Service Recovery Programs
When a customer has a negative experience, the window to recover their trust is narrow. Our recovery programs combine operational data with behavioral analytics to identify impacted customers and execute personalized outreach within days of a service failure — not weeks or months.
We work with our partners to design resolution packages that are proportional to the disruption and meaningful to the customer. This includes flight credits, loyalty point bonuses, complimentary upgrades, and direct acknowledgments from brand leadership.
Proactive Identification
Using partner operational data, we flag customers affected by disruptions — delays, cancellations, lost baggage, overbookings — and prioritize outreach based on severity, customer lifetime value, and churn risk.
Personalized Recovery Outreach
Every recovery touchpoint is tailored. We reference the specific disruption, acknowledge the impact, and offer a resolution that demonstrates genuine accountability — not a generic apology template.
Voice of Customer Programs
The most valuable customer insights don't come from NPS scores or star ratings. They come from unstructured, firsthand accounts of real experiences. Our Voice of Customer programs collect qualitative feedback through structured surveys, phone interviews, and recorded testimonials that surface the specific operational failures driving dissatisfaction.
These insights are compiled into actionable reports shared directly with partner executive teams to inform service improvements and policy changes.
Satisfaction Analytics
We measure what matters. Our analytics platform tracks recovery program performance across key metrics including response rates, resolution satisfaction, repeat purchase behavior, and long-term retention impact. Partners receive quarterly performance reviews with benchmarks against industry peers.