The airline is adding a new call center and will enable direct communication via WhatsApp
SANTO DOMINGO. Arajet announced new measures to strengthen customer service, including the launch of a new call center and the activation of a direct communication channel via WhatsApp.
The information was provided by Víctor Pacheco, founder and CEO of Arajet, who explained that the airline has taken into account the concerns raised by its customers and is working on actions aimed at improving the travel experience.
Pacheco noted that the company is going through a growth phase, a scenario that may generate greater pressure on operations during periods of high demand.
However, he assured that in the last 30 days the airline has registered an improvement in its operation, after implementing the new call center and other initiatives aimed at strengthening the service.
The executive indicated that the company is monitoring situations reported by passengers in order to identify their causes and apply corrective measures.
Punctuality exceeds expectations
For his part, Manuel Luna, Chief Communication Officer of Arajet, highlighted the airline's punctuality performance during September.
He explained that the indicators recorded during that period exceeded the company's expectations, a situation which, in his opinion, has contributed to increasing passenger satisfaction and strengthening confidence in the airline.
“The most important differentiator we need to have is not simply the price, it’s the service,” Luna stated.
They are betting on a faster response
The executive explained that, in response to a complaint, Arajet seeks to determine the origin of the problem in order to take measures to correct it and prevent similar situations from happening again.
“Things can happen, but what can’t happen is that we do nothing,” he said.
Luna stated that this methodology is part of the company's efforts to maintain a process of continuous improvement in customer service.
WhatsApp will be a new contact channel
As part of the announced measures, Arajet will also incorporate a direct communication channel via WhatsApp.
The airline explained that passengers who purchased their tickets through its website and whose contact information is registered will receive a message directly from the company's WhatsApp.
Through this channel, users will be able to contact the airline and receive assistance without having to rely exclusively on the telephone service.
They seek to enhance the passenger experience
Pacheco explained that the new tool will allow for more direct communication with travelers and facilitate the management of their concerns.
These initiatives are part of the actions that Arajet says it is developing to support the growth of its operations with new customer service mechanisms.
Finally, by expanding its contact channels, the airline aims to offer additional alternatives to serve passengers and respond to situations that may arise during their travel experience.
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