Time is money on a trip: technology to the rescue of passengers
Constant innovation to optimize the user experience in travel assistance services
Travel assistance is undergoing a continuous transformation to effectively meet passengers' needs and offer agile solutions to any eventuality. In this process, Assist Card reinforces its commitment through digital tools that allow for quick and independent service management.
According to Fernando Broder, Chief Information Officer of Assist Card, the company is working to offer a comprehensive experience based on a complete "technology suite," comprised of a mobile application, a WhatsApp channel, and its website. Through these platforms, users can manage medical assistance, report lost or delayed luggage, submit refund requests, and handle other needs immediately and without intermediaries.
In the current context, marked by new habits and greater digital adoption, the company is observing an evolution in its customers' behavior. 49% continue to use the telephone, while 29% of requests come in through the mobile app and 22% via WhatsApp, demonstrating a growing preference for self-service solutions.
Availability in Spanish, English, and Portuguese is one of the outstanding attributes, allowing procedures—including telemedicine consultations—to be carried out in the passenger's language, an essential factor in emergency or stressful situations.
Broder points out that the sustained increase in travelers also implies an increased possibility of unforeseen events, making it essential to have a service capable of responding anytime, anywhere. The executive maintains that the goal is to support the user throughout the entire process, from planning to post-trip support, through a model that prioritizes immediacy, efficiency, and peace of mind for the customer.
The company plans to continue expanding its self-management capabilities, strengthening service quality, and consolidating strategic alliances that will drive the development of its travel assistance business, with the goal of continuing to offer robust solutions adapted to the needs of the current context.