Research report

Passenger First

Amadeus IT Group

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Passengers first: re-thinking irregular operations', a new PhoCusWright report commissioned by Amadeus takes a detailed look at the full impact delays and cancellations can have on a passenger’s journey.

5 tips to better manage irregular operations.

Delays and cancellations frustrate passengers. How you deal with journey disruptions will make or break that customer relationship. In today’s highly competitive environment, no airline can afford to be complacent. No airline can run the risk of losing passengers.

And with the proliferation of social media sites, passengers can instantly share opinions and journey experiences with friends, family and beyond. Any negative sentiment is immediately amplified with the resulting impact on the carrier’s brand and future revenue.

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Traveler Experience, Research