How US Airways Resolves Email Issues Quickly to Get Travellers on Their Way

Matthew Carroll
Jan. 7, 2014 by Matthew Carroll

Tis the season to be traveling. And with the crowds, the ever-more inconvenient gate security and the cold winter weather that’s swept much of the country over the past week, airplane flights can be be more of a hassle than ever. But one smart airline is embracing advanced digital messaging to help make its customer experiences as seamless as they can be.

US Airways teamed up with Message Systems to streamline their email ticketing processing and delivery. With the Message Systems Momentum platform, the need to worry whether emails would be delivered or get lost by recipients has disappeared.

A key customer service capability for US Airways is ticketing via email. But with more people using multiple devices and multiple email accounts, missing or lost email tickets and receipts can be a real problem. For business travellers, having access to receipts for billing expenses is important also. With most email server applications, locating and retrieving sent messages is a time-consuming process requiring administrators to sift through log files. Not so with Message Systems.

US Airways uses Momentum with Message Scope, a search feature that enables the airline’s customer service reps to quickly search through even the largest log files. As such, they can find and resend email ticket receipts within a few seconds, and send travellers on their way fast. Ed Weber, IT Director at US Airways recently said,

When someone calls and says The receipt for my flight purchase didn’t make it to my inbox,’ we now know exactly what we sent them, and can resolve things automatically. That’s the ability we get with Message Scope.

Check out our case study, and learn more about how Momentum and Message Scope are helping US Airways provide great customer service to busy travellers.

Or hear from Ed Weber, IT Director at US Airways, on how Momentum helped US Airways improve customer relations.

Email receipts and tickets are all examples of transactional email. Learn how to upsell and develop revenue opportunities with the Transactional Messaging Best Practices 101 eBook!

Transactional Messaging Best Practices

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