Major carriers have already spent millions on sophisticated systems to automate their responses to delays and cancellations, but what else can be done?
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?
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 the Passengers first: Re-thinking irregular operations report now.