In April 2025, Paris-Orly Airport experienced a critical air traffic control system failure leading to around 40% of flights being cancelled. The disruption caused widespread delays and left thousands of passengers looking for answers. While the technical fault was at the heart of the issue, the broader consequences showed just how vital timely, personalised communication is during moments of crisis.

The disruption itself is only part of the problem. The real damage is caused during and after the event by the airline's response (or lack of one!). When passengers are left without timely, clear, and empathetic updates, frustration quickly grows into lasting distrust. In fact, some research shows that more than half of customers who have a bad experience with an airline go on to reduce or stop spending with them altogether. Worse still, poor communication can heighten operational pressure and even lead to regulatory consequences.

 

For instance, in December 2022, Southwest Airlines was fined $140 million by the U.S. Department of Transportation following a holiday travel meltdown that saw nearly 17,000 flights cancelled and more than 2 million passengers affected. The airline was criticised for failing to provide timely updates, rebooking options, or compensation, highlighting just how costly poor communication can be during a crisis.
 

One frustrated passenger took to X (formerly Twitter) to share:

“My 19:45 flight to Orly from Dublin was cancelled. It’s been almost two hours, and still no email that informs me of a cancellation. It’s ridiculous to have to find out right as I walk into the airport.” 

IROPS are becoming business as usual

Paris-Orly is just one example in a growing list of major disruptions to airline operations. In recent months, a power outage across Spain and Portugal grounded flights across Europe, while a separate power outage at Heathrow caused widespread delays and cancellations around the globe. The infamous CrowdStrike outage which grounded flights around the world is another reminder of how fragile airline systems can be, and how fast a simple tech failure can spiral into a full-blown customer experience crisis.

Most recently, the FAA announced temporary flight cuts at Newark Airport to ease congestion caused by equipment outages, runway construction and staffing shortages. For airlines, it’s clearer than ever that resilient communication strategies are essential to keep passengers informed, even when core systems go offline.

The 15below IROPS Dashboard

At 15below, we understand this need. Our latest update to the 15below IROPS Dashboard was designed specifically with large-scale outages like those listed above in mind. When air traffic control systems fail, critical technology breaks down, or a large-scale disruption like a natural disaster strikes, airlines need tools that allow quick identification of affected flights and passengers, then enable rapid, hyper-personalised messaging across multiple channels to ensure every customer is empowered with the latest information.
 

The updated dashboard provides operations and customer experience teams with:

• A brand-new user interface built for usability, allowing operations teams to navigate the dashboard, access critical information, and manage disruptions more efficiently than ever.
• New Flight Classification Management that gives airlines greater operational control, allowing teams to apply business rules for different needs including brands and sub-brands.
• A streamlined implementation process, supported by our in-house experts, gets airlines live with the IROPS Dashboard in just a few weeks.
• Enhanced passenger notification workflows which offer greater automation, organisation, and personalisation, ensuring customers stay informed in real time across every channel.

These capabilities don’t just help airlines manage a crisis better, they help preserve passenger trust and loyalty for the long-term when it matters most.

Earning passenger trust during disruption

The Paris-Orly disruption is far from unique, and it’s clearer than ever that the future of the airline industry depends on more than just technical resilience. It’s about rethinking the operational response, placing the passenger at the heart of every decision, and using timely, personalised messaging to guide them through disruption. In doing so, airlines have the opportunity not just to manage a crisis, but to build lasting brand loyalty at a time when trust is easily lost.

Book a demo today and discover how the IROPS Dashboard can transform your operations and help you keep passengers informed when it matters most.