Taking airline customer experience to new heights

With Zendesk, you can help passengers cope with delays, cancellations, and other travel mishaps–wherever they’re interacting with your airline. Give your customers a first-class support experience and ensure they always receive fast, personalized, and efficient service.

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Last updated February 21, 2023

The Zendesk for airlines approach

Built for the enterprise

Upgrade to business class and build the best customer experiences with Zendesk. Zendesk enables cost savings and a better ROI for the optimal total cost of ownership. Optimize your support operations at a global scale and quickly adapt to changing customer expectations. Our library of 1200+ apps and integrations lets you add your everyday systems with a click, and our comprehensive set of APIs allows you to extend and customize solutions. Plus, our open, flexible architecture aligns your teams and technology around what matters most—the customer.

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Non-stop support

From booking to gate to destination, your customers expect to connect any time, any place. Go beyond email and offer a hassle-free omnichannel experience. Zendesk empowers you to meet passengers wherever they are and yields fast, seamless support that travels across all channels. Manage and switch between email, live chat, messaging, social, or voice without disruption. Channels are unified in one place via the Agent Workspace, adding that extra layer of convenience for you and your flyers. Use chatbots, automations, and self-service for repetitive questions around ticket refunds, loss of baggage, and more so there are never delays in response time. You can even reach out proactively, providing the right details at the right time.

Check out the Zendesk Support Suite for seamless omnichannel support

Personalize the passenger experience

Zendesk makes it easy to develop an ongoing connection with your customers. Deliver rich, fluid, and contextually relevant conversations on every channel so customers never have to repeat themselves. Complete passenger profiles let you better understand every customer. With Zendesk, you can bring together data from all parts of your business—including billing, passenger preferences, and travel history. Because the more you know about your passengers, the easier it is to get on board with exactly what they want—and ensure they always choose to fly with you.

Deliver more personalized experiences with Zendesk Sunshine

Treat employees like first class

Employees need problems solved and questions answered in ways that are personal, effortless, and conversational, too. We make it easy to manage high volumes of employee requests, streamline processes, and standardize service delivery and responses–helping you build a more satisfied workforce.

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Azerbaijan Airlines + Zendesk: Maintaining a 10 point lead in amazing customer service

“Zendesk enabled us to organize processes across the organization and make them as transparent as possible. Not only did we streamline the help desk workflow, but we also connected its processes to other departments of the airline. That helped us create a single support environment and bring the entire process under management control.”

Nazim Samadov

Deputy Executive Officer

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Sky's the limit

Winging it is no longer an option when it comes to taking proper care of customers. Whether you’re a well-established airline or just starting to scale and grow, good customer service is critical to attracting new business, boosting retention, and increasing sales among your existing flyer base. Deliver great customer experiences with Zendesk.

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