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SMOOSS helps Transavia to manage disruptions easily!

Elevating satisfaction level of customers and reducing disruption costs by using the SMOOSS platform.

Context

Operational disruptions such as cancellation, downgauge or delay are a long-lasting pain point for airlines and their customers.
Transavia took an initiative to search for solutions to provide disrupted passengers with the widest scope of alternatives, in a self-service and digitized way.
As the low-cost subsidiary of the Air France-KLM group, Transavia also wanted to be able to rebook passengers on all the group's airlines, which was technically challenging as they are not hosted on the same Passenger Service System (PSS).

SMOOSS Solution

The SMOOSS platform for Disruption recovery was perfectly suited for Transavia to better take care of customers impacted by operational disruption:
● Transavia's customer service agent can steer a disrupted flight from a single cockpit, providing the right set of alternatives to the right booking: rebooking on Transavia or Air France, cancellation of the trip against a voucher or a refund● Customers are automatically notified of the disruption and can choose their preferred solution. All the messages sent to passengers (email, sms...) are directly set-up by the airline in the SMOOSS platform● Once chosen, their choice is automatically processed in Transavia's PSS (Navitaire New Skies) and Air France's PSS (Amadeus Altéa) if applicable. Customers receive a rebooking confirmation and can proceed with their new flight.

Results

Within a few months of usage, thousands of passengers have already benefitted from a smoother experience facing a flight's disruption. They appreciate to be informed before going to the airport and provided with solutions digitally, without any need to call a customer service desk.
Customer service teams also benefit from an integrated end-to-end solution, removing manual work in multiple tools, resulting in significant savings for Transavia.

Cédric André Masse

Customer Experience Director at Transavia France

“During a disruption, the passengers expect quickness and reassurance from the airline. This is exactly what SMOOSS Solutions enable us to do. It allows us to rebook passengers in a few seconds and notify them in their natural language. With the SMOOSS disruption recovery platform, the Transavia back office team is able to see at a glance what is the best alternative for the customer and which of the partner airlines are available.”

August 4, 2021

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Operational Disruption: a $20 billion question for airlines.

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Quick and user-friendly interface to manage disruptions
"Great team work between our teams Transavia and SMOOSS for a better customer experience !"
- Nathalie Stubler, CEO at Transavia France
Self-service disruption management solution
"Before, it took us hours to provide alternative solutions to our customers in case of disruption. Now, it is only a matter of minutes"
Charles Melin, Commercial domain manager at Transavia France