Respond to your customer reviews

SkyChat
 
SKYCHAT lets airlines and airports respond to customer reviews, and provides a unique opportunity to answer airline or airport user reviews, be they positive or negative. It is a platform for your airline or airport to demonstrate to former, existing and prospective customers that you are an organisation both interested in, and having a proactive attitude to customer feedback.

The way that an airline or airport responds to a review can be more important than the review itself, and the responses can help to build customers’ trust. A prime reason for responding to comments, whether negative or positive, is that “potential” customers are reading them. Although many users will not submit reviews themselves, they will read others comments, and they will pay close attention to how the airline or airport responds.

SKYCHAT is not just for an airline or airport to reply to negative reviews, but allows you to thank customers who have spent their time leaving you a glowing review. Your replies contribute to the airline or airport social media reputation, building a friendly and engaged impression of your organisation, and letting everyone know that you are a business committed to exceptional customer service.

HOW DOES IT WORK?

Once your airline or airport has registered with us to use the SKYYCHAT service, we allocate a User name and Password to your appointed representative, and they are able to log in and add replies to relevant user reviews for your airline or airport.

HOW DO WE REGISTER?

Please contact us through our Feedback Page, stating your airline or airport name, your name, position and email contact. We will contact you to set up the User Name and Password details for your appointed representative to log in and start responding to user reviews.

HOW DO YOU POST A REPLY?

Once your Representative is logged in, they will be able to read and post a response to any of your user reviews. Below each review is a Post a Response box, where the airline or airport reply and comments can be entered. Replies can be posted for the most recent reviews of your airline or airport. Earlier or archived reviews cannot be responded to and these will not display a Post a Response box.

WHERE DOES YOUR REPLY APPEAR?

Your SKYCHAT comment appears directly below the review that you’ve commented on.

WHEN DOES YOUR REPLY APPEAR?

Your reply does not appear online immediately, but is submitted to our Editorial office, who check before pushing it live. Airline and airport responses are normally applied within 6-12 hours of the reply post. We do not expect to edit or change the content of your but for website security purposes, we need to check all responses before pushing it live.

WHAT IF YOU BELIEVE A CUSTOMER REVIEW IS FALSE?

If your Representative believes a review posted for your airline or airport is false, they must contact Skytrax with the relevant information (review date, user name etc). On receipt of this, we will investigate the review, and if we agree it may be false, the review can be deleted. The majority of reviews on our website are now Verified by users, who provide a copy of their e-ticket, booking or boarding pass before we publish their comments. This is not guaranteed for all reviews, and despite our processes to authenticate all reviews before publication, we are aware that a 100% guarantee of authenticity cannot be provided. We appreciate some users wish to protect their personal identity across the internet, and if they have Verified their review, we offer the option to have a “screen name” applied to their review.

GETTING STARTED

Use our Feedback Page, stating your airline or airport name, your name, position and email contact. We will contact you to set up User Name and Password details to log in and enable your Representative to start responding to user reviews.



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