CIELO FastLane Customer Service

Abstract

To reduce call center costs, airlines increasingly use digital channels and AI chatbots, but many travelers still prefer human customer service, especially in complex situations. Cielo’s FastLane product addresses this by allowing customers to pay a fee or use loyalty points to skip to the front of the call queue for human assistance, turning call centers into potential profit centers. However, challenges include customer reluctance to pay for priority access and managing fairness when many opt for expedited service simultaneously. If delays persist despite payment, the system’s effectiveness and customer satisfaction may be compromised, undermining its intended benefits.