Stay ahead with operational scalability: Firstsource enhances customer journey for leading UK transatlantic airline Case study Background The client is among the foremost transatlantic airlines in the UK. The airline was launched in 1984 with a goal to bring choice, value and a modern style to transatlantic travel. Since then, they have grown into a long-haul airline carrying over 5 million passengers every year to 30 plus destinations, earning multiple travel industry and marketing awards over the years. The client partnered with Firstsource to support their operations during a critical system cutover project and to provide inbound customer service support. 1Business challenge The client confronted multiple challenges pertaining to NPS scores and SLA. They required support to service the

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