IROPS – Disruption Management Services

Irregular Operations (IROPS)

Last minute flight delays and cancellations due to adverse weather conditions, technical glitches, overbooking, civil unrest or any natural calamity puts tremendous pressure on the airline IROP team to accommodate passengers, manage re- bookings and address passenger concerns. This subsequently disarrays a traveller’s entire itinerary resulting in last minute cancellation of hotel bookings and trouble for the hotel staff to adjust their accommodation. An effective Airline Disruption Management can drive customer satisfaction through real-time and personalized notifications to passengers.

IGT provides Irregular Operations (IROPS) support to airlines with a task force of travel agents across 19 global delivery centers, speaking 20+ languages, ready for immediate support, and time-bound communications.
Focusing on passenger-centric support, IGT helps travel and hospitality brands retain revenue, enhance customer satisfaction, and drive operational efficiencies.

IGT Offerings

IGT’s integrated passenger-centric and technology-driven IROPS services enables travel companies to deliver enhanced customer experience and build customer loyalty by providing faster resolution to customer queries during disruption.

IGT manages scheduled and unscheduled disruptions 24/7 across channels such as web, mobile, and social to specifically target omnichannel requirements of the connected customer. The process manages the following:

Irregular Operations Airline Support Desk

Passenger Management

Re-accommodation
Schedule Changes
Notifications-SMS, Calls, Emails, Social Media
Exchanges & Reissuances
Downgrade Services
Claims

Process Management

Revalidations
Mishandled Baggage
Refunds
Seat Management
Baggage Recheck-in
Visa Assistance

Delivering Results

70% Revenue Retention annually through IROPS management for a leading European carrier
2,000 cancelled flights rebooked every month
30 passengers handled per hour per agent with zero errors
98% customers notified for any ad hoc changes resulting in increased CSAT for the airline

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)