Always-on Passenger Communications
Ensure continuous connectivity with your passengers, even during major IT disruptions.
The CrowdStrike outage of July 2024 and other recent high-profile incidents revealed the critical need for reliable communication during periods of mass-disruption.
Even during system outages, our base notification platform can be used to communicate with your passengers. Combined with our Always-on Passenger Communications solution, which operates as a secure, independent storage of PNR, or your own Offline Data Store, you can keep passengers informed no matter what happens.
This proactive approach maintains passenger confidence, protects your brand’s reputation, and ensures operational continuity.
Introducing 15below's
Always-on Passenger Communications solution
Our new Always-on Passenger Communications solution is your insurance policy against IT and system failures. By securely storing your up-to-date Passenger Name Records (PNR) with us, or using your own Offline Data Store, we will ensure you can maintain communication with your passengers through our notification platform, even when other systems fail.
Book a consultation with one of our experts to find out more
How 15below can help:
- Personal consultation:
Our team will work with you to understand your needs, current processes and ambitions for managing system outages going forward. Together, we’ll tailor the solutions to meet your individual needs. - Secure data storage:
If you don’t have your own Offline Data Store, we can create one for you acting as a fail-safe that you can turn to at any time. If you do have your own, we can leverage that data to help you communicate with your customers via the 15below platform. - Seamless communication:
Upload the data to our notification platform to continue communicating with your passengers, sending automated messages to keep them informed and reassured with personalised, relevant information during acts of disruption. - 24/7 support:
In the event of a system outage, you’ll have direct access to your PNR data and our 24-hour Support Team is available to guide you through the process and answer any questions. - Training with 15below:
If you have our notification platform and an Offline Data Store in place but you’re unsure how you can use the two solutions together to continue communicating with your passengers, we can discuss your training requirements to ensure your team has all the skills and knowledge required to manage IT outages effectively.
When to use this solution
Be prepared for the next IT outage and ensure continuity in your communications with passengers.
Why you need a fail-safe communication system
Without a reliable backup, travel brands face significant operational and reputational risks during system outages. The situation caused by CrowdStrike showed how quickly confusion and frustration can escalate when passengers are left uninformed. It isn't a question of if, but when the next act of disruption will occur.
Combining the 15below Always-on Passenger Communications solution or your own Offline Data Store with the base notification platform removes these risks, allowing you to communicate with your passengers when others can’t, taking pressure off your operations teams and keeping your customers informed and in control.
How it worked for Ryanair
Ryanair was one of the many airlines impacted by the CrowdStrike outage. By using its Offline Data Store, Europe’s largest airline was able to upload a complete database of impacted customers to the 15below notification platform. In doing so, Ryanair maintained seamless communication with its passengers, sharing personalised updates even when its reservation system was inaccessible.
Ryanair was able to communicate with all of its customers as business-as-usual with no new processes or additional resource required. This proactive communication approach kept passengers empowered and informed about their travel plans while also significantly reducing the pressure on its frontline teams, who could focus on urgent operational issues.
Ryanair was 15below’s first customer in 2002. Throughout our partnership, Ryanair has worked with 15below to enhance its customer experience using the 15below platform.
"As the media highlighted, the 19th of July was a difficult day for the whole industry and thousands of passengers around the world. Having a fail-safe process in place was key to Ryanair maintaining our service standards during the outage. Leveraging the 15below technology along with our internal processes, we were able to quickly react and ensure our passengers were kept informed and updated in real time. We’re always very grateful for our partnership with 15below at times like this."
David Wall, Transformation Manager, Ryanair
Request a consultation with a passenger experience expert
Complete this short form to tell us a bit about your company. A member of our team will contact you to arrange a chat to understand your needs and advise on how we can tailor our Always-on Passenger Communications solution and notification platform to safeguard your operations against the next IT failure.
