#1 AHT and FCR Performance in End-to-End Airline Passenger Support

The Client

A leading U.S. airline operating passenger-facing services across the full flight lifecycle—from booking through baggage claim—serving high volumes of travelers through complex, time-sensitive customer interactions.

The Challenge

The airline needed to support every passenger touchpoint across preflight, in-flight, and post-flight journeys while maintaining consistent service quality during irregular operations and disruption events. This required managing surge volumes, multilingual passenger needs, and operational efficiency across multiple geographies and service channels.

The Strategy

Everise delivered a full-flight CX support model to manage passenger interactions across the entire journey, from booking through baggage claim. Support was provided across multiple service channels, with delivery teams operating in Guatemala, Bogotá, and the Philippines.

End-to-End Passenger Experience Support

Reservation & Loyalty Services

Booking management, cancellations, modifications, and sales
Mileage program inquiries
Refunds and compensation
Airline credit card partnerships

Disruption & Crisis Management

Surge support during irregular operations
Rebooking and rerouting during weather or operational delays
Guest relations
Social media support
Escalation handling
Global quality oversight

Baggage & Claims Support

Lost and delayed baggage cases
Damage claims
Reimbursement processing

Multilingual Contact Center Support

Bilingual and multilingual agents supporting global passengers across preferred communication channels

Innovation & Technology Enablement

EverAI™ suite of products
Post-call survey programs
Curriculum design, simulations, and continuous agent enablement

The Results

Everise delivered strong performance, scale, and workforce outcomes across airline operations. Everise sites achieved the highest rank among all contact centers for First Contact Resolution (FCR) and Average Handle Time (AHT) , with the highest number of resolved cases per hour, supporting a 450 percent expansion in Everise’s engagement with the client over three years.

By supporting the full flight plan from booking through baggage claim, Everise enabled consistent, high-quality passenger support across global operations. The engagement demonstrates how reliable execution and operational excellence can drive sustained growth and long-term client confidence.