. Overall too, more state-run carriers offer varied means of customer support than privately held ones.
61%
Private Airlines
71%
Government Operated Airlines
Airline Apps That Do Not Offer
Call Center Support In Mobile Apps
E-mail or From Based Support
Via Airline Mobile Apps
In spite of it being a relatively slower resolution mode, e-mail or form-based customer support is quite prominent among airline apps. A fundamental reason behind it could be to document all grievances and feedback. Almost one in two government airlines adopt an e-mail based custom - er support method as compared to just one in three private carriers.
35%
Private Airlines
47%
Government Operated Airlines
Airline Apps That Support
email In Mobile Apps
Support Via Social Networks
Airline In Mobile Apps
Almost all businesses today have presence on digital networking platforms to engage with their followers. Fewer so have established solid practices to offer customer support through these platforms. But very few airlines have actually integrated this support functionality within their apps. Arguably, airlines keep this separate so as not muddy the booking and travel management process. But in the world of super apps - where companies integrate possibly every thing in a single app - having a social support access directly from within the app may only be natural down the road.
27%
Private Airlines
24%
Government Operated Airlines
Airline Apps That Support Via
Social Network In Mobile Apps
In-App Messaging Support
From social networking to messaging apps, chatting has emerged as a major customer engagement tool. However, airlines have been rather slow in integrating third-party messaging platforms within their apps for customer service. Part of the reason could center around integration issues, bloating of the app size and ultimately the ownership and privacy of customer data flowing through the messaging platforms. Only one in four government-owned airline apps and 16% of the private-ly-held airline apps offer in-app messaging support.
16%
Private Airlines
24%
Government Operated Airlines
Airline Apps That Support In-App Messaging
Customer Support Via
Third-Party Messaging Apps
These are relatively early days for messaging services such as Facebook Messenger, WeChat or Line to roll out business profiles that could communicate with individual users. As a result, very few airlines have such integrations, and those who do, could likely be in the pilot stages. Already, almost one in three apps of government run airlines support third-party messaging integration, far ahead of just 4% of apps among private airlines. Expect more airlines to be onboarded as a business profile on these platforms -ultimately, these communications take place on platforms customers are the most comfortable with, and offer a broad range of back-end analytics for the airlines.
4%
Private Airlines
29%
Government Operated Airlines
Airline Apps That Support
Third-Party Messaging Apps
videc's App in the Sky is an infographic series based on our analysis of 66 airline Android-based apps.videc conducted the research in March 2019 to identify and assess flight shopping and booking functionalities, ancillary products, services, travel management tools, etc. integrated within the airline Android apps.The airline apps were evaluated on 37 unique aspects/components across various stages of app launch, flight search, booking, travel management, loyalty/customer logins, products sold, payment methods and customer support. video shall not be held responsible for any loss - tangible or intangible, due to the inclusion (or not) of the analysis in videc's App in the Sky.

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