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Bonza has appointed TSA Group to partner to deliver its customer experience specifically as the airline’s digital support centre.

Australia’s leading customer experience specialists have been welcomed as part of the Bonza team of legends to provide support through the online chat function in the Fly Bonza app. The airline’s digital approach is designed to reinvent the way the aviation industry typically handles customer communication. Bonza says the digital approach has a clear advantage on customers’ ability to self-serve and get support real time and in turn, avoid long hold call times. For those customers with special requirements that need call support there will be a telephone service.

After a competitive pitch, TSA Group was chosen by Bonza thanks to the group’s tourism customer experience expertise, their understanding in communicating with customers in regional Australia and their spirit of partnership to learn together, according to Carly Povey – Chief Commercial Officer at Bonza.

“Since appointing TSA Group, we have been working closely with them on recruiting and training the legends who will play an important role when it comes to delivering for Bonza’s customers. The team who will work with us all share a passion for shaking things up in the aviation sector as we prepare to launch our app first approach,” added Povey.

The Fly Bonza App is where customers will book, manage their booking, check in and purchase food and drink whilst onboard. Whilst the app will be designed to make it easy for customers to amend their flights and receive up-to-the minute information when plans change, such as a flight delay due to bad weather, there will be the option to chat with someone at TSA Group. If travellers have special requirements or need assistance, there will be a team in Melbourne they can speak to on the phone.

“TSA Group and Bonza are aligned when it comes to focusing on technology to deliver a Bonza customer experience,” added Povey, who went on to say the partnership is part of a broader investment into customer communications.

“Our ethos is to communicate with customers how we would like to be communicated to as travellers ourselves. Welcoming TSA Group as part of our team, coupled with in-house customer communication roles and the app functionalities, we hope we will create the new purple standard in customer care,” added Povey.

TSA Group CEO Luke Kenny said the partnership was a perfect fit for the Australian-owned customer experience consultancy.

“We are proud to work together with another pioneering Aussie company that values delivering brilliant customer experiences through market-leading tech.

“With more than two and a half decades of helping some of Australia’s most recognisable brands, using award-winning technology, we are confident we can deliver a Bonza experience.”