5 Questions with Bryan Porter, Chief Sales Officer, AirHelp

Could you briefly introduce AirHelp to our audience?

We’re the world’s leader in flight compensation and we’ve helped over 3 million passengers get compensation. At our core we’re a tech company using cutting-edge technology to turn travel disruptions into a positive experience for passengers.we’re a tech company using cutting-edge technology to turn travel disruptions into a positive experience for passengers.

We have a team of 400 AirHelpers across Europe and Brazil, and a network of legal partners in 35 countries, which helps us understand the nuances of different markets. All of this is reflected in the more than 178,000 five-star reviews we’ve received so far on Trustpilot.

AirHelp has been around since 2013 offering help to passengers with flight disruptions. How has your business model evolved since then and where do you see the company going?

We’ve really evolved since then. And a significant part of that change is in how we collaborate with the major travel and insurance brands. We’re integrating our services

We’ve also significantly expanded our offerings beyond just compensation claims. Now we’re providing full disruption management, 24/7 support, and unique insurance protection, among other services.

Ultimately, our goal is to be there for passengers before, during, and after their flights. In that direction, our app is becoming a must-have travel tool that opens up new opportunities for our partners to offer support to their customers anytime, anywhere. We’re moving from being a post-disruption service to a pre-flight peace-of-mind provider.

When flights are delayed or cancelled, passengers’ trust in brands becomes fragile. What can travel companies do to strengthen customer loyalty during these challenging situations?

You’re right, a flight disruption is a critical moment for a brand’s reputation. Our research has shown that 63% of passengers aren’t even provided with basic care like food and drinks when their flights are disrupted. This lack of support has led customers to rate airlines’ disruption management process with an average of just 3 out of 10.

The key to strengthening loyalty in this scenario is getting ahead of the problem. We’ve found that by proactively supporting customers during a disruption, brands can increase satisfaction by more than 60%.

Instead of making customers wait in long lines or search for information, companies can be the first to reach out with a solution. It could be a notification about their rights or a link to claim compensation, for example. That kind of proactive care is what shows customers you’re on their side and helps build loyalty, and it’s exactly how we at AirHelp support our partners.

Dealing with disruptions can be frustrating to passengers and costly for travel providers. How does AirHelp help partners reduce friction and improve efficiency?

That’s a fantastic question. Just in 2022 alone, European airlines and passengers each lost between €8 and €10 billion due to disruptions. It’s a massive financial and operational burden. We offer a win-win solution by providing services that are seamlessly embedded into our partners’ products at no extra cost to them. Our partners save money on customer service for issues related to flight disruptions, some of the most complex and time-consuming cases, because we handle them. And they can even leverage ancillary revenue by earning commission on add-ons, without adding any processing cost on their side.

Customers win too. We work on a ‘no win, no fee’ basis, so there’s zero risk for them. At the same time, they feel fully supported when something goes wrong, and get hassle-free money directly in their bank account.

Where is the traveller experience heading? And what opportunities do you see for travel and insurance companies in this future?

It’s at a pivotal moment. With air traffic projected to continue growing, it’s a simple fact that disruptions are likely to increase. In these moments of frustration, passengers don’t really care who’s “at fault” for the disruption. Customers just want a quick resolution. They want to feel like the company they booked with cares about them.

We see this as a strong opportunity for co-branded solutions with travel insurers, assistance companies, and brokers. It creates new possibilities for innovative insurance products that protect customers against a wider range of travel troubles.

There’s also the need to ease the burden of travellers having to make multiple complex claims. Together we can offer an integrated, fast, and uncomplicated process within the customer journey. And this shift towards integrated services allows for personalised services that meet a customer’s specific needs and behaviour.

For us, the future of the travel experience is about being there for the customer and turning a moment of chaos into a moment of care. 

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