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A leading provider of third-party BPO services to the global airline industry,
WNS executes customer-relationship management, passenger revenue accounting and
operations related processes. WNS serves Air Canada, British Airways and 15 other airlines.
Non-Operations
Airline Operations
Customer Relationship Management
WNS provides a variety of customer relationship and contact
management services to help airlines improve customer value
and satisfaction and build lasting relationships with their
passengers. Utilizing 24/7 customer contact centers, we
operate as an extension of clients' offices, allowing customers
worldwide to reach representatives around-the-clock via
phone, email and physical mail.
Examples of the types of customer interactions our dedicated
associates routinely perform for global airlines are as
follows:
- Reservations and Sales: WNS provides
airline clients with 24/7 reservation services, including
creation of reservations, amendments and changes to
flight, hotel and car bookings, technical assistance
for website-related problems, answering inquiries on fares, frequent
flyer benefits, promotions and assisting the passengers with
changes to itineraries based on fare rules and restrictions.
- Loyalty Program: WNS provides contact center services
answering calls related to membership-account queries,
member enrollments, redemption bookings and other queries.
As part of our loyalty program services, WNS manages
retro tracking, updating of air-miles, upgrades and
downgrades between the various bands, and distribution
of membership kits.
- Customer Relations: WNS manages responses to written
and email customer complaints on behalf of its airline
clients. The complaints range from baggage complaints
to catering, cancellations, overbooking, staff attitude
and other customer relations matters. WNS analyzes
these issues for problem identification, prepares a
customized response and helps determine the compensation
that needs to be extended to the customer.
- Mishandled Baggage: WNS provides contact center services
answering calls related to mishandled and lost baggage
for airline customers. Our associates provide customers
with information on the status of their bags, information
on specific policies and procedures with respect to
claims, and other aspects of traditional lost baggage
call center services. Our service delivery model enables
clients to handle the large variations in call volumes
while maintaining critical service levels. Our technology
partners can assist in increasing the efficiency of
operations by designing Interactive Voice Recognition
(IVR) systems for reducing voice interactions or by
implementing workflow platforms for claims routing.
Passenger Revenue Accounting
WNS is a leading third-party provider of end-to-end Passenger Revenue Accounting (PRA) to an increasing number of airlines worldwide. Our 24/7 services deliver flexible operations and help clients perform these labor-intensive clerical processes more cost-efficiently. Our domain knowledge allows us to transition and deliver PRA processes that enhance revenue and control fraud. Key processes performed by WNS from its delivery locations include sales accounting, traffic (uplift processing), inward and outward billing, coupon matching, refunds and fare audits.
Clients can choose a service delivery model that makes
sense for their specific situation. Some clients choose
to transition discrete processes to WNS while keeping control
of their legacy systems and higher-order processes. Other
clients seek end-to-end outsourcing of PRA, migrating their
processes from their legacy systems onto a WNS-provided
PRA platform. WNS' sales-based PRA software, Jade, provides
an accounting and workflow platform to ensure accuracy
and includes an executive information system, JadeView,
that provides user-friendly reporting and data analysis
for the Jade system.
Shared Services
WNS provides a range of services focused on managing
airline employees, including pilots, cabin crews, ground
staff and managerial staff. Human resources services
include maintaining employee records and managing processes
related to payroll, overtime, expense claims, benefits
and commissions. We also provide voice and email support
for staff travel.
For additional information, please refer to our Finance & Accounting services page.
Airline Revenue Recovery
For WNS, revenue recovery auditing is the first step towards successful protection of future revenue.
In response to feedback from our airline clients, we have developed Verifare, a highly automated, web based service offering that delivers an innovative solution to revenue recovery initiatives.
Verifare effectively maximises revenue recovery through comprehensive auditing of worldwide booking, ticketing, usage, exchange and refund transactions whilst protecting future revenue through the identification of process improvements and enhanced controls.
The high level of automation within Verifare enables comprehensive audits for all tickets sold worldwide and all fares on behalf of an airline.
All potential violations are manually reviewed by industry specialists for quality assurance before an Agency Debit Memo (ADM) is issued.
To close the revenue recovery cycle, Verifare has full dispute resolution functionality to manage any subsequent queries raised on ADMs issued and flexible, web based Management Information that enables identification of ineffective procedures/processes and control weaknesses.
Passenger Operations
With a thorough understanding of fare rules and filings,
scheduling concerns and customer satisfaction objectives,
WNS supports passenger operations both before and after
the flight.
- Fare Constructions and Filing: Our IATA-qualified
staff has the knowledge base to construct and calculate
complex fares with a high degree of accuracy and timeliness.
Our filing expertise not only helps in streamlining the
fare distribution system, but also helps ensure the quality
of fares distributed by verifying their validity.
- Inventory Management: Effective management
of airline seating is essential for maximizing capacity
and returns. To ensure efficient seat utilization, WNS
manages processes including flight clean up and editing,
upgrades, over-bookings, monitoring of fictitious or
duplicative reservations and re-bookings for passengers
who miss their connections.
- Passenger Services: WNS processes a wide variety
of passenger requests. These include seat allocations
(unaccompanied minors, reseating, medical concerns, groups,
families and frequent flyers), special meals, excess
baggage, revalidations, reconfirmations, reissues and
lost tickets.
Cargo Operations
Beginning
six months prior to shipment and continuing through the
closing of final accounts, WNS Cargo Management Services
provide clients with the flexibility to:
- Upload and update world-wide schedules and flight configurations
- Manage key client bookings and block space agreements
- Handle special products
- Optimize space availability and flight plan generation
- Manage priority bookings / offloads and yield optimization
- Audit critical parameters such as flown-as-booked and delivered-as-booked percentages
- Manage accounting of various stations, special rates, custom duties and cash applications from clients
Contact Info
To learn more about how WNS' travel solutions can help you, send an email to travel@wnsgs.com.
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