Ukraine International Airlines (UIA) plans to start the usual mode of dialog with passengers in one month, UIA President Yevhen Dykhne has said in an interview with Interfax-Ukraine.
“I won’t tell you the exact number how many passenger requests have been handled right now. Since the termination of flights, we have about 27,000 requests pending response. And almost the same number arrived at UIA client communication platforms in the early days of this period,” he said.
According to Dykhne, the additional difficulty with handling passenger requests is that UIA is forced to quit the usual work through call centers under quarantine conditions.
“Most often, call centers are built on open space technology and work in them does not comply with quarantine conditions. Therefore, our own call center and the external call centers that serviced us were closed. We switched to e-mailing and messaging with passengers,” the president of UIA said.
A total of up to 150 people in the airline is involved in e-mailing and messaging with passengers. In one working day, this number ranges from 60 to 110, as such employees work remotely, while in the call center up to 600 employees of the airline worked simultaneously at the peak hours.
“Today, we handle up to 2,000 requests a day, but it’s still 90% less than it is being received. I think that we will need another month of work in order to get into the usual dialogue with passengers, not all-hands work, because mailing and messaging, of course, is a longer process than voice calls,” he said.
