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Airline
At HDB, we know the reality of the aviation sector: massive call flows, demanding travelers, real-time emergencies and the expectation of precision at every stage.
Our teams take care of your customer interactions, incoming calls, incoming calls, baggage assistance, baggage assistance, luggage assistance, rebookings, complaints, after-sales service; as a reliable, responsive and expert extension of your internal teams.
We help you absorb the peaks, reassure passengers, and guarantee a consistent quality of service across all time zones.
HDB Solutions is the team behind the scenes of travel professionals. Alongside brands that create unforgettable experiences, we ensure every interaction, every message, every request.
Together, let's transform waiting into welcome, service into memory, relationships into loyalty.
Nos services pour les
Airline
Relation client
In an environment marked by operational pressure, the management of irregularities (IROPS), the control of costs and the growing demand of passengers, customer relationships are a strategic lever for airlines.
At HDB Solutions, we support air transport players in optimizing their passenger interactions, with teams trained in the constraints of the sector and air service standards.
We Take Care of the Reservation management (issuance, modification, ancillary services, specific requests), with an approach focused on efficiency and reduction of processing times.
We also work on the Management of Delayed or Lost Baggage, with structured follow-up of cases, proactive communication and smooth coordination to limit dissatisfaction and protect the NPS.
Our teams manage refunds, compensations and complaints, in compliance with current regulations (in particular EU261), while controlling financial and reputational risks.
Finally, we ensure the Management of Requests Before and During the Trip : assistance in case of irregularities, rebooking, operational information, management of sensitive situations.
Objective: absorb peaks of activity, secure the passenger experience and transform each point of contact into a loyalty opportunity, while optimizing your operational costs.
Nos Services pour votre Relation client :
Expérience omnicanale
A flight generates a multitude of interactions: real-time status, pricing conditions, ancillary services, cabin baggage, online check-in, connection management.
At HDB Solutions, we orchestrate a Seamless and consistent omnichannel experience On all your digital channels: chat, messaging, social networks, email, voice. Our agents, trained in air transport codes and jargon, deliver quick, accurate answers that are in line with your service standards.
Objective: to guarantee continuity of information before departure, to support passengers during the journey and to secure the post-flight experience — while protecting your NPS and your brand image.
Nos Services pour votre Expérience omnicanale :
Conversion
In an economic model where profitability is no longer based solely on the ticket, Conversion and ancillary revenue Are major performance drivers for airlines.
At HDB Solutions, we optimize each touchpoint to maximize the yield per passenger. Human assistance in the reservation tunnel to reduce the drop-off, relaunch of booking cancellations, help with price choice to remove obstacles to purchase: we act directly on the conversion rate.
We are also activating strategies forTargeted Upsell : checked baggage, seat selection, boarding priority, boarding priority, boarding priority, lounge access, insurance, upgrades... offered at the right time during the trip via chat, voice or pre-departure campaigns.
Objective: increase revenue per passenger, secure conversion and fully integrate customer relationships into your revenue management strategy.
Nos Services pour votre Conversion :
Support
In a complex IT ecosystem: PSS, GDS, NDC, NDC, NDC, NDC, CRM, ancillary tools and payment platforms; the performance of an airline depends on the reliability and interconnection of its systems.
At HDB Solutions, we support airlines on Technical Support and Technological Integration. We ensure the operational support of your reservation and passenger management tools, the supervision of flows and the coordination between your various technological components.
We also work on theintegration and optimization of your solutions (CRM, chat, messaging, automation, AI), in order to guarantee data consistency, stability of interconnections and continuity of service.
Objective: a robust digital ecosystem, tools perfectly aligned with your operations and technology that truly serves operational efficiency and the passenger experience.
Nos Services pour votre Support :
Performance
In a sector where cost control, service quality and regulatory compliance must coexist at all times, operational management is becoming a key driver of balance and performance.
At HDB Solutions, we deploy devices for Custom Control : monitoring of KPIs (AHT, SLA, resolution rate, ancillary performance), analysis of contact flows and reasons, management of spikes related to IROPS, consolidated reporting for your Customer Care and Operations teams.
We also incorporate a consistent approach to Regulatory compliance : compliance with passenger obligations (EU261), data protection (RGPD), traceability of interactions and alignment with your internal procedures.
Objective: maintain control over your operations, reduce risks and transform the temporary relationship into a concrete indicator of overall performance.
Nos Services pour votre Support :
Availability
We Answer While You Manage Operations
Delays, re-routings, overbooking, ground operations or boarding: when your teams are on call, on the ground or concentrated on the tarmac, HDB ensures the continuity of service.
Our agents take over on the front-line on incoming requests: baggage information, delays, special requests, registration or modification.
We intervene in your tools (GDS, DCS, CRM) with perfect control of passenger flows and air jargon.
Extansion
We Answer While You Manage Operations
Delays, re-routings, overbooking, ground operations or boarding: when your teams are stopover, on the ground or concentrated on the tarmac,
HDB ensures continuity of service. Our agents take over on the front-line on incoming requests: baggage information, delays, special requests, registration or modification.
We intervene in your tools (GDS, DCS, CRM) with perfect control of passenger flows and air jargon.
Expertise
Advisors who talk about aviation
At HDB, your passengers don't come across a general call center.
Our teams are trained in the specificities of the aviation sector: flight statuses, IATA codes, zone crossings, passenger rights, fare options, rerouting conditions or upgrades.
Each request is treated with precision, in accordance with your schedules, your operating constraints, and your brand discourse.
Integration
Your tools, your processes, our know-how
Our teams integrate directly into your management systems: GDS, DCS, CRM, after-sales tools or auto-rebooking platforms. We operate in your technical environments and according to your operational protocols.
Whether you are a legacy carrier or a digitalized low-cost carrier, HDB adapts its approach to your challenges, and structures the activity with clear indicators: FCR, SLA, NPS, NPS, cost per interaction.
Interactions
Each exchange reinforces temporary trust.
A delayed flight, a missing suitcase, a change of door: in aviation, every minute counts.
HDB turns every interaction into an opportunity to maintain trust. Our agents trained in relationships in sensitive situations know how to reassure, explain, guide, and defuse tensions.
Fewer internal escalations, more satisfied passengers.
Workflow
Nous travaillons
avec vos outils.
Guest Inbox s’intègre directement avec les outils de commercialisation dédiés au secteur du tourisme pour garantir une expérience fluide et efficace.
Nos commerciaux, habitués à ces solutions,les utilisent au quotidien pour accompagner vos clients avec expertise et réactivité.
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