--- title: Overcoming an airline's winter storm crisis | Working Solutions description: A national airline experienced a system-wide operational failure due to complications from a crippling winter storm and a scheduling software breakdown. image: https://info.workingsolutions.com/hubfs/Traveler%20in%20busy%20airport.png --- [![working\_solutions\_30th-02\_B2Brevision](https://info.workingsolutions.com/hubfs/working_solutions_30th-02_B2Brevision.svg "working_solutions_30th-02_B2Brevision")](https://workingsolutions.com) [![working\_solutions\_logotype](https://info.workingsolutions.com/hubfs/working_solutions_logotype.svg "working_solutions_logotype")](https://workingsolutions.com) Airline Travel Case Study # Large-Scale Productivity and Pinpoint Accuracy Resolve Historic CX Backlog How our on demand BPO solutions enabled a major airline to manage a customer-service crisis over the **busiest holiday weekend** of the year. ## Dive Into this Customer Success Story This webinar reveals the strategies and tools we leveraged to help our travel partner restore customer trust and operational excellence.    ## Airline Case Study Results 900+ ### Agents Onboarded Recruited, onboarded, and educated more than 900 agents in only a few days. 250,000+ ### Support Cases Closed Working Solutions agents closed 250,000+ open customer support cases in record-breaking time. 95% + ### Accuracy Rate More than 95% of closed customer support tickets were solved accurately. ![support tickets](https://info.workingsolutions.com/hubfs/support%20tickets.svg) ### The Problem: Airline Customer Service Crisis ### Huge Backlog of Customer Support Tickets   A national airline needed immediate CX help. In late December 2022, a national airline experienced a **system-wide operational failure** due to complications from a crippling winter storm and a scheduling software breakdown. The severe weather, combined with the system outage, **stranded** **millions of holiday travelers** across the country. In the aftermath, **200,000+ customer support tickets** needed to be resolved fast. As it happens, the client and **[Working Solutions](https://workingsolutions.com/)** are located within a few miles of each other. And as a good corporate neighbor, **we stepped in** to provide relief and support during this difficult time. ### The Solution: On-Demand Customer Service ### On-demand, Outsourced Airline Customer Service **In nine days**, [we recruited and onboarded 900+ agents to assist the transportation client.](https://workingsolutions.com/why-outsource-your-contact-center/) Educational materials were streamlined as agents underwent an expedited, virtual-classroom program tailored to the client's needs to handle the customer backlog. Their **quick-turn performance** exceeded the client's expectations for efficiency and engagement. The anticipated case completion rate was projected at 10 an hour. [Working Solutions](https://workingsolutions.com/), however, **increased it by 50% —**delivering, on average, **15 closed cases every 60 minutes**. And we did it with an **accuracy rate of more than 95%** to boot. Within a compressed five-day window, **agents closed 200,000+ open customer support cases**. Given that success rate, the client then asked for help with escalated cases and duplicates. As problems persisted, resources were ramped up and down, scaling as needed. More agents were added or reassigned to trouble spots. Continuing education for ongoing issues was implemented. The result: responsive resolutions for customers and the client. ### About Working Solutions We are a recognized industry leader providing **onshore, on-demand, fast-flex**customer service solutions. Our remote workforces deliver **outstanding CX more efficiently** than an employee model while maintaining a **seamless brand experience**. With 27 years of sales and service expertise across diverse industries, we are your proven partner to **retain, grow, and generate** new business. With best-practice expertise, Working Solutions delivers superior CX for travel and transportation clients in a crisis—and for every business day. [**Explore CX Solutions →**](https://workingsolutions.com/) ### Start Your Success Story We can help you retain, grow, and generate new customers while better-managing service volumes. [**Speak to an expert →**](https://info.workingsolutions.com/discover-the-difference) ### The Impact: Setting Standards in Customer Service Crisis Management for Airlines ### Setting New Standards for Airline CX Ourincrease in efficiency and accuracy enabled the national airline to plow through the large-scale backlog of customer support requests and **drastically improve experiences**. The success in completing 100,000s of cases in record time sets a **new industry standard** and speaks volumes about our commitment to **delivering quality CX**. [Explore CX Solutions →](https://workingsolutions.com/) ![cx\_award](https://info.workingsolutions.com/hubfs/cx_award.svg) ## Stand-By CX At Working Solutions, our clients could need our support at any moment for any situation. Whether it’s a **short-term CX commitment** or a long-term partnership, we are always standing by – so you can take flight whenever, wherever you need us. Related Case Study ### TBA Examinee Case Study Related Case Study ### TBA Hy-Vee Case Study ## Related Resources [Top 11 Reasons Travel Companies Benefit from Outsourcing Customer Care](https://workingsolutions.com/why-travel-companies-outsource-customer-care/) Travel & Hospitality ## Top 11 Reasons Travel Companies Benefit from Outsourcing Customer Care [Read More](https://workingsolutions.com/why-travel-companies-outsource-customer-care/) [4 Tips to Improve Customer Service in Travel and Tourism](https://workingsolutions.com/better-call-center-experience/) Travel and Hospitality ## 4 Tips to Improve Customer Service in Travel and Tourism [Read More](https://workingsolutions.com/better-call-center-experience/) [The Most Common Travel Agent Customer Issues](https://workingsolutions.com/the-most-common-travel-agent-customer-issues/) Travel and Hospitality ## The Most Common Travel Agent Customer Issues [Read More](https://workingsolutions.com/the-most-common-travel-agent-customer-issues/) [What is a BPO and How Can It Improve Your Customer Experience?](https://workingsolutions.com/what-is-a-bpo-and-how-can-it-improve-your-customer-experience/) Customer Service Outsourcing ## What is a BPO and How Can It Improve Your Customer Experience? [Read More](https://workingsolutions.com/what-is-a-bpo-and-how-can-it-improve-your-customer-experience/) ## Discover the Difference ##### Site Links - [Remote Work Opportunities](https://jobs.workingsolutions.com/) - [Contact Us](https://workingsolutions.com/contact/) - [Public Resources](https://workingsolutions.com/resources/) - [Trust and Security](https://workingsolutions.com/solutions/trust-and-safety/) ##### Legal - [Accessibility](https://workingsolutions.com/accessibility-statement/) - [Privacy Policy](https://workingsolutions.com/privacy/) ##### Company - [About](https://workingsolutions.com/about-us/) - [Blog](https://workingsolutions.com/blog/) - [Corporate Careers](https://workingsolutions.com/careers/) - [Newsroom](https://workingsolutions.com/newsroom/) ##### Who We Are Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand. 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