• Wingo claims a call response rate of 90% and 100% attention in cases received by WhatsApp.

Colombian Airline Wingo Leveraging WhatsApp To Improve Passenger Service

Bogotá based Wingo, the Colombian low-cost airline owned by Panamá’s Copa Airlines says it is implementing an initiative to improve customer service across call center, web form and WhatsApp channels to face the increase in the number of travelers it expects to serve in 2022.

Wingo claims that so far this year, the airline has registered a call response rate of 90%, and 100% attention to cases received by WhatsApp, while more than 90% of the complaints and claims that arrive through the web form are attended (first response) within the first 15 business days following receipt of the request.

Wingo says it also has been strengthening its “Manage Your Trip” self-service option available on the website, through which passengers can make changes of route and date of their flights and add additional services.

Wingo claims a call response rate of 90% and 100% attention in cases received by WhatsApp, while 90% of requests submitted via web are answered in the first 15 business days.

“Our model goes beyond low fares and focuses on improving the experience for our travelers. We have been continuously transforming ourselves thinking about their needs and improving the interaction at each point of contact.  Today we have a new contact channel via WhatsApp, and we continue working on automating our self-service processes.  We continually seek to design agile solutions and keep flying high.  Our challenge this year is the significant reduction of response times to complaints and continue working with all areas of the business to offer a more reliable and good vibes service, ” said Paula Ramos, Manager of Wingo Traveler Experience.

Wingo admits that it directly felt the impact of the pandemic the past two years due to factors outside the airline’s control and related to the different public health provisions. In addition, the reduction in the capacity of El Dorado Airport and the Ground Delay Program (GDP) are some additional causes of the rescheduling and delays recorded during that period.

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