Industries · Travel & hospitality
Disruption is when your customers need you most and your queue is longest. Roux rebooks in the same conversation the bad news arrives in, and raises the compensation the customer didn't know to ask for.
Illustrative conversation, not a recording
Customer
Our flight to Lisbon on Friday was just cancelled. There are four of us travelling together.Roux
I can see the cancellation: MD214, Friday 18:05. There are seats for all four of you on Friday 21:30 or Saturday 09:40. Which works better?Customer
Friday 21:30.Roux
Done. All four passengers are rebooked on MD218, Friday 21:30, seats together. Boarding passes are in your email.Roux
One more thing: this cancellation qualifies for compensation under EU261. I've opened the claim for all four of you, nothing to fill in.Customer
Oh, thank you. I wouldn't have asked.Cancellations, misconnections, schedule changes: options offered from live availability, booked before the goodbye.
Whole party at onceEligibility checked against the rules that actually apply: EU261 and your own goodwill policy, and the claim opened proactively.
Raised, not requestedLate check-out, room moves, date changes, no-show calls. The small requests that fill a front desk's evening, answered instantly.
Day and nightWhen a flight cancels, three hundred people call at once. Every one of them gets answered immediately, and the twenty complex cases reach your team with context.
If the customer is owed something, Roux says so. Trust built in the worst moment is the kind that books the next trip with you.
A callback promised at midnight is tracked by the watchdog until a person has actually made it, whoever is on shift by then.