Airlines are expected to deal with disruption better than ever before.

Advances in technology and changes in consumer behaviour mean a fast response to delays, cancellations and diversions is now the norm. Airlines that fail to deliver the right service when things go wrong could suffer from a damaged reputation, loss of customer loyalty and liability for large compensation payouts. 

Our new infographic - The cost of disruption - explores exactly how much revenue an airline carrying eight million contactable passengers each year stands to lose through negative Facebook reviews alone.