The development of codeshare flights is blurring the lines...<\/h2>\n
J. G. - <\/strong>The regulations are very clear on this point, and take into account the nationality of the flight operator. There are other subtleties to take into account. In addition to distance and eligibility, the question of the airline's liability is also decisive. For example, a carrier cannot be responsible for the snow-related problems that disrupt an airport like New York JFK every winter. This is logical.<\/p>\n J. G. -\u00a0<\/strong>It is considered that a strike planned in due form, with advance notice, must be managed by the company, which is therefore supposed to have taken the appropriate measures to alleviate these difficulties. However, in the case of an air traffic control strike, the company is not responsible.<\/p>\n J. G. - <\/strong>I think it's a bit of both. Overall, travellers are unaware of these regulations <\/strong>and don't make the claim, or don't make it properly. The financial stakes can also be high for airlines, given the number of passengers carried and the number of situations that can be compensated. It all depends on the airport, the region and the airline, but it is estimated that 2% of flights per day fall within the scope of these regulations. The subject is therefore important. There are several ways of dealing with the problem: the airlines may see it as a problematic cost, or they may see it as an issue that needs to be resolved. an opportunity to build customer loyalty<\/strong>. In fact, some companies are changing their behaviour. Given the importance of customer service today, a company can no longer afford to let claims go unanswered for 6 months or more...<\/p>\n J. G. -\u00a0<\/strong>We settle more than 50% of claims in less than three months, and 80% in less than six months.<\/p>\n J. G. -\u00a0<\/strong>We also have a role to play with the carriers, and we need to show them that it's in their interest. Competition is tough in the airline industry: it's hard to win a customer, and just as hard to keep one. Furthermore, in the case of a non-eligible flight, it is much easier for us to explain to the passenger why the regulations do not entitle them to compensation. We have a position as a trusted third party<\/strong> The passenger can rest assured that we will do everything in our power to obtain the compensation to which he or she is entitled as quickly as possible, because our The business model is based on a success fee equivalent to 25% <\/strong>of the compensation received. And we take the stress out of customer relations <\/strong>between the carrier and the passenger<\/p>\n J. G. -\u00a0<\/strong>We don't have precise figures, but it's estimated that two-thirds of trips in Europe are for leisure purposes, and one-third are for business purposes. I imagine that the breakdown of our customers is in line with this.<\/p>\n J. G. -\u00a0<\/strong>The regulations cover the passenger, the payer is not involved at all in this case<\/strong>. There are several opposing views: Travel Managers may consider that it would be more logical for the company, which pays for the ticket, to be compensated. The other view is that the loss is suffered by the traveller who is stranded. Often, the business traveller manages to make up for the delay, especially as people are increasingly able to work while on the move.<\/p>\n J. G. -\u00a0<\/strong>In the mind of the legislator, the loss suffered is linked to the delay in arrival, which is independent of the price of the ticket. Insofar as it was virtually impossible to estimate the amount of loss suffered on a case-by-case basis, a flat-rate scale had to be defined. Over and above the desire to accurately assess this loss, it is also a question ofan incentive-based approach<\/strong> to push them to take all the necessary measures to live up to their customer promise. In the end, it's quite healthy.<\/p>\n J. G. -\u00a0<\/strong>No, it would be wrong to say so. But the companies are questioning themselves, studying their organisation to better meet their commitments.<\/p>\n (DR)<\/em><\/p>\n J. G. -\u00a0<\/strong>Air Indemnit\u00e9's historical activity consisted of serving the general public by managing the entire claims process on behalf of the traveller, once they had filed their claim online. But we gradually realised that some travel professionals were interested in what we had to offer. Several agencies have contacted us<\/strong>This was because they didn't necessarily have the time to deal with these procedures for their travellers, or because they lacked certain regulatory knowledge based on changes in case law. This is not really part of their core business, but they need to build customer loyalty in a highly competitive market. We have therefore worked on a new offering, building databases that enable us to track all the flights operated around the world every day, and identify delays and cancellations. We have also built an algorithm to determine with a high degree of reliability which flights are eligible for compensation.<\/p>\n J. G. -\u00a0<\/strong>We offer travel agencies partnerships to identify which of the flights they have sold are potentially eligible for compensation. We can then contact the travellers concerned directly, and offer them a semi-automated handling of their complaints<\/strong>. Once they arrive at their destination, passengers receive an email from their travel agent explaining that their flight delay or cancellation gives rise to compensation. By clicking on a simple button, they can then access a fully pre-filled claims file<\/strong>The travel agent can then make the booking, as we will have already retrieved all the information relating to the flight concerned. This saves time for the traveller and enables the travel agency to add value to its support, to make the most of the time spent on the trip, and to make the most of the time spent with the traveller.be proactive towards travellers<\/strong>. Travel agencies don't really have precise information on how the trip is going if the customer doesn't come back to them, and the information is not structured. In a world where travel agencies are probably going to be looking to reposition themselves, there is a real demand from the market on this subject. We are in the right place at the right time<\/strong>with a very rewarding service. Several agencies are already interested and starting to integrate our offer.<\/p>\n J. G. -\u00a0<\/strong>The success fee is 30%, mainly because the service is not the same. All the work has been done upstream, the file is pre-filled and the information comes directly to the customer. Everything is done for the business traveller.<\/p>\nWhat happens in the event of a strike?<\/h2>\n
The very existence of companies like yours points to a problem: either the regulations are too unfamiliar to the general public, or the procedure for compelling the company to comply is too complex...<\/h2>\n
What is the average time taken by your departments to process a case?<\/h2>\n
What is your relationship with the companies?<\/h2>\n
What proportion of your customers are business travellers?<\/h2>\n
Wouldn't it be more logical, in the case of a business trip, to pay the compensation to the company that is paying and may suffer financial loss in the event of a missed contract, for example?<\/h2>\n
Why not introduce an allowance proportional to the price of the ticket?<\/h2>\n
Delays and cancellations have therefore fallen since these regulations came into force...?<\/h2>\n
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<\/p>\nWhat new services has Air Indemnit\u00e9 developed?<\/h2>\n
In practical terms, how will your service fit in with that of the agency?<\/h2>\n
How does your remuneration model evolve in these cases?<\/h2>\n
<\/a>\n\t\t\t<\/div><\/figure>\n\t\t<\/div>","protected":false},"excerpt":{"rendered":"