Air China-Companion Club Management and Operations

Background
In order to deal with the burgeoning demand upon quality customer service, Air China launched their FFP (Frequent Flyer Program) 'Companion' in 1994. During over 10 years of development, Air China has always been seeking potential customer interests to enhance customer satisfaction. In this context, close cooperation has been successfully carried out between Air China and arvato since 2002. arvato, with a perfect understanding of airline industry, is always making every effort to fulfill the demanding request of Air China accordingly and has successfully developed a customer interaction center, providing FFP members with one-stop services. As a result, the total amount of Companion members has been increased to around 4 million while it was only hundreds of thousands in 2002. Moreover, Companion customer interaction center and the quality service thereof have always been kept first-class within airline industry.

Solution
arvato has a deep understanding upon Air China's business requirement and corresponding solutions are offered as follows.

Service center operations
      ＞ Handling of inbound and outbound calls, faxes, e-mails, regular mails
      ＞ Separate service hotline for VIP customers
      ＞ Multi-lingual services including mandarin, Japanese, Korean and English
      ＞ Manufacture and delivery Membership cards, commercial letters and magazines
      ＞ Data capturing of new member enrollment
      ＞ Retroactive mileage crediting
      ＞ Award ticket redemption
      ＞ Complaint handling
Consulting
      ＞ Strategy consulting
      ＞ Operations consulting
Quality monitoring system
Support to global ticketing offices directly under Air China




For further information, please contact sales support line: 021 54630606*648 or
email to yong.zhu@bertelsmann.de