Handling and routing passenger feedback automatically

Purpose

1.1. Automatically collect, categorize, prioritize, and assign passenger feedback across multiple channels (email, SMS, web, social, chat) to the right corporate teams for timely response and continuous improvement.
1.2. Ensure every feedback—complaint, praise, suggestion, or inquiry—is acknowledged, routed by urgency or topic (e.g., lost baggage, onboard service, delay), and escalated as per corporate policy.
1.3. Collect analytics for reporting, trend analysis, and strategic passenger experience initiatives.

Trigger Conditions

2.1. New feedback received via standardized feedback form submission.
2.2. Inbound email to designated passenger feedback address.
2.3. Incoming SMS/WhatsApp/Chat containing keywords (e.g., “complaint”, “praise”, “delay”).
2.4. Direct message or mention detected on social media channels.
2.5. Support ticket created in helpdesk platform.

Platform Variants

3.1. Zendesk
• API: Tickets API. Set trigger on new ticket, auto-tag, and assign to queue.
3.2. Salesforce Service Cloud
• Feature: Case auto-assignment rules. Configure service channels and email-to-case routing.
3.3. Microsoft Power Automate
• Connector: Outlook, Forms, Teams. Trigger on feedback email, post to Teams channel, update Excel/SharePoint.
3.4. Google Workspace (Gmail, Sheets)
• API: Gmail API; filter and label feedback, push to Google Sheets via Apps Script.
3.5. HubSpot Service Hub
• Feature: Conversations Inbox, Workflow Automation. Auto-tag and assign feedback to service pipeline stage.
3.6. Twilio
• Feature: SMS webhook, Studio Flow. Route SMS feedback to support numbers or Slack/CRM.
3.7. SendGrid
• Inbound Parse Webhook. Capture feedback emails, forward payload to designated endpoint.
3.8. Freshdesk
• Feature: Dispatch’r automation. Automate ticket creation, tagging, and agent assignment.
3.9. Intercom
• API: Conversation Assignment Rules. Configure auto-response and escalation workflows.
3.10. Slack
• Feature: Incoming Webhooks. Post classified feedback to specific channels; use Workflow Builder for notifications.
3.11. Microsoft Teams
• Connector: Incoming Webhooks; feedback cards to channel; trigger Power Automate flows.
3.12. Facebook Messenger
• API: Webhook for direct message events; send to CRM or support tool.
3.13. WhatsApp Business API
• Webhook on new inbound; map to feedback type and forward.
3.14. Google Forms
• Response Trigger via Apps Script; send new responses to issue management system.
3.15. ServiceNow
• Feature: Inbound Email Action. Automate incident or feedback record creation.
3.16. Jira Service Management
• Feature: Email request types. Auto-categorize and create service requests.
3.17. SurveyMonkey
• API: Webhook for completed survey. Send data to analytics/response pipeline.
3.18. Typeform
• Integration: Response Webhook. Route form submission data to backend or support queue.
3.19. Mailgun
• Feature: Routes. Parse inbound feedback emails and POST results to endpoint.
3.20. Zapier
• Feature: Multi-step Zaps; connect forms, email, chat to CRM/support tools for feedback routing.

Benefits

4.1. Rapid, uninterrupted collection and routing of feedback from all channels.
4.2. Drastically reduces manual intervention and increases response speed.
4.3. Accurate categorization and assignment ensure subject-matter experts address relevant feedback.
4.4. Ensures no passenger feedback is lost or mishandled.
4.5. Enables automated analytics and reporting for continuous service improvement.