9/8/2011
Plans on stream to upgrade the call centre facilities of low-fare carrier REDjet.
The Chairman and Chief Executive Officer of REDjet, Ian Burns, explained during a press conference on Tuesday, that they had underestimated the demand on the call centre when they began operation, but since starting to operate, together with the downtime they experienced at the end of the last month, they have had to re-evaluate the system.
“Our call centre has been overwhelmed by the response. People said that they could not get through to our call centre numbers and our call centre has been under much greater demand for business than we had anticipated.
“I think it is fair to say that we had anticipated load factors round about 55 per cent in July and August on our routes and the load factors to Guyana in July and August were 70, 85 per cent, that is a phenomenal amount of traffic,” he said.
He continued, “We started selling our tickets to Trinidad on July 18, effectively for service that commenced on August 8; in August we would have achieved a load factor of 69 per cent from a standing start; that is incredible in international aviation statistics, that that kind of volumes can go through, we clearly did not anticipate those kinds of volumes.”
With that in mind, he said that they have looked again at their capabilities and are in the process of upgrading – increasing the number of people who man the centre as well as increasing the number of lines that will be available.
“...We are working very hard to get those things right, but they just don’t happen overnight, because obviously the facilities where we are, we have to look at that.
“We have to look at the infrastructure in terms of additional lines and we obviously have to train people,” he added.
Meanwhile, the CEO said that in spite of the disruption in service at the end of August, REDjet remains the best performing airlines, with fewer cancelled flights, more on-time flights, less lost baggage and greater customer satisfaction.
He said that prior to the disruption in service, they recorded a 92.5 per cent on-time performance, the best in the region and that dropped to 83 per cent since the disruption, just short of the international mark of 85 per cent; while flight completion dropped from 100 per cent to 95 per cent over the same period.
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