Avianca is committed to improving the digital experience of travelers

The airline saw the pandemic as an opportunity to improve its processes. For this reason, and always thinking about offering the best experience, it strengthened a digital ecosystem that allows travelers to personalize their experience throughout the trip. In this ecosystem, Vianca, the Facebook Messenger virtual assistant, and the MyAvianca mobile application stand out as the most powerful tools for customers to reduce the time they invest in solving their doubts or self-manage their trips from start to finish from any device and with few clicks. This, as part of its transformation and innovation process.

This is how during 2020 Avianca received about 468,000 daily calls to the call center and in 2021 this number has been around 380,000. In this sense, digital tools have begun to help decongest this channel; They will also allow airline customers to enjoy a more autonomous, agile and safe experience, since undoubtedly the use of technology has reduced contact between people. In addition, Avianca hopes to ensure that at least 70% of the requests or inquiries made by customers are made virtually, so that they take full advantage of these facilities that are being provided today.

This accelerated digital transformation arose in response to a need in the new context, where restrictions have changed the rules of the game, but have also challenged the airline to think differently and encouraged them to seek new ways of doing things better. The suspension of operations, the 265% increase in the demand for information inquiries and requests by the call center, the increase in biosafety measures and the need to implement technology to reduce contact and guarantee the well-being of the passengers, promoted this change that the airline announces today to improve its service and customer management.

“Changing together means being able to provide self-management tools for our travelers so that, through our digital platforms, they can find countless facilities when planning and executing their trips. These tools not only serve as customer service channels, but also contain high-value information that will streamline any procedure and provide them with information quickly and safely, ”says Paula Ayala, Director of Customer Experience and On-Board Service.

What can be done with digital tools?
From consulting and changing flights, making purchases and reservations, personalizing the trip and buying special services and even acquiring travel assistance is now possible from a 100% virtual way. This is how customers can get the most out of Avianca's digital ecosystem:

• Purchase flow and reservation management *: on the avianca.com website, the renewed MyAvianca mobile application and the Facebook Messenger virtual assistant –Vianca-, all people who need to book, buy, manage their tickets, make changes or consult more information about your trips can be done with a few clicks and in the comfort of your computer or mobile device. You just have to follow three steps: 1) search for dates and destinations 2) customize your trip and choose the option that best suits your needs with the ideal rate XS- S - M -L - XL - XXL and 3) fill out the passenger information and make the purchase with the preferred means of payment.
   
• Additional services: passengers who decide to buy through the avianca.com channel have a preferential rate for additional services. They simply have to select the item they wish to purchase and that is not included in their rate. Among the services that the airline has today are PCR tests for international travelers, insurance and assistance, car rental, among others.
   
• 100% digital check-in: the best way to speed up times at the airport and avoid crowds in lines at airports is with online check-in, from the MyAvianca app or the website. Travelers only need to keep the boarding pass on their mobile device or print it at home. This process can be done from 24 to 2 hours before the flight. If you arrive at the airport without having done so, you can check in and print your boarding pass at the self-check-in kiosks.
   
• Bag tag printing  : the baggage tag can be printed from Avianca.com, before leaving for the airport, or also at the self-service points of airports such as El Dorado in Bogotá, without having to go to a counter.
   
• Baggage management: to leave hold luggage at El Dorado airport, the client must go to the luggage self-delivery modules and follow the instructions. Once the band has moved, you can proceed to the gate.
   
• 100% digital customer service: users can access 7x24 to the MyAvianca app, the website, the Vianca chat on Facebook or the WhatsApp chat. These channels contain all the information necessary to resolve doubts and are available to any passenger without having to go to the hotlines. Vianca is able to attend 76 processes and answer more than 3,800 questions. Currently more than 56% of contacts are attended by WhatsApp
   
• Consultation of vouchers and flexibility policies: on the website, customers will be able to check if the right to claim an Avianca voucher or another flexibility policy applies to them according to the purchase date and conditions of their ticket, one of the topics for the ones that receive the most inquiries in the call center.

With this digital ecosystem, passengers can be in control of their experience. Avianca will continue to bet on generating better processes in order to provide a faster experience that facilitates your day-to-day life.