Crew Management Services

Crew Helpdesk Services

Due to interdepartmental dependencies and lack of timely communication, airlines and cruise lines are unable to bring efficiency and flexibility in crew management across geographies.

Effective crew management helps in enhancing operational efficiencies by streamlining their day-to-day operations. IGT provides well-managed and comprehensive crew helpdesk services with expertise in crew scheduling, administration and payroll processing.

IGT Offerings

IGT Crew Helpdesk has a dedicated team of professionals with more than 2.7 million man-hours of expertise on crew management and a comprehensive knowledge base on flight attendant agreements, technologies, union contracts and regulations.

The hub provides 24/7 support to over 20,000 flight attendants working across different geographies, time-zones, work schedules and hours. The services include both front and back-office operations across different communications channels like web, voice, chat, and email for crew management. Key services include:

IGT Solutions - Crew Management For Travel Industry

Schedule Management

IGT provides support for any changes to crew schedule due to jury duty, leaves etc. to make sure that flight regulations are followed. IGT also maintains a crew calendar to help with training, rescheduling, and schedule swapping.

Payroll & Auditing

IGT helps in conducting pay slip audits and works with the crew on reimbursement filings, irregular operations premium, language premium, vacation premium and more.

HR Shared Service

IGT supports the crew with HR services like visa handling, exit formalities, retirement, certificate of employment

Analytics

IGT provides a host of analytical tools to monitor all types of back- office queues which help in auditing and reporting functionalities, thus increasing the productivity of the process.

Delivering Results

89% ESAT maintained of flight attendants consistently for the 2 years serviced
90% of flight delays due to operational staff inadequacies were reduced
94% reduction of scheduling errors providing significant savings

IGT BPM Services And Solutions

IGT provides front office and back office BPM services through its Global Delivery Model from 15 locations worldwide and support in over 20 languages.

Sales & Reservations

Loyalty Programs

Social Media Management

Debit Memo Research

Content Management

Baggage Helpdesk

Refunds & Claim Processing

Irregular Operations (IROPS)

Languages Supported

Crew Helpdesk Services

Crew helpdesk is a business-critical function that impacts operational costs, crew performance and customer experience in equal measure

Case Study

Providing Crew and Back-office support for world’s largest Cruise Line

World's Best Cruise Liners was in need of after-hours travel helpdesk for its fleet crew members. IGT assigned highly travel skilled crew travel consultants for specialized services and equipped handling emergency situations and achieved a CSAT of 87%.