airBaltic enhances digital CX with innovative self-service tool for seamless flight changes

The following article was published by Future Travel Experience

airBaltic has enhanced its digital services with a streamlined self-service tool within the Manage My Booking section of its website. This allows passengers to independently adjust their travel plans.

airBaltic has launched an enhancement to its digital services – a streamlined self-service tool within the Manage My Booking section of its website. The new function allows passengers to independently adjust their travel plans with ease and flexibility, as it aims to significantly enhance the overall customer experience.

Customers flying on airBaltic flights with ticket numbers starting with 657 can now modify their flight dates at any time without the need to contact customer support. The tool offers clear visibility of available flight options, fare differences, and applicable change fees, while instant payment processing is designed to ensure a smooth and seamless modification experience.

“At airBaltic, we are dedicated to continuously improving the customer experience by introducing innovative solutions that make travel more seamless and flexible,” said Laura Vecvanaga-Puķīte, SVP Ground Operations and Customer Care, airBaltic. “The launch of this new flight change service exemplifies our commitment to leveraging technology to enhance both service quality and operational efficiency. As our passenger numbers grow, this innovation not only supports our expanding operations but is also expected to generate more revenue. Today’s travellers value flexibility and control, especially when plans change unexpectedly. By automating flight changes and offering 24/7 digital support, we not only reduce operational pressure on our teams but also empower passengers to manage their journeys with ease – anytime, anywhere.”

By automating the flight change process, airBaltic expects to handle approximately 4,500 date change requests per month without the need for manual intervention – freeing up resources and reducing customer wait times.

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airBaltic enhances digital CX with innovative self-service tool for seamless flight changes