1. IATA Induction for Agents On-line
IATA / FITAC
Bogota, April 9, 2015

2. IATA in Brief Global trade association for the world’s airlines
240 passenger and cargo carriers
84% of global air traffic
Meeting our members’ needs
The International Air Transport Association is a global trade association representing the world’s leading airlines
Our members include some 240 passenger and cargo airlines and represent 84% of all global air traffic
IATA works tirelessly to drive change within the industry and in the way the industry is regulated [Would it be better to focus on something more ‘back to basics’ here e.g. to get the message across that we basically exist by virtue of our members’ needs and therefore at our core we do whatever they need us to do? – And this is very much a question, not a request – am keen to hear your views]

3. History 1945 IATA is founded Today Versatile trade association
Standard setting work with ICAO
Traffic Conferences
Financial settlements
Today
Versatile trade association
Some foundation activities continue
Comprehensive focus on industry viability
In 1944, the world’s governments came together at the Chicago Conference to create a foundation for the then budding global aviation industry
They agreed to the Chicago Convention, which continues to govern the conduct of international civil aviation today
IATA was founded the next year with a focus on working with ICAO to setup international standards for aviation
In the early days, IATA played an important role in facilitating fare setting and in establishing settlement systems for interline networks
Today, IATA has evolved into a versatile trade association
We still handle settlements for much of the industry but have left the fare setting role behind in the age of deregulation in favor of promoting the industry’s value and advocating for a regulatory and operational environment that allows aviation to deliver this value through key projects and advocacy
Today, our mission is to represent, lead and serve the airline industry

4. Organizational Divisions
Global development, regional delivery HQ
Montreal/Geneva
Regions
Organizational Divisions
North Asia (Beijing)
ASPAC (Singapore)
AME (Amman)
Europe (Madrid)
Americas (Miami)
Member & External Relations (MER)
Financial & Distribution Services (FDS)
Airport, Passenger & Cargo Services (APCS)
Safety & Flight Operations (SFO)
Marketing & Commercial Services (MACS)
IATA as an organization can be found in every corner of the globe, with 63 offices in 60 countries
Headquartered in Montreal and Geneva, IATA’s 5 head office ‘divisions’ lead the development of its many global standards, industry positions, advocacy campaigns and commercial services
Member & External Relations and Marketing & Commercial Services should explain themselves
Financial & Distribution Services run, amongst many other things, our Settlement Services
APCS deal with everything from ‘chocks on to chocks off’ i.e. on the ground
And SFO deals with everything from ‘chocks off to chocks on’ i.e. in the air
As well as those on the screen we also, like all large organizations, have support functions e.g. Corporate Finance, Human Resources, Legal Services, Corporate Communications etc
Each division handles a key segment of the industry, such as Member & External Relations, Safety & Flight Operations, and Financial & Distribution Services
IATA is also organized in 5 regions with a hub office in each region
These hub offices and the country offices that report into them are the primary interface between IATA and its members and other external stakeholders
Given the close relationship between our regional/country offices and our members, our regional teams provide invaluable input in to the development of our global standards, industry positions, advocacy campaigns and commercial services
But their primary role is to ‘deliver’ all of these services and initiatives to our members and other stakeholders once they have been developed at the head office level
has 5 regional hubs, where these standards and policies are delivered at a local level in coordination with country offices

5. Vision
IATA’s vision is “to be the force for value creation and innovation driving a safe, secure and profitable air transport industry that sustainably connects and enriches our world”
Through our vision and missions statements, IATA upholds its core values every day:
To represent the industry before decision makers
To lead the industry through standard setting and industry partnerships
And to help our members operate safely, securely, efficiently, and economically

6. ISS Operations performance
in Miami Hub

7. MIA HUB Customer Service 2015
10, BSP Agents
1, CASS Agents
BSP Airlines
CASS Airlines
13, Subtotal
3, TIDS Agents
10, MSO/GSA Codes
1, CASS Assoc
20, IDCards
34, Total
Total 48,594 from 43 countries
ISS OPERATIONS
BSP
CASS 17
R&S Settlement Accts 69
Currency 26
Languages EN,SP, PT, FR
VOLUMES
Queries YTD ,289
Monthly Avg ,610
Calls per day
Customer touch points 720/day

8. Complaints Blue & Dissatisfaction Green
MIA HUB Indicators
Queries received
2014 Blue & 2015 Green
Complaints Blue & Dissatisfaction Green

9. Complaints Blue & Dissatisfaction Green
COLOMBIA Indicators
Queries received
2014 Blue & 2015 Green
Complaints Blue & Dissatisfaction Green

10. MIA HUB Case Areas
Current year

11. COLOMBIA Case Areas
Current year

12. (Instant Surveys – Numerical Scale 0-10)
MIA HUB Satisfaction 2015
(Instant Surveys – Numerical Scale 0-10)

13. COLOMBIA Satisfaction 2015 (Instant Surveys – Numerical Scale 0-10)

14. Customer Service KPIs – February 2015
MIA Hub
Customer Service KPIs – February 2015
INDICATORS
HUB
Queries Received
5,342
Queries closed within one business day
87.6%
First Time Resolution
96.9%
Backlog in days
0.33
Queries per 100 customers
1.97
Phone Calls Answered
98.2%
Instant Survey Satisfaction (0-10 scale)
80.8%
% of surveys responded
7.1%
(Surveys Responded / Surveys Sent)
(127/1,792)

15. Customer Service KPIs – February 2015
COLOMBIA
Customer Service KPIs – February 2015
INDICATORS
HUB
Queries Received
Queries closed within one business day
First Time Resolution
Backlog in days
Queries per 100 customers
Phone Calls Answered
Instant Survey Satisfaction (0-10 scale)
% of surveys responded
(Surveys Responded / Surveys Sent)

16. Customer Satisfaction - Areas to Improve
(from Instant Surveys & IPSOS)
SERVICE ISSUES
Communication and Quality of response
Ease to find information and documentation
Solutions provided by web FAQS
Clarity of explanations
Overall satisfaction with resolution issue
Time to resolve a query
Image of impersonal and regulatory versus facilitator
Web and electronic channels need to be more robust
ACTIONS TO IMPROVE
Name of representative in signatures to personalize service
Published phone contact information in BSPlink and CS Portal
Launched self-service portal to provide a user friendly experience
Hub cross functional working environment to minimize response time and increase quality of response

17. New Self-Service Customer Portal
Benefits
Basic and admin users managed by customers’ head office
FAQs about the portal sent to users during login registration
Interface personalized per user profile
Users can update their contact information
Offers case status, financial review information, etc.
Unique login and platform for all IATA FDS services (IFAP, cases, BSPlink, CASSlink, billing, etc.)

18. New On-line Induction for Agents
AMERICAS
New On-line Induction for Agents

19. Background: Hub Stabilization Plan

20. Stabilization Indicators
Related to service to Agents

21. Stabilization Indicators
Cases per hundred costumers per day – 2015 Goal = 1.80

22. Main drivers for queries? AFRs

23. Scope of IATA Induction On-line
Agent queries represent 88% of total Customer Service cases
Modules designed represent of most common queries

24. Modules Introduction!
English French Portuguese Spanish

25. In French!

26. In Portuguese!

27. In English!

28. In Spanish!

29. Gracias por su hospitalidad!
Preguntas?