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:
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…