This strategic expansion aligns with its vision to extend its expertise and provide unparalleled support to the aviation industry.
Now, just over a year old, this unit joins the existing global RBC network, which includes centres in Porto and Bangkok, supporting the Lufthansa Group. The RBC initiative aims to alleviate the administrative and technical burdens from frontline staff at check-in, allowing them to focus on enhancing the passenger experience during irregular operations.
Operating 24/7, the RBC team offers a comprehensive range of support services, including booking and payment for ancillary services such as extra baggage, unaccompanied minors, animals and sports equipment as well as upgrades. Charges are calculated based on route, ticket type, and class of travel, ensuring accuracy and efficiency.
The team, which has grown into 40 agents, also provides crucial support during flight disruptions, managing rebookings and other passenger needs efficiently as well as 24/7 support for over 300 Lufthansa Group stations and check-in agents, and assists in the automatic rebooking of passengers affected by cancellations, ensuring minimal disruption to travel plans.
Yolanda Haynes, GLC’s Business Relationship Manager, said: "The establishment of the RBC in Cape Town has significantly enhanced GLC's ability to support its clients. The RBC team is instrumental in managing irregular operations, such as weather disruptions or strikes. By handling administrative tasks remotely and providing timely assistance during disruptions, the RBC helps airlines maintain high levels of customer satisfaction. This service not only streamlines operations but also ensures that passengers receive the support they need promptly and efficiently.
"Additionally, our remote business centre supports station staff and plays a crucial role in ensuring customer satisfaction. By freeing up frontline staff to focus on enhancing the passenger experience, this approach is especially beneficial during peak times, such as flight cancellations, where junior agents manage ancillary tasks and senior agents handle voluntary and involuntary rebookings in addition.
"Our objective is to support and assist with queries in an efficient manner, in the shortest amount of time. By efficiently handling issues at the check-in counter, such as overweight or extra baggage, the RBC streamlines the process for the airline and enhances customer satisfaction.
"The establishment of the RBC team marks a significant milestone in GLC's journey of expansion and innovation."
