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Claiming refunds from an airline could be a test of the airline’s customer care efficiency. Given the highly competitive nature of the industry and the power of social media, airlines today cannot ignore the impact of a dissatisfied customer on the airline’s business. This makes it necessary for airlines to have refund experience as a part of their customer care initiative. Airlines traditionally manage refunds in a fragmented way, without clear SLAs and updates for passengers. This results in customer dissatisfaction and a negative impact on the airline’s reputation.
Accelya’s Mozart is a comprehensive refund management service for airlines, delivered through a combination of proprietary tools, robust processes and trained staff. It helps airlines manage refunds in a centralised and professional manner according to service level agreements (SLAs). Airline staff and agents have real time information on refunds status, enabling them to provide instant updates to their customers. Passengers receive regular updates on refunds status via e-mail and text messages, resulting in customer satisfaction.
Accelya’s refund management service, Mozart, is designed to process refunds as per SLAs with airlines. Real-time
refund status and regular alerts to agents and passengers result in service excellence.
Mozart is capable of handling refund requests from all channels – travel agents, internet, airline sales offices, call center and help desk. Mozart also integrates with airline website to enable passengers to apply for self refunds.
Accelya has been auditing refunds since 1998 for airlines in over 150 countries. Experienced and skilled team of
professionals is well-versed with refunds audit, local policies and their impact on refunds, ensuring accurate refund
calculations. Refunds are concluded as per SLAs with airlines. Rejected refunds are supported with proper explanation.
Being centralised, Mozart allows airlines to unify and standardise their refund policies across countries, locations and sources such as the Internet, travel agents (including requests through BSPlink), airline sales offices, call centres and help desk. This facilitates greater control and application of global rules. Mozart handles refunds homogeneously, according to airline policies, ensuring consistency and accuracy.
Accelya invests in systems, training, customisation, upgrades, technology changes etc. to streamline and optimise the refund process. This enables it to deliver better service at a lower cost.
Since the pricing is transaction-based, the airline only pays for the number of refunds processed.
Mozart enables airlines to process refunds for all tickets issued, including the ones against credit cards by automatically presenting the card refunds to the airline´s selected acquirer.