Aviation's Highs and Lows

How to handle demand surges without overstaffing, service disruptions, or missed revenue opportunities?

Holidays, school breaks, and major events create predictable demand spikes in airline customer support. These peaks boost revenue but strain support teams with soaring volumes and tight response times.

In this whitepaper, we unpack the impact of seasonal surges and share how top airlines stay prepared. With insights from CX leaders, we outline proven ways to keep support teams flexible, scalable, and cost-effective.

What’s inside

This whitepaper combines industry insights, expert commentary, and hands-on experience:

• Seasonal peaks are predictable, but still disruptive
  Airlines know when demand will spike. Yet many still face last-minute staffing chaos. We explore what’s going wrong and how to fix it.
• Smart ways to stay ahead
  A flexible support strategy that avoids the extremes of over- and under-staffing.
• How we approach seasonal peaks
  We design airline support operations to absorb seasonal fluctuations without the usual trade-offs.
• Case study
  How we maintained an 85% average utilization rate across all seasons without sacrificing quality or driving up costs.

Who it is for

“Aviation’s Highs and Lows” is a practical resource for:

• CX and customer service leaders in aviation
• Operations and planning managers handling workforce strategy
• Airline executives exploring outsourcing partnerships
• Anyone navigating the balance between service quality and operational cost