Exemplary Customer Service for UAE’s National Airline
Logix BPO provided technical support and travel assistance for Etihad customers, helping to create a world-class experience from the moment of booking to check-in. The service emphasized speed, accuracy, and hospitality.
The Company
Etihad Airways, based in Abu Dhabi, is the national airline of the UAE and the second-largest airline in the country after Emirates. Operating over 1,000 weekly flights to more than 120 destinations, it has a fleet of 97 aircraft and also offers services through Etihad Holidays and Etihad Cargo.
Logix’s Solution
To help Etihad Airways improve its customer experience efficiently, Logix BPO, a trusted BPO company, provided the following services:
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Multi-Channel Customer Service
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Technical Support
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Escalation
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Loyalty
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Sales
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Language Lines: English, Arabic, Indian, Filipino, Japanese, and Korean
Results Achieved
Etihad Airways saw a significant increase in customers who were highly satisfied with its service, from booking to check-in.
Provided warm, multilingual support with 95% CSAT across flight and holiday bookings
Resolved inquiries with 94% FCR
Handled disruptions and complaints proactively, achieving a QA of 97%
Maintained SLA at 84%, ensuring responsive assistance across channels
Start Your Success Story with Logix BPO
Logix BPO delivers nothing less than excellent outsourcing solutions. Our teams have a proven track record of providing high-quality services across various verticals.
