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.
Talk to Us
Deepak Jain
Co-Founder & CBO
With over 13 years of professional experience, Deepak has an uncanny ability of data modeling, statistical analysis, business intelligence gathering, trending, benchmarking and market sizing.
During his tenure at Phocuswright, Deepak was instrumental in designing the global travel market sizing, segmentation and projections and worked on ground breaking research on in-destination tours and activities, private accommodation and hostels.
Shubham Dubey
Graphic Designer & Web Developer
Shubham Dubey is a front-end developer with several years of industry experience in building websites. He specializes in HTML, CSS, JavaScript, and graphic designing.
Prior to videc, Shubham worked at Technofra Pvt. Ltd. and Nikulsan Digital Agency. He enjoys being social and being sportive.
Palak Jaiswal
Associate
Palak Jaiswal joins videc from Reeformers, an e-commerce firm. She brings her client-facing experience to videc’s Business Optimization Services team. She is a quick learner, and adept at data research, mining and analysis.
Palak graduated with a Bachelors of Computer Applications in 2018 from Holkar Science College Indore.
Conrad Mendes
Manager Strategy
Conrad Mendes is a seasoned professional with more than 10 years of experience in the travel industry. His core expertise is sales and operations vis-à-vis strategic growth. Prior to joining videc, he worked at Multilinkworld.com, an online B2B2C e-commerce platform, and Cleartrip.com, a leading Indian and Middle East OTA.
An alumnus of Mumbai University, Conrad also holds a Diploma in Travel and Tourism. In his spare time, Conrad enjoys playing soccer, swimming and catching up on some latest tunes.
Trishalla Miranda
Junior HR Generalist & Project Managemen
Trishalla Miranda holds a Master’s in Management Studies, and is building her skillset in human resource management. Trishalla’s interest in people development allows her to connect with a variety of individuals and personalities, in turn bringing out the best from individuals.
Trishalla’s other interests include teaching and research; she wishes to contribute to the society at large.
Nibha Shama
HR – Business Partner
An English Literature graduate from Hindu College and MBA in HR & Marketing from IIPM, Delhi, Nibha Sharma is an experienced human resource professional. She has immense experience in the HR discipline, cutting across industries such as IT, telecom, pharmaceutical, FMCG and automobile. She is skilled in strategic human resource management, staffing, MPP, talent acquisition, talent management, onboarding, induction and orientation, employee engagement, workflow development, training and development, performance management and grievance management.
At videc, Nibha will deploy her skills to drive its people and culture to newer heights. Prior to videc, Nibha led a variety of HR, strategic practices and industrial relations at Galaxy Components Pvt. Ltd, Indore. She also worked at S&S Associates, Gurugram, prominent multinational companies and Fortune 500 companies.
Away from work, Nibha is an avid reader, loves swimming and yoga.
Paridhi Sharma
Senior Associate
Paridhi Sharma is a core member of videc’s Business Optimization Services team. She completed her post graduation in Mathematics from N.S.C.B.G.P.G. College Biaora, Madhya Pradesh. Paridhi’s loves visiting natural places, and her hobbies include watching movies, dancing and listening to music.
Jaspreet Singh Matharu
Junior Associate
Jaspreet Matharu joins videc after a brief stint in the hospitality industry. His curious mind and an interest in research makes him fit for videc’s growth team.
Jaspreet also likes to write quotes based on life experiences, and draws animated characters.
Chayan Jain
Data Analyst
A graduate in Bachelor of Business Administration in Marketing, Chayan Jain brings five years of B2B travel experience from companies such as Mahindra Holidays and Travelyaari.com. He is also passionate about football, snooker and has taken several road trips across India.
Sourabh Sharma
Associate
Prior to joining videc, Sourabh managed client grievances at Chartered Speed. He is fond of books and yoga.
Amit Tyagi
Associate
Amit Tyagi joins videc from the pharmaceutical industry, where he was a sales executive. His passion includes drawing and music. Amit is also fond of cooking and enjoys adventurous activities such as trekking and exercises.
Anushree Tiwari
Associate
Anushree Tiwari is a self-proclaimed perfectionist, and more so when concerns work or cooking. She completed her post-graduation certification in Computer Science from Lokmanya Tilak Science & Commerce College, Ujjain affiliated to Makhanlal University, Madhya Pradesh.
Ruchi Tyagi
Manager
Ruchi completed her post graduate in Masters of Computer Application (MCA) from IPS Academy, Indore, affiliated with the RGPV University. She is a core member of videc’s Business Optimization Services team.
Ruchi, like most of videc’s team enjoys traveling. She is an adventure enthusiast and has trekked 16,000 feet at Roopkund in the Indian state of Uttaranchal. She is also a classical singer and plays the guitar in her spare time.
Priya Sharma
Assistant Manager
Priya Sharma is a core member of videc’s Business Optimization Services team. She completed her post graduation from Nirvindhya Science and Management College in Madhya Pradesh, part of Barkat Ullah University. In her spare time, Priya enjoys visiting historical sites, indulges in watching movies and listening to music.
Ankit Sharma
Associate
Ankit began his career in the BPO industry as a customer service representative at First Source Limited in Bhopal. He is currently pursuing his Bachelors in Commerce.
Ankit enjoys playing cricket, and has won gold medals in chess. His other interests including listening to Sufi music.
Devashish Panchal
Associate
Devashish graduated with Bachelors in Electronics and Telecommunication from the Atharva College of Engineering, in June 2018. Prior to joining videc’s Growth team, he interned with ARM, the world’s leading semiconductor IP company. Devashish was also a part of his college’s Entrepreneurship Cell, which is affiliated to National Entrepreneurship Network, where he ideated with startups to develop their marketing collaterals.
Devashish is a voracious reader – he tries to read at least 20 books a year. Thriller is his preferred genre, with Alistair McLean being his favorite author. Besides books, he also dabbles at impressionist art.
Rajkamal Roy
Assistant Manager
An engineering and business management graduate from NIT Silchar, Rajkamal Roy joins videc from Dexter Capital Advisors, where he managed innovation program for startups and developed event strategies.
He has a curious mind, which is an advantage in his desire to learn about new technological developments. He loves going for short adventurous trips.
Deepika Pachunkar
Associate
Deepika Pachunkar holds a Masters degree in Computer Science and Technology from the Acropolis Institute of Technology & Science. Historical places fascinate her, and she loves gathering facts about the cultures gone by. In her leisure time, Deepika loves reading, cooking and watching movies, and is a foodie.
Hitesh Jain
Associate
A Bachelor of Business Administration in Finance, Hitesh Jain is part of videc’s Business Optimization Services team. Skilled in data mining and analysis, Hitesh is constantly improving his skills to deliver improved results to videc’s customers.
Amadeus
Amadeus powers travel. Amadeus’ solutions connect travelers to the journeys they want through travel agents, search engines, tour operators, airlines, airports, hotels, cars and railways.
Purva Palekar
Graphic Designer
Purva Palekar graduated with a Diploma in Visual and Communication Arts from L.S Raheja, Mumbai.Purva brings more than two years of designing knowledge to videc. Prior to that, she worked at Forty Destinations and Credence as a Senior Graphic Designer.
In her leisure time, Purva indulges in photography. She was awarded the best lifestyle photographer from the All India Trade and Photography in 2016.
Phocuswright
Phocuswright is the travel industry research authority on how travelers, suppliers and intermediaries connect. Independent, rigorous and unbiased, Phocuswright fosters smart strategic planning, tactical decision-making and organizational effectiveness.
Phocuswright delivers qualitative and quantitative research on the evolving dynamics that influence travel, tourism and hospitality distribution.
Northstar Travel Group
Northstar Travel Group is the leading B2B information and marketing solutions company serving all segments of the travel industry including leisure/retail, corporate/business travel, business and sports meetings, incentives, and travel technology.
The company’s portfolio includes media brands, digital media, face-to-face events, online subscription information services, business intelligence, SaaS e-commerce software, and content marketing solutions.
Hudson Crossing
Hudson Crossing is a strategy and execution advisory firm devoted to helping clients raise the financial performance of their assets in industries ranging from travel and hospitality to financial services and technology.
Hudson Crossing’s team of experienced operators bridges the gap between plan and performance, helping clients to achieve growth through innovation and by translating strategy into outcome.
h2c
h2c is a service company that specializes in online marketing, technology, distribution and process optimization for hotel chains and individual hotels.
h2c’s hotel content optimization enables effective distribution across a multitude of platforms.
FremantleMedia
FremantleMedia is a part of RTL Group, a global leader across broadcast, content and digital, and a division of the international media company Bertelsmann.
It creates, produces and distributes some of the best known and loved content in the world including: American Gods, The X Factor, Take Me Out, Family Feud, Jamie Oliver.
Arival
Arival is a dedicated event for ‘The Best Part of Travel’ — tours, activities, & attractions.
Karan Bhagavath
Assistant Manager, Growth and Services
Karan graduated with Bachelors in Computer Science and Engineering from the Vellore Institute of Technology, Vellore in June 2017. Ever since high school, he has been fascinated with mathematics and problem solving. His passion for data analysis comes naturally to him. Prior to joining videc, Karan interned at Orizer Infotech and and Precious Pack.
Karan also describes himself as a tech-geek. He loves building and blogging about computer rigs in his free time, and can occasionally be spotted on online multiplayer games.
Puneet Gupta
Data Analyst
Puneet has a background in statistics and market research and will play a pivotal role on all our consumer and industry facing projects. He is a graduate in Science and has completed masters in Data Science and Statistics. He will based out of Indore office.
Samruddhi Naroji
Human Resources
Samruddhi is a full-time MBA – HR from Thakur Institute of Management Studies and Research. She has 3 years experience in HR specializing in People Excellence and Employee Engagement. She has worked with Pamac Finserve and Techved Consulting India managing the entire gamut of HR. Her interests are in performance management, re-engineering HR policies and a lot more. She has attended various training programs like Global Immersion Program from JCU and Singapore, Lean Six Sigma Green Belt. She loves reading and dancing and is someone who reads to learn and believes in upgrading her skills.
Sonakshi Nachavanekar
Assistant Manager, Event Pre-sales
Sonakshi graduated with a Bachelors in Management in June 2012 and also holds a degree in MICE Management from the Kuoni Academy.
Sonakshi brings over four years of client-facing experience, having worked at Convergys, an international BPO, and Trimurti Enterprise, a printing services firm. When away from her desk, Sonakshi is an avid reader and a movie buff. She is also passionate about traveling, adventure sports, trekking and swimming, and has traveled across India.
Hiral Shah
Assistant Graphic Designer
Hiral Shah graduated with Bachelors in English Literature from SIES College of Science, Arts & Commerce, Mumbai. She also holds a Diploma in Graphic and Web Designing from Arena Animation and Master Diploma in Graphic and Web Designing from DMTI (Softpro). Ever since high school, colors appeal to her the most; presenting with a different perspective excites her the most.
In her leisure time, Hiral loves cooking, exploring various restaurants and cafes, and listening to music.
Chetan Kapoor
Co-Founder & COO
Chetan has a deep understanding of the travel business. A journalist-turned-analyst, Chetan is a highly sought after speaker and an authority on Asia Pacific travel trends.
Over the last decade, Chetan has interviewed several founders and CEOs of leading travel companies, authored industry reports on the digital trends in Asia Pacific, global online travel agency landscape, analyzed funding & product evolution among travel startups.
Viren Jain
Co-Founder & CEO
Virendra is deeply tuned into startups, travel technology, investment and distribution across leisure and corporate travel segments. He has a proven track record in project feasibility and their successful execution in areas such as research, events, media and education.
Over the last nine years, Virendra was instrumental in growing Phocuswright’s brand and product portfolio across Asia Pacific and in Israel.
Shaibal Das
Assistant Manager, Event Pre-sales
Shaibal Das began his career with Crossword Bookstores in 2014 before diving into the research industry with MarketsandMarkets as a Business Development Executive in 2015, where he handled CXO clients including Panasonic, Samsung, Sony, TE, Qualcomm, LG, Schneider among other Fortune 500 companies.
In 2017, Shaibal joined Reliance Jio’s SME team as a Premium Relationship Manager. He managed teams on revolutionary projects like Jio GST platform, Jio Gigafiber and Jio Smart Phone.
Shaibal graduated with an MBA from the Sinhgad Institute, Pune University in 2015. With more than four years of professional experience under his belt, Shaibal’s passion for research and consulting eventually brought him to videc.
Shraddha Sharma
Assistant Account Manager
Shraddha Sharma has more than three years of experience in customer facing roles. She holds a MBA in Finance and Marketing from the Institute of Business Management & Research, IPS Academy Indore.
Shraddha believes in continuous learning and self-development, and has handled large teams of employees while driving productivity and improvements. On a personal front, Shraddha also enjoys cooking, music and hot cup of tea.
Gaurav Chandiramani
Director – Technology
Gaurav Chandiramani is a passionate technology enthusiast who has over 8 years of experience in core technology development and product management. He has worked on umpteen projects spanning over platforms like websites, native mobile apps, native desktop apps, and even hybrid apps.
Manjyot Singh Padam
Manager – Content & Curation
Manjyot Singh Padam graduated with Bachelors in Accounting & Finance from Guru Nanak Institute of Management Studies, Mumbai. He brings two years of research & analysis experience to videc. Prior to that, he worked with Merit Group as a Senior Research Analyst, managing the retail sector.
Manjyot is a motorcycle enthusiast, having driven close to 100,000 kilometers and completed 11 road trips across India.
Anjul joins videc with over five years of research and marketing experience. He previously worked with hospitality software and research companies.
In his spare time, Anjul explores new places, particularly through long road trips.