Fareportal | December 02, 2021
The popularity of chat platforms has transformed the customer relationship management landscape. Chat platforms are now ubiquitous and have made their way into the fabric of everyday life. The demand for chat-based communications tools to support customers has grown, and that trend skyrocketed exponentially during the pandemic – a time when travel companies struggled to address the sharp rise in customer support requests.
In response, Fareportal, the travel tech company powering online travel agencies CheapOair and One Travel, went to work to enhance its existing chatbot service. The chatbot uses natural language understanding to mimic human conversation and is available 24/7. Customers can engage with the chatbot to search for flights, request help with their existing booking, and make changes to – or even cancel – their existing bookings quickly and easily. The chatbot can resolve most inquiries and when needed, complex cases that require human intervention are routed to the company's live agents.
"The number of travelers needing our assistance keeps growing, so we've fast tracked many innovations for CheapOair and OneTravel. Our commitment to customer service is unwavering, and we are very pleased to offer our customers an easy to use and efficient chatbot solution."
-Werner Kunz-Cho, CEO of Fareportal
Due to the success of the chatbot's end-to-end solution that helps customers through the lifespan of their travel plans, the tool handles 7,000 chats daily, a 12-fold increase from January 2021, with a 55% containment rate for chats resolved by the bot and a 95% success rate in customers' intent identification. Further enhancements will be rolled out in the future as the demand for chatbot-based service grows and customer needs evolve.
CheapOair is an online travel agency that specializes in providing cheap flights and great last-minute flight deals for travelers worldwide. Consumers can book online, on mobile apps for iOS and Android, by phone or live chat. Part of Fareportal's family of travel brands, CheapOair bridges the gap between an online travel agency and a traditional agency with travel agents available worldwide to help find great deals on flights to global destinations on over 600 airlines, a million hotels, and 100s of car rental companies. Follow CheapOair on Facebook, Twitter, and Instagram for travel inspiration and helpful travel tips.
Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built strong industry partnerships providing customers access to over 600 airlines, a million hotels, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and One Travel, Fareportal enables consumers to book online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international and domestic flight, hotel and other travel and add-on ancillaries.
Airbnb | February 25, 2021
Since going public, most of the news out of Airbnb has been around policy. Today, the organization has an announcement that is about the product.
As the pandemic evolves the way we do everything, and we collectively realize that quite a bit of that new behavior will be permanent, tech companies are looking to evolve alongside us.
Airbnb is today introducing Flexible Search, which will allow users to forgo putting in exact dates when they look to book lodging on the platform. Instead, users can search for a weekend getaway, week-long vacation, month-long vacation or months-long vacation without setting specific dates.
Not only does this give guests more options to browse, but it should also increase exposure for hosts.
“It’s no surprise COVID-19 continues to change the way we travel, and in addition to redesigning our platform last year to make nearby and longer-term stays easier to find and book, our new Flexible Dates feature aligns with a broader shift in how people will travel in the future. The traditional travel industry was built around fixed destinations with fixed dates in mind, but that model no longer meets the needs of today’s travelers.”
DESTINATION AND TOURISM
App in the Air | April 21, 2022
App in the Air is joining the Global Sustainable Tourism Council (GSTC) and furthering its commitment to helping travelers achieve carbon neutrality.
The Global Sustainable Tourism Council, established to establish and manage global sustainability standards known as the GSTC Criteria, has brought consistency to the travel industry through four key sustainability pillars: sustainable management, socioeconomic impacts, cultural impacts, and environmental impacts.
As a GSTC member, App in the Air will participate in critical decision-making processes regarding the future of sustainable tourism, gain access to essential education and training opportunities that will assist the team in achieving their ambitious carbon neutrality goals and enhancing their own sustainability initiatives, all of which align with the app's and Founder's values.
For the worldwide community of App in the Air, the relationship with GSTC provides more openness about hotel sustainability policies and access to the world's largest database of sustainability-certified hotels. In addition, the search criteria, which are presently being developed and will be released later this year, will make it easier for app users to find sustainable and responsible lodging alternatives and enable regular travelers to monitor further and decrease their travel carbon footprint.
"We welcome App in the Air as a Member of the Global Sustainable Tourism Council, with their plan to utilize the GSTC framework to allow frequent fliers to identify sustainable accommodation options easily through the app. Such action not only helps travelers make more conscious purchasing decisions but also provide a market-based benefit to those sustainable accommodations that gained certification."
-Roi Ariel, General Manager of the GSTC