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Booking websites automate much of the travel planning process - some are even able to predict price fluctuations or respond to personal travel preferences. But even the most advanced digital booking services couldn't predict the coronavirus outbreak. Two sister websites reacted quickly to create an automated system that allows for 8o% of flight refund requests to be handled automatically over the phone, without involving a customer service agent.
To address exceptionally high call volumes due to the outbreak, FlightHub and JustFly used automation to streamline their customer service response.