Case Study: Air-Calédonie cuts wait times from 5 hours to 2 minutes (98% reduction) with Qmatic Orchestra

Air-Calédonie Makes Time Fly with Qmatic

Air‑Calédonie, the regional airline serving New Caledonia, faced severe customer experience problems around its annual Continuité Pays Card renewals: only 80 cards could be issued per day, there was no appointment scheduling, and customers sometimes waited up to 5 hours in line. The airline had worked with Qmatic since 2012, originally deploying Qmatic’s Queue Management Solo system, but needed a new solution to eliminate long queues and improve staff workflow.

Qmatic upgraded Air‑Calédonie from Solo to Orchestra (Orchestra 7) and deployed Appointment Booking, Qmatic Message Services for SMS confirmations/reminders, self‑service check‑in and BI reporting. The change enabled multi‑service appointments, streamlined operations and automated reminders; wait time fell from 5 hours to 2 minutes (a 98% reduction), Air‑Calédonie handled 24,000 card appointments in 2019 across three agencies, and BI showed a 71% attendance rate—significantly improving customer and staff satisfaction.

Air-Calédonie

Marion Gentelet

Commercial Director