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There are many reasons why flight delays or cancellations occur, sometimes beyond the control of the airline - however passengers tend to get frustrated with the airline and expect them to provide a solution. With the proliferation of social media platforms, this passenger frustration can be spread worldwide virtually instantly. In irregular operations, airlines consider the direct costs incurred, but the indirect cost of loss of loyalty and reputation cannot be dismissed.
In the webinar, I will discuss with Stephan Copart, Head of Strategy and StB at IATA, how airlines can improve irregular operations management. We will look at how to:
Register now to join the webinar on Thursday, October 10th – 11:00 AM ET / 16:00 PM GMT.
Before the webinar, why not watch our shortvideo on this topic? To the point and straightforward, this thought-provoking video will take you through the different processes that could be implemented to improve the information flow and ultimately the passenger's options, turning a bad journey experience into a good one. Watch thevideo here !
We recently released areport on this topic written by Norm Rose of travel industry research authority PhoCusWright, looking at the impact of passenger journey disruptions from the point of view of both passengers and airlines. You can download ithere and find out what practical strategies are recommended for airlines to better manage customer expectations.