Listening to feedback
When we asked travellers what frustrated them most about contacting an airline, the answers were consistent: long waits, being passed between teams, and having to explain the same problem twice. We have used that feedback to rethink how our customer service works.
The changes are not dramatic on their own, but together they should make getting help faster and less stressful.
We have also invested in training, so the person you speak to can resolve more types of request without transferring you elsewhere. Our aim is that most conversations end with the problem solved, not with a promise to call back. Where a case does need a specialist team, we will tell you what happens next and roughly how long it should take.
Live chat, any time
Live chat in the AeroVista app is now available 24 hours a day, seven days a week. That means help is there for the late-night booking question, the early-morning delay and everything in between.
When you start a chat from within a booking, our team can see the relevant details straight away. You do not need to read out your booking reference or describe your flight.
Phone service every day
Our phone service is open daily from 07:00 to 22:00 CET, including weekends. Some conversations are simply easier by voice, particularly when several passengers or complex changes are involved.
If you are calling about a booking, having your reference ready helps us find it quickly.
Doing it yourself
Many requests do not need an agent at all. In Manage Booking you can rebook, add bags and sports equipment, choose seats, upgrade your fare, request special assistance and download invoices. These are the most common reasons people used to contact us, and handling them yourself is often quicker.
We will keep improving these tools based on what you tell us, and we will keep the human options open for when you need them.
Good to know
- Start a chat from within your booking in the app so our team sees your details.
- Use Manage Booking for bags, seats and invoices; it is available around the clock.
- Phone lines tend to be quieter in the early morning and late evening.