Opodo travel news
New automated system for Dublin customers
2 Oct 2007
An automated flight information system is to be used by Dublin airport in order to reduce call waiting times and improve helpdesk efficiency.
The facility will be incorporated into the airport's existing call centre and will manage simple enquiries such as flight arrivals and departures.
Customer service personnel will therefore be more available to those customers who have more complex enquiries.
Declan McCarthy, head of passenger operations at Dublin, said that the new system was introduced to cope with the high demand for information at peak times, which sometimes led to the call centre being 'swamped with calls'.
He added: 'What was needed was a two-tier solution whereby callers who needed simple flight information such as arrivals and departures could be answered automatically, freeing up our agents for more complex enquires.'
Construction has recently commenced on a second terminal at Dublin airport. When this is complete, the automatic information facility will be expanded to cope with increased demand.
The Dublin hub is Ireland's largest airport, handling over 60,000 passengers and 600 aircraft movements a day.
Opodo searches thousands of flights from over 500 airlines to find the best flight deals for travellers. Find flights.
© Adfero Ltd
The facility will be incorporated into the airport's existing call centre and will manage simple enquiries such as flight arrivals and departures.
Customer service personnel will therefore be more available to those customers who have more complex enquiries.
Declan McCarthy, head of passenger operations at Dublin, said that the new system was introduced to cope with the high demand for information at peak times, which sometimes led to the call centre being 'swamped with calls'.
He added: 'What was needed was a two-tier solution whereby callers who needed simple flight information such as arrivals and departures could be answered automatically, freeing up our agents for more complex enquires.'
Construction has recently commenced on a second terminal at Dublin airport. When this is complete, the automatic information facility will be expanded to cope with increased demand.
The Dublin hub is Ireland's largest airport, handling over 60,000 passengers and 600 aircraft movements a day.
Opodo searches thousands of flights from over 500 airlines to find the best flight deals for travellers. Find flights.
© Adfero Ltd
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