Solidifying Multi-Channel Customer Support for a Major U.S. Airline
Logix BPO supported United Airlines passengers with multi-channel service, covering flight bookings, cancellations, and premium upgrades. The focus was on creating a smooth and supportive customer journey, especially during high-traffic travel seasons.
The Company
United Airlines, headquartered in Chicago, operates an extensive domestic and international route network across the U.S. and six continents. A founding member of the Star Alliance, it serves its eight hubs and offers regional service through United Express, connecting to destinations worldwide.
Logix’s Solution
To support United Airlines across multiple communication channels, Logix BPO, a trusted BPO company, delivered the following customer service solutions:
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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
With the services Logix BPO provided, United Airlines is able to meet its customers on their preferred communication channels and resolve their inquiries on time.
FRC 95%: Achieved high resolution rates across global support for bookings, loyalty, and insurance upsells
QA 97%: Delivered accurate service language lines
SLA 80%: Met service level benchmarks during peak volume
CSAT 94%: Positive feedback from customers with multi-leg, premium, or complex itineraries
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.
