You can't say there wasn't a helpdesk. Or rather, to say that it was not developed because of the specifics of our service. Aviasales is a metasearch engine. We do not write tickets; we do not make payments; we do not check-in or change tickets, if necessary. The traveler goes from us to the online travel agency or airline site and buys the ticket there. Despite the relatively simple scheme, it is often us who are approached by users with the following questions: "Can I take a decorative rat on the plane?", "Do I need to get a visa if I will be transiting in London?", "I bought tickets, but they did not come; what should I do?", "The flight was canceled; how can I get my money back?".
For more than 10 years of our company's existence, this has been the helpdesk's goal - to let the user know where and with whom they should solve their questions and problems related to air travel. Only for ticket search and website operation. Everything else - not to us. Only in exceptional cases, we helped to solve the problem with our partner. Now our position is different. The user trusts us, so why should we send him somewhere to help him and solve the problem ourselves? We have extensive experience; we know very well how our market works. One of the global aims of the helpdesk now is to improve travelers' literacy, particularly in questions of air travel. Plus, to help with those problems that may have arisen with a client after buying a partner's ticket.