WiFi Proactive Refunds
My Digital Experience team implemented an automated refund system for inflight WiFi purchases, proactively crediting customers when connectivity quality fell below acceptable thresholds.
The Problem
Customers who purchased inflight WiFi sometimes experienced connectivity issues:
- Intermittent connections due to weather or routing
- Slow speeds during high-usage periods
- Service outages from technical issues
- Manual refund requests required to get money back
Customers had to remember to request refunds after landing, and many simply accepted the poor experience without seeking compensation.
The Solution
We built an automated system that monitors WiFi quality and issues proactive refunds:
How It Works
- System monitors WiFi availability throughout the flight
- Customer automatically receives credit when quality thresholds aren’t met
- Email notification confirms the refund
- No action required from the customer
Technical Implementation
- Real-time connectivity monitoring per session
- Automated threshold detection and refund triggering
- Integration with payment systems for credit processing
- Customer notification system for transparency
Customer Benefits
The proactive approach delivers several advantages:
- No effort required - Refunds happen automatically
- Fair treatment - Every affected customer compensated equally
- Immediate resolution - No waiting for support response
- Trust building - Demonstrates commitment to service quality
Results
The automated refund system improved customer satisfaction:
- 100% of eligible customers receive refunds (vs. small percentage who would request)
- Eliminated refund requests for WiFi quality issues
- Reduced support contacts about connectivity problems
- Improved perception of inflight WiFi value
Business Philosophy
This feature embodies proactive customer service. Rather than waiting for complaints, we monitor quality and make things right automatically. Customers shouldn’t have to work to get fair treatment—if the service didn’t meet standards, they deserve a refund without asking.
Operational Impact
By automating refunds, we reduced manual processing of WiFi complaints while ensuring consistent, fair treatment for all affected customers. The system scales automatically regardless of how many flights experience issues.
Launched proactive WiFi refunds, automatically crediting customers when connectivity quality is insufficient without requiring them to request it.
