With the advent of social media, satisfied customers mean more now than ever. When things go wrong, airline refunds need to be distributed intelligently and swiftly or you risk losing a customer (and future customers) forever. The problem is, most airlines manage refunds in a fractured way, without clear SLAs and passenger updates.
Mozart is a complete refund management service for airlines, delivered through a combination of proprietary tools, robust processes and expert staff. Not only does it allow for a centralized platform for distributing refunds, but it also allows you to give real-time, transparent updates to passengers via email and text messages. This, in turn, leads to more satisfied and loyal customers.
Mozart processes refunds as per SLAs with airlines, in real time with regular alerts across multiple channels. The platform can handle results from all channels, including travel agents, internet, airlines, sales offices, call centers and help desks. It even seamlessly integrates with your website so that passengers can apply for refunds themselves.
Since 1998, we’ve handled airline refunds across 150 countries. Our experienced team is well-versed in local policies and understands the importance of issuing refunds (and getting them right). We also know how to issue rejected refunds with proper explanations.
We’ve standardized the airline refund policy across countries and sources (e.g., the internet, travel agents—including requests through BSPlink—airline sales offices, call centers and help desks). In doing so, our global set of rules keeps things consistent and controlled. Everything is handled in accordance with airline policies.
When it comes to optimizing the performance of the refund process, upgrades, training, customization and technology enhancements become our responsibility. You only pay for the refunds you issue. This results in the highest quality of service at the lowest cost. Our experienced staff of more 200 people makes the process simple no matter where you are in the world. Mozart enables you to process refunds for all tickets issued, including the ones against credit cards, by automatically presenting the card refunds to your selected acquirer.
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"We are extremely excited about our partnership with Mercator. They demonstrate the same core values we hold and have provided us with a timely, efficient solution to a complex issue while maintaining strong internal controls and providing excellent customer service. This solution has provided a valuable part of the foundation for our growth relating to our interline strategy."
- Lorem Ipsum Name, Company
"We are extremely excited about our partnership with Mercator. They demonstrate the same core values we hold and have provided us with a timely, efficient solution to a complex issue while maintaining strong internal controls and providing excellent customer service. This solution has provided a valuable part of the foundation for our growth relating to our interline strategy."
- Lorem Ipsum Name, Company
Inefficient refund processing often leads to significant revenue loss and customer dissatisfaction. Airlines need an integration of refund requests to solve these problems. Explore how you can address these challenges to protect your revenue and preserve your reputation.
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