This is part two (part one here) of a talk I gave at the 2017 Travel Tech Con in San Francisco. I am very humbled to have had a chance to join the discussion alongside with some of the greatest industry leaders, such as Travelport, Amadeus, Skyscanner, JetBlue Ventures, Hipmunk and many more.
Now, I started out by saying that this wasn’t going to be a tribute to bad airline service, but maybe I lied a bit. I love it when airlines screw up. We built ClaimCompass as a platform to enable passengers to get some money when their flights are delayed, canceled or overbooked. We’ve had tens of thousands of passengers turn to us for help, and so far in 2017 alone, we’ve had claims for over $3M. Note that our clients are in a sense somebody else’s clients – they turn to us after an unpleasant experience with the airline, which most of the time won’t even talk to them. This has taught us a lot about the importance of customer service and what we can do with it.