Case Study: Association of Professional Flight Attendants (APFA) achieves first-class mobile member service with Quiq messaging

AFPA Provides First Class Member Service with Messaging

The Association of Professional Flight Attendants (APFA), the largest independent flight attendant union in the U.S. representing over 27,000 members, needed a more mobile, consolidated way to serve a workforce that spends much of its time in transit. Before working with Quiq, members primarily contacted APFA by phone and email (over 33,000 calls handled in 2018 across 31 reps, with reps taking 30–50 calls per day) and staff had to switch between live chat, social channels, and internal systems to help members. APFA selected Quiq’s messaging platform to meet members where they are and simplify multi-channel engagement.

Quiq integrated its messaging solution into APFA’s website and unified incoming SMS, chat, social, and other channels on a single desktop, allowing reps to handle all member contacts in the same workflow. APFA trained its distributed reps in a single night and promoted messaging to its 25,000 email subscribers and social followers; members immediately responded with enthusiastic feedback (“OMG I’m so glad I can finally text you”). With Quiq, APFA achieved faster, more convenient member interactions, simplified agent workflows, and rapid adoption across its mobile membership.

Association of Professional Flight Attendants (APFA)

Erik Harris

National Contract Chair