bmi Case Study
Airline customer service
What do we do?
bmi outsources the customer service elements of its long haul,
regional and mainline operations to Ventura. This includes
the handling of all customer contacts regarding flights,
reservations, tickets, baggage and technical
support.
bmi has been a client of Ventura for six years.
What services do we provide?
Ventura provides bmi with multi-lingual contact centre services from both on and offshore locations, including:
Customer Management
- General customer enquiries
- Information about fares
- Reservations and flight changes
- Travel trade support
- Group bookings
- Baggage handling - complaint management
- Organising a global chauffer drive service for business class customers
- Internal helpdesk (for bmi and Ventura employees and third parties)
- Internet support for customers using the bmi website
- Customer satisfaction surveys
We're also proud to provide services for bmi's frequent flyers, members of their Diamond Club. These customers are bmi's most loyal customers and so benefit from a personalised, superior service. This involves liaising with the Star Alliance network to make flight bookings and managing the complex process of air mile redemption bookings.
We provide these services in English, Spanish, French, Flemmish and Dutch, and handle 200,000 contacts per month.
Document Management
Along with the print and dispatch of tickets we also deal with all customer emails, correspondence and paperwork relating to:
- the booking of hotels and taxis for delayed passengers
- schedule changes
- denied credit card payments
- fraud checks
- deportees
- prisoners
- defra
- medical requests
- special requests relating to passengers in wheelchairs and unaccompanied minors
What are the benefits?
Since joining Ventura as a client, Ventura has delivered a number of benefits and improvements for bmi:
- Service quality - bmi ranked amongst the top airlines for customer service quality by the independent travel quality assessment, BPA
- Cost savings - reduction in costs by over a third
- Revenue generation - 22% increase in revenue generated on group bookings
- Increased sales - 61% increase in the volume of ticket sales
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