Removing human error with automation

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Removing human error with automation

To err is human: human error has always been a fact of life that we cannot avoid. But airlines can mitigate it - and the inevitable loss of revenue that occurs as a result.

We’ve all been there: we’ve received an email from a business that’s quickly followed up with an “oops, we made a mistake!” communication. In most cases, there’s no harm done. But when it comes to travel, “oops” has far greater consequences than the retail-industry equivalent. When it means missed business meetings, weddings, and hard-earned holidays, customers are understandably less forgiving. The result is wider reaching than you may think – with an airline carrying 10 million passengers facing losses of $5.1m every year as a result of negative reviews.

So what’s the answer for airlines when they need to communicate with thousands of people at the same time – often at short notice?

For the last 19 years, we have worked with more than 50 of the world’s busiest airlines - like SWISS, Ryanair, and Cathay Pacific - to help them deal effectively with IROPS whilst managing the reputation of their brand.

When used correctly, automation works seamlessly:

In many instances though – for example, during acts of unplanned disruption where there is no “trigger” to send automated communications – some manual intervention is required. If an airline is anticipating bad weather in a few days’ time that is likely to impact a significant number of flights, for example, we recommend that our partner airlines follow three key steps that help to avoid human error:

  1. Set up the platform so that only certain people have “send” access. This means anyone with a lack of information or technical understanding is unable to make the final decision.
  2. Ensure the majority of the notification is pre-approved by relevant departments (such as the legal team) and these elements are locked to ensure only minimal information can be altered.
  3. Take advantage of the detailed filters which will mean communications are only sent to relevant passengers.

Finding the balance between automation and manual intervention can be a tricky process. That’s why travel companies that are part of the 15below community enjoy not only the advanced technology that we provide, but also the wealth of knowledge that we have gathered over nearly 20 years of helping travel companies around the world keep their passengers informed and empowered.

In 2018 alone, our fantastic support team was on hand for our customers and…

  • Resolved 4,507 tickets
  • Answered 10,744 customer emails
  • Implemented 756 change requests
  • Actioned alerts from 2,964 monitors across two data centres
  • Handled 1,318 on-call alerts
  • Supported the sending of over half a billion notifications
If you would like to find out more about limiting human error with automation, download our Guide to Automation, or get in touch with a member of our team for more information.

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