Download our new airline report - Passengers first: Re-thinking irregular operations

Patricia Simillon

Head of Strategic Marketing, Airlines, Amadeus IT Group

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Major carriers have already spent millions on sophisticated systems to automate their responses to delays and cancellations, but what else can be done?


Irregular operations can have a significant impact on airline costs and can also cause serious damage to an airline’s image and reputation, especially when amplified through social media.

A new research report – Passengers first: Re-thinking irregular operations – commissioned in partnership with PhoCusWright – looks at this pressing issue and explores the true impact of irregular operations with a focus on understanding the traveller’s perspective and providing practical strategies for airlines to better manage customer expectations.

The report addresses 5 key questions for airlines that seek to improve irregular operations management including:

  • Have you considered incorporating a standard service approach to deal with passenger journey disruptions?
  • Would you be able to build a schedule that can accommodate unplanned events?
  • Are you prepared to implement a passenger-centric solution that empowers passengers to choose alternatives most relevant to their needs?
  • How transparent are your communication and compensation practices?
  • Do you have the infrastructure to analyze relationships within social media platforms?

Passengers fist

PhoCusWright combined various research approaches for the report, including interviews with airline executives, academic research experts, government officials and trade associations.

Additionally, we interviewed academics – who frequently provide research for government agencies and consulting advice to major airlines – from the Massachusetts Institute of Technology (MIT) and the Georgia Institute of Technology (Georgia Tech). This qualitative research was augmented by consumer surveys conducted in key markets around the world – Australia, Brazil, China, the US and the UK.

This study delivers a comprehensive view of passenger journey disruptions and provides concrete recommendations for airlines to improve their irregular operations processes.

Download a copy of thePassengers first: Re-thinking irregular operationsreport now.


Traveler Experience, Research