CUSTOMER SUPPORT
IN AIRLINE apps 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 on airlines' Android apps.
Call Center Support via
Airline Mobile Apps
The death of the phone call may be highly exaggerated. Across the majority of the airline apps evaluated, telephonic support was the most pervasive customer service format. Two out of three airlines included the more personal, two-sided conversational, call center support within their apps, led heavily by the full-service carriers as compared to the low-cost carriers (LCCs).
64%
Total
70%
Full Service Carriers
50%
Low-Cost Carriers
AIRLINE APPS THAT DO NOT OFFER
CALL CENTER SUPPORT IN MOBILE APPS
E-mail or Form-based Support
via Airline Mobile Apps
A rather one-sided and relatively slower resolution mode, e-mail or form-based customer support is included in 2 out 5 airline apps. Slightly more share of LCCs than full-service carriers adopt an e-mail based customer support method.
38%
Total
35%
Full Service Carriers
45%
Low-Cost Carriers
AIRLINE APPS THAT ALLOW IN-APP
EMAIL SUPPORT
Support via Social Network
in Airline Mobile Apps
Despite the rise of digital networking platforms for general communication and connections, just one in four airline apps have plugged into social networks for customer contact and support. To clarify, this is not social media login integration, but a clickthrough to the airlines' social media profiles for digital support. In general, airlines have embraced social networking platforms such as Facebook and Twitter to address traveler issues in transit, or also pre- and post-booking concerns and dispute resolution.
26%
Total
24%
Full Service Carriers
30%
Low-Cost Carriers
AIRLINE APPS THAT INTEGRATE SOCIAL
NETWORK PROFILES IN MOBILE APPS
In-App Messaging Support
Airlines have been somewhat 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. Driven by LCCs, only 1 out of 5 airline apps include an in-app messaging support.
18%
Total
15%
Full Service Carriers
25%
Low-Cost Carriers
AIRLINE APPS THAT HAVE
IN-APP MESSAGING SUPPORT
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. 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.
11%
Total
11%
Full Service Carriers
10%
Low-Cost Carriers
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 - 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 on airlines' Android apps.
Call center Support via
Airline Mobile Apps
The death of the phone call may be highly exaggerated. Across the majority of the airline apps evaluated, telephonic support was the most pervasive customer service format. Two out of three airlines included the more personal, two-sided conversational, call center support within their apps, led heavily by the full-service carriers as compared to the low-cost carriers (LCCs).
64%
Total
70%
Full Service Carriers
50%
Low-Cost Carriers
AIRLINE APPS THAT DO NOT OFFER
CALL CENTER SUPPORT IN MOBILE APPS
E- mail or Form-based Support
via Airline Mobile Apps
A rather one-sided and relatively slower resolution mode, e-mail or form-based customer support is included in 2 out 5 airline apps. Slightly more share of LCCs than full-service carriers adopt an e-mail based customer support method.
38%
Total
35%
Full Service Carriers
45%
Low-Cost Carriers
AIRLINE APPS THAT ALLOW IN-APP
EMAIL SUPPORT
Support via Social Network
in Airline Mobile Apps
Despite the rise of digital networking platforms for general communication and connections, just one in four airline apps have plugged into social networks for customer contact and support. To clarify, this is not social media login integration, but a clickthrough to the airlines' social media profiles for digital support. In general, airlines have embraced social networking platforms such as Facebook and Twitter to address traveler issues in transit, or also pre- and post-booking concerns and dispute resolution.
26%
Total
24%
Full Service Carriers
30%
Low-Cost Carriers
AIRLINE APPS THAT INTEGRATE SOCIAL
NETWORK PROFILES IN MOBILE APPS
In-App Messaging Support
Airlines have been somewhat 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. Driven by LCCs, only 1 out of 5 airline apps include an in-app messaging support.
18%
Total
15%
Full Service Carriers
25%
Low-Cost Carriers
AIRLINE APPS THAT HAVE
IN-APP MESSAGING SUPPORT
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. 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.
11%
Total
11%
Full Service Carriers
10%
Low-Cost Carriers
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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