Hamburg, 28th Oct 2019: MYFLYRIGHT, founded in 2016 in Hamburg, Germany, is a growing start-up in the air passenger claims business.
From the beginning, co-founders Igor Maas and Djavad Ali had the aim to level the playing field when it came to the process of claiming, and the goal was to provide air passengers with not only an increase but improved access to justice. Now, with offices in Germany, the Czech Republic and Ukraine, MYFLYRIGHT is focusing on how technology can help push business further, while at the same time improving the claims experience both for customers and employees.
Access to justice
The world of air passenger rights can be complicated and extremely daunting for the average layman. Even once you have figured out the jargon and have a basic idea of what you’re entitled to, the thought of fighting the airline or hiring legal services can seem a hurdle which is not worth even attempting. Many give up, assuming it will be a time-consuming and costly endeavour.
However, MYFLYRIGHT not only makes it easy but affordable. The idea that you can simply go online, input information and receive legal help creates a space for people whatever their background or financial situation to be able to fight for their rights.
By enabling passengers who have had flight issues to do this, the company is providing them with a platform to take control of their own legal situation.
Increased accuracy & efficiency
But, where does the technology come in, and how have things changed since the idea of MYFLYRIGHT was formed a few years ago? In the beginning, the majority of the work was done manually by the claims specialists themselves and in the area of flight irregularities, this means a large amount of data needs to be assessed. Of course, this increases the chance of human error and inconsistencies.
By introducing advanced technologies and automation into the backend system, MYFLYRIGHT has improved efficiency – as an example, the time spent checking a new case has now been decreased by an impressive 85%. This frees up time for their claims specialists to focus on more detailed work and results in increased accuracy overall.
From the customers’ side, they benefit from the convenience of the smart query, which enables autofill and the ability to pick up where they left off, if they exit the form meaning, no irritating double-entering of data and simple uploading of documents. With regular automated case updates, customers are kept informed throughout their case.
Of course, an integral part of MYFLYRIGHT’s business is the legal aid necessary to process each case. Here is where automation is further improving user experience – this time with the lawyer backend system. This allows lawyers working on each case to access relevant documents and flight information, easily and quickly, rather than having to look up this data themselves. To make the process even more streamlined, each legal counsellor can automatically generate all necessary documentation with their insignia, as this has already been entered into the system.
While accuracy and efficiency have certainly progressed since 2016, there’s always more work to be done. The next step is to be able to provide additional legal advice in terms of further legal action as part of the automated process. This will reduce the time spent by claims specialists – who currently do this manually by 50%.
With the advancement of technologies in the legal sphere, companies in the air passenger claims are having to continually adapt improve their systems. This can only have positive effects, which can already be observed in the example of MYFLYRIGHT. From the operational and legal teams to the customers, the entire process is becoming simpler, faster, and more streamlined.