Assistance Digital Support Coordinator

Main Purpose of Job

The SmartDelay function at Collinson aims to enhance the travel experience by providing immediate, tangible benefits to travellers facing delays, thereby improving customer satisfaction and loyalty. The role will also support the operations team by answering all front line calls and being able to direct theses calls accordingly and also deal with any administrative functions required by the operations department.

Main Responsibilities

· Assist customers in accessing airport lounges or other services during delays

· Answer inquiries about eligibility, lounge locations, and service availability.

· Provide empathetic, efficient support during stressful travel disruptions.

· Monitor real-time flight data to confirm delay eligibility.