Case Study: Major Airline Company achieves 10x faster claims resolution with Swiss Post Solutions

Major Airline Company - Customer Case Study

Major Airline Company partnered with Swiss Post Solutions (SPS) to improve customer relations and claims handling in an increasingly competitive air travel market. The airline was struggling with a decentralized process for managing written claims and complaints across multiple channels, which created long processing times and strained internal resources.

Swiss Post Solutions implemented a multilingual, outsourced claims management service that centralized and digitized incoming paper, email, and fax claims on a global platform. The solution reduced average resolution time from 30 days to just 3 days, enabled processing of up to 1,000 claims per day during peak periods, cut cost per claim by an estimated 50%, and helped the airline better meet IATA response requirements.