Latam Colombia reveals three strategies to reduce claims

Latam has reduced the margin of frequent complaints such as refunds, cancellations and Flight delays, thanks to the implementation of three strategies that include technology for self-management, communication with the customer and the empowerment of airline employees to resolve the cases, as Latam Colombia revealed to REPORTUR.co.

In 2023, the airline reduced the volume of claims filed with the Superintendence of Industry and Commerce (SIC) by 44%, compared to 2022. Likewise, 71% of the claims and the claim rate per thousand were closed with agreement. passengers transported is 0.04.

“Although we are working hard to reduce the number of complaints as much as possible, this result could be achieved thanks to a joint investment strategy that includes improving the customer experience with technology that allows them to self-manage, transparent communication with initiatives that disseminate their rights and the empowerment of their collaborators to resolve problems in the first contact and without the need for complaints,” the airline explained to this newspaper.

In this sense, the company has been strengthening the #YoViajoInformado campaign, an initiative that seeks to transparently inform the rights and duties of passengers in the face of problematic or unknown situations throughout the entire process of their Trips.

On the other hand, it has strengthened its contact channels and digital self-management to empower its passengers throughout the Travel process. “Among them, we can mention Latam Wallet, the virtual wallet that makes customer compensation and returns simpler and faster, and the WhatsApp virtual channel with the virtual assistant capable of resolving the most frequent questions about the boarding process, luggage, accumulation of miles, to name just a few,” the airline communicated to REPORTUR.co.

As reported REPORTUR.co, Latam is seeking through technology to have more diligent service, a more diverse entertainment service and a more efficient operation that reduces check-in and even boarding times. In addition, it focuses on Artificial Intelligence (AI) to provide personalized attention to its customers, the airline indicated at the time. REPORTUR.co. (Latam focuses on AI to provide personalized attention to its customers).