When massive storms hit, it wreaks havoc with airline operations. In the U.S., more than 8,000 flights were cancelled and over 31,000 were delayed, according to flight-tracking website FlightAware. Similarly, Canada — particularly Atlantic regions — is forecasted to experience drastic swings increasing in flight delays this spring, according to The Weather Network.
Help During Extreme Events
When interruptions happen outside of regular business schedules, after-hours service providers such as agent24 rise to the challenge to help impacted travelers. The company’s call volumes skyrocket up to 400 percent of normal levels during major storms.
“We’re here to assist travellers seamlessly when bad weather disrupts their plans,” said Jim Mazza, agent24 President. “This time of year is our peak, as weather delays are especially frequent in the first quarter. We’re on duty 24/7 to solve problems for affected travellers and simultaneously provide peace of mind to their advisors.”
Need for Business Support Growing
Flight disruptions remain 300 percent above historical norms, according to industry data provider Infare. In addition to increasingly extreme weather, the aviation industry continues to wrestle with staffing issues and the rapid hike in demand for global air travel.
Those factors are also contributing to a growing need for agent24’s services:
● Short-staffed agencies can’t find enough advisors to hire, so need extra help
● Agencies are limiting their opening hours, including closing longer and more frequently for holidays, and looking for more coverage as a result
● Corporate travel – the largest business segment for after-hours service centers – is on the upswing and, according to Deloitte, will surpass pre-pandemic levels within the year
● Businesses aside from corporate agencies are now seeking call-center support, such as corporate travel departments, group travel organizations handling meetings and incentive trips, and individual companies
Daytime Calls Increase Significantly
The rising need for call center services is fuelled by another emerging trend. Traditionally, demand was heavy after travel agencies closed for the day and on weekends. However, business during daytime hours has been increasing quickly.
“For years before Covid, 99 percent of our business was after hours,” Mazza said. “In the past couple of years, the number of daytime calls we receive has grown tenfold and continues to
build. We’ve expanded our capacity to stay ahead of this developing need.”
For more, go to www.agent24.com
