Satisfaction Guaranteed with Automated Ticket Changes and Refunds
In launching ITA’s ReShop™, Alaska Airlines created a simpler and more cost-effective way for customers and agents to manage changes to partially flown and wholly unflown tickets – whether online at www.alaskaair.com or with a call center agent.
A pioneer in this space, Alaska Airlines was the first to deploy ITA’s ReShop, the first to offer automated refunds online, and the first to deploy ITA’s Dynamic Waiver feature which automates the application of waiver rules and penalties.
In 2010, Alaska Airlines added another automated refund feature that’s a big win with customers – Price Guarantee. It allows customers to receive an automated refund or online credit equivalent to the difference of a lower fare found on www.alaskaair.com. Since launching this new feature, Alaska Airlines has seen its monthly online ReShop ticket volumes grow by more than 30% and Price Guarantee refunds now make up more than 20% of Alaska’s monthly ReShop volumes.
With ReShop, Alaska Airlines benefits by an increase in rule compliance and change fee collection – while creating a better online customer experience. Customers can more easily exchange or refund all revenue, interline partner, or award tickets with an option to choose between using all miles or a combination of miles and money. Alaska customers can also upgrade to first class during their search for new flights, which often leads to enhanced revenues.
ReShop really lets Alaska Airlines be imaginative with the tools it develops to empower customers – offering comprehensive choices, greater flexibility, and easy-to-use, self-service options. Ultimately, this leads to more satisfied customers and increased revenue.
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Flexible Itinerary Changes
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Clear Change Summary
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"With ITA's ReShop, we're now processing almost 50% of our reshop and refund transactions online. Our customers love the experience and our agents love the tool."
Joe Sprague
VP Sales & Marketing
Alaska Airlines
About Alaska Airlines
Alaska Airlines provides passenger and cargo service to more than 90 cities in Alaska, the Lower 48, Hawaii, Canada, and Mexico. Alaska Airlines ranked "Highest in Customer Satisfaction Among Traditional Network Carriers" in the J.D. Power and Associates 2008, 2009, and 2010 North America Airline Satisfaction StudiesSM, They are a true innovator in website merchandising.
> www.alaskaair.com
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ReShop™ for Airlines Brochure
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