But as we grew, we knew we needed more,” Ashworth explained. This allowed us to beef up our rep rewards program, connect with customers and show rep rewards points and travel journeys across multiple teams at Southwest. We had a homegrown loyalty tracking system we’d used for almost 10 years and it served us well. “Previously, we didn’t have a ‘CRM’ solution. Southwest Airlines is already a longstanding Salesforce Sales Cloud client. This will see staff using the technology for all forms of service engagement, consolidating what was 15 systems into one. In November, the team began rolling out Service Cloud to several more employees, and expects to have the platform in all contact centres by the end of Q1, 2020. Today, the airline is seeing 30 per cent of such engagements occurring via chat. This allows mobile app customers to interact with contact centre staff using chat capability. Southwest debuted Service Cloud in early 2019 across three contact centre locations initially - Albuquerque, Chicago and Phoenix – using chat capability. Please email any such comments to address does not accept complaints about air service, only comments about the web complaint form process.“Ultimately, this turned out to be something that was better than just a tool for our people sitting in the customer service department,” Ashworth said. If you use the web complaint form above, we would welcome any comments that you may have about that process. Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden to: Aviation Consumer Protection Division, Office of the Secretary, W96-473, 1200 New Jersey Avenue, SE, Washington, D.C.
All responses to this collection of information are voluntary, and will be provided confidentiality to the extent allowed by the Freedom of Information Act (FOIA). Public reporting for this collection of information is estimated to be approximately 15 minutes per response, including the time for reviewing instructions, gathering the data needed, and completing and reviewing the collection of information. The OMB Control Number for this information collection is 2105-0568. Note - Please only hit Submit once as our system sometimes takes a few moments to process your complaint.Ī federal agency may not conduct or sponsor, and a person is not required to respond to, nor shall a person be subject to a penalty for failure to comply with a collection of information subject to the requirements of the Paperwork Reduction Act unless that collection of information displays a current valid OMB Control Number. If you have a concern about aviation security (passenger screening, the “no-fly” list, the baggage screening process, and related issues), please visit the Transportation Security Administration’s (TSA) website to report a security-related issue.If you have a concern about airline safety (airline and airplane safety, emergency exit seating, low-flying aircraft, pilot licensing and related issues), please visit the Federal Aviation Administration's (FAA) website to report a safety-related issue.Please note that aviation safety and security complaints are not handled by DOT’s Office of Aviation Consumer Protection.
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