Uninterrupted Skies: How the Intelsat Customer Care Team Supports Passengers’ Connectivity Inquiries

When it comes to air travel, delays and cancellations are a source of frustration for passengers. Even the tiniest disruption can send ripples through the entire operation. Amidst the delicate dance, there is one thing that airlines can count on: the unwavering 24/7/365 support of the Intelsat Customer Care team in resolving inflight connectivity (IFC) issues. Learn how the Intelsat Customer Care team works tirelessly to keep passengers connected, so airline personnel can focus on the flight.

A Support Network in the Sky

Seamless connectivity is an expectation of passengers. Intelsat’s Customer Care team is the first line of defense to ensure passengers have the best connectivity experience. For flight crews already juggling myriad responsibilities, connectivity concerns should be the least of their worries. Although crew members have access to our customer care agents, passengers can seamlessly connect and engage with the agents via chat during the flight without crew member assistance.

Agents are adept at swiftly addressing diverse concerns and questions ranging from how to connect during flight to IFC plans or billing to general usage information. Using real-time data like flight and usage information along with past chat experiences the Customer Care team is staffed to ensure passengers can be helped promptly.

Navigating the Assistance Process: Connecting Passengers Onboard

Intelsat customer care agents manage 2700 aircraft and up to 1500 contacts per day. Passengers have multiple avenues to reach our support team. In the air, they can connect with agents effortlessly through chat or email; on the ground, they have the added option of calling an agent. All agents are at least bi-lingual, and several are tri-lingual.

With instant access to information about the flight, tail number, device, user and more, Intelsat agents are always ready to assist with troubleshooting. “Our goal is to achieve the highest level of passenger satisfaction, no matter where in the world they’re flying,” said Jerry Oversen, senior vice president of Operations.

Elevating Services Through Feedback and Innovation

“The key to providing exceptional service isn’t just answering questions and moving on, but also using this information to continuously improve services,” continued Oversen. “Beyond helping passengers, the Customer Care team actively engages in collecting valuable feedback that is shared with their counterparts in engineering, product, and operations. When we notice trend changes, we take the time to deep dive and understand the root cause to implement change and optimize service.”

Connecting the Skies with Seamless Care

As inflight connectivity services continue to expand, Intelsat’s Customer Care team stands out as a beacon of support, ensuring passengers and crew can focus on their journey without disruptions in connectivity. “We strive to provide customers with the best inflight experience every day, on every flight,” said Oversen.

To learn more about exceptional inflight experiences, visit https://www.intelsat.com/commercial-aviation/exceptional-inflight-experiences/.