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Aviation Customer Experience Solutions

Enhance passenger satisfaction, streamline airline operations, and maximize ancillary revenue with our specialized aviation support services
  • Indutries We Serve

Aviation

Revenue Fuels the Future of Aviation

Mas Callnet delivers end-to-end customer experience solutions for the aviation industry, combining people, process, and AI technology to enhance every passenger touchpoint.
Powered by CallMaster™, our AI conversation intelligence platform, we empower airlines and aviation partners to provide real-time assistance, predictive communication, and personalized engagement — ensuring smoother journeys and stronger customer relationships.

  • Industry Challenges

Addressing Aviation Industry Challenges

24/7 Global Operations

Managing customer service across multiple time zones and passenger segments.

Flight Disruption Management

Coordinating rebookings, cancellations, and delay notifications efficiently.

Premium Passenger Expectations

Meeting high service standards for frequent flyers and premium travelers.

Multi-channel Communication

Delivering consistent, multilingual support across voice, chat, email, and social media.

Revenue Optimization

Leveraging every customer interaction to drive ancillary sales and loyalty engagement.

  • Our Solutions

Comprehensive Aviation Solutions

Passenger Service Excellence

  • Reservation Support: Booking, modifications, and cancellations across multiple GDS platforms.
  • Flight Information: Real-time updates on schedules, gate changes, and disruptions.
  • Special Services: Medical assistance, meal preferences, and accessibility coordination.
  • Ancillary Services: Upselling seat upgrades, extra baggage, in-flight add-ons, and lounge access.

CallMaster™ Advantage:

  • AI Voice Bots handle basic flight inquiries, cancellations, and FAQs 24/7.
  • Sentiment Analysis identifies frustrated passengers early for proactive intervention.
  • Smart Nudges assist live agents in upselling ancillary services based on passenger profile and tone.
  • Predictive Alerts flag potential escalation cases to maintain service quality and reputation.

Loyalty & Premium Services

  • Frequent Flyer Support: Mileage redemption, tier status updates, and loyalty benefits.
  • Premium Passenger Care: Dedicated lines for business and first-class travelers.
  • Special Assistance: Unaccompanied minor tracking, medical escorts, and priority check-ins.
  • Upsell Programs: Promote loyalty upgrades, co-branded credit cards, and travel partnerships.

CallMaster™ Advantage:

  • AI-driven profiling identifies high-value customers and recommends personalized loyalty offers.
  • Conversation tagging classifies VIP interactions for follow-up and retention campaigns.
  • Real-time analytics reveal satisfaction trends among frequent travelers.

Airport & Operations Support

  • Airport Coordination: Check-in counter, boarding gate, and ground handling assistance.
  • Baggage Services: Lost baggage tracing, delayed luggage communication, and claims coordination.
  • Cargo Support: Freight booking, documentation, and delivery status updates.
  • Disruption Handling: Proactive communication for cancellations, delays, and rebookings.

CallMaster™ Advantage:

  • Predictive Alerts: Early detection of passenger volume surges and service gaps.
  • AI Automation: Auto-disposes and categorizes calls to streamline ground operations.
  • Escalation Prevention: Detects rising frustration in passenger tone during disruptions.
  • Aviation Technology

Technology-Enabled Aviation Solutions

Reservation Systems

Integration with major Global Distribution Systems (GDS) for seamless booking management.

Analytics & Reporting

Tracks CSAT, NPS, sentiment, and ancillary conversion rates with real-time dashboards.

Mobile Integration

Supports airline apps, digital check-ins, and virtual boarding assistance.

AI-Powered Assistance

CallMaster™ automates repetitive inquiries, provides real-time coaching, and enables proactive notifications for delays or changes.

  • Key Benefits

Aviation Service Benefits

Passenger Satisfaction

Deliver prompt, personalized, and proactive customer service across all channels.

Operational Efficiency

Reduce handling time and optimize resource allocation using AI automation.

Revenue Protection & Growth

Increase ancillary sales (seat upgrades, baggage, insurance, add-ons) through contextual recommendations.

Crisis Management

Predict and prevent service escalations during delays or disruptions.

CallMaster™ Value Add:

Converts every passenger interaction into a revenue or retention opportunity.

Uses real-time data to suggest the next best offer or resolution.

Provides 100% call audits, ensuring script adherence and compliance.

Enables predictive forecasting for staffing and call volumes.

  • Aviation Expertise

Aviation Industry Knowledge

Airline Types Supported:

  • Full-Service Carriers
  • Low-Cost Airlines
  • Regional Airlines
  • Cargo Operations

Systems Knowledge:

  • Global Distribution Systems (GDS)
  • Passenger Service Systems (PSS)
  • Airport Operations Systems

CallMaster™ Strengths:

Integrates seamlessly with reservation and PSS platforms.

Detects sentiment across languages for culturally adaptive service.

Identifies upsell and cross-sell triggers in passenger conversations.

  • Crisis Management

Disruption & Crisis Management

Weather Disruptions

Proactive notifications, rebooking support, and customer reassurance messaging.

Technical Disruptions

Coordination for aircraft changes and passenger reallocation.

Security Incidents

Emergency support, travel advisories, and immediate escalation handling.

CallMaster™ Assistance:

Predicts high-volume spikes during disruption events.

AI-driven communication templates ensure speed and accuracy under pressure.

Sentiment tracking ensures brand reputation is protected even during crises.

  • Multilingual Support

Global Support Capabilities

Language Services

24/7 multilingual support covering major global and regional languages.

Global Coverage

Follow-the-sun support model to assist passengers in all time zones.

CallMaster™ Capability:

AI detects regional dialects and adjusts tone for culturally appropriate communication.

Enhances translation consistency and sentiment recognition across languages.

  • Quality & Assurance

Quality & Standards

  • Service Excellence: Rigorous quality audits with AI auto-scoring and call sampling.
  • Safety & Security: Adherence to aviation protocols and data protection standards.
  • Training & Development: Ongoing aviation process training and CallMaster™-assisted coaching for agents.

AI Quality Intelligence:

  • Identifies training gaps automatically.
  • Monitors compliance and tone during live calls.
  • Delivers continuous feedback for improvement.

Key benefits

Aviation industry expertise

Comprehensive passenger and operational support

AI-powered service automation through CallMaster™

Proven results in customer satisfaction and ancillary revenue growth

Ready to Redefine What’s Possible? Let’s Get Started.

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