Poor Wi-Fi: Problems and How Phone Bots Can Help

The Problem: Onboard Wi-Fi is an increasingly expected service, but when it’s slow or unavailable, passengers become frustrated. Poor connectivity impacts productivity for business travelers and entertainment for leisure passengers.

Common Customer Complaints:

• Inconsistent or unreliable Wi-Fi connections during flights.

• Lack of clarity about why the service is not working.

• Difficulty requesting refunds for paid Wi-Fi services.

How Phone Bots Can Solve This Problem:

1. In-Flight Assistance:

   • Passengers can contact a phone bot through an airline’s app or phone number to troubleshoot Wi-Fi issues.

   • Bots provide step-by-step instructions to reset the connection or check compatibility with the passenger’s device.

2. Technical Support:

   • Automate responses to common technical issues, such as login errors or device incompatibility.

   • Escalate unresolved cases to a live agent or technical team.

3. Refund Processing:

   • Bots handle refund requests for paid Wi-Fi services that did not work as expected.

   • Provide updates on refund status and policies.

4. Proactive Feedback Collection:

   • Bots can collect feedback from passengers about Wi-Fi performance and share insights with the airline’s technical team.

   • Use data to improve future onboard connectivity services.