Case Study: Alternative Airlines achieves seamless remote operations and 50% faster issue resolution with Aircall

How Aircall helped Alternative Airlines navigate the ‘new normal’

Alternative Airlines is a UK-based travel booking site founded in 2006 that sells tickets from over 600 airlines. When COVID-19 brought travel to a standstill, the high-growth company faced an unprecedented surge in customer service demand and a sudden shift to remote working that threatened its operations and recovery plans.

Having adopted Aircall’s softphone and VoIP solution just before the pandemic, Alternative Airlines consolidated channels to phone and email and maintained uninterrupted remote service. The platform gave managers real-time visibility and control, reduced admin, and let agents work with only headphones and integrated contacts — cutting resolution time by about 50% and improving customer empathy — while the team prepares a custom integration via Aircall’s Open API to drive further efficiencies.

Alternative Airlines

Shelley Tasker

Operations Manager