Travel disruption – such as delays, diversions and cancellations – costs the industry an estimated $35 billion every year. With bad weather, strikes and security issues only just around the corner for thousands of travel providers, dealing with disruption effectively is essential to remaining profitable.

The travel industry has always come under scrutiny, accused of being behind the times when compared with how other industries manage customer experience. With antiquated legacy systems, travel companies have not been able to advance at the rate of those that can afford to invest heavily in technology.

The recent grounding of all 737-9 MAX aircraft has led to cancellations, delays, and frustrated passengers. Airlines will be wondering how to handle this situation whilst delivering good passenger experience. Here's how to do that.

What we all feared has now become a reality as a second spike in COVID-19 cases in Beijing mean flights to and from the city are suspended again. The big question is: Were you ready? And if it hasn’t affected you directly yet, are you prepared for when it does?

Text messages sent from our platform doubled in March 2020 with more than 10 million being sent in just one month. The chaos caused by mass cancellations and constantly changing requirements has left passengers needing proactive, personalised communication more than ever.

MS is a powerful communication channel used by top travel companies to keep passengers informed. Despite predictions of decline, disrupted travelers still rely on timely, proactive updates when they need them most.

While it was probably to be expected, hearing today that British holidaymakers will not be able to travel to the European Union post-Brexit from 1 January 2021 is yet another punch to the gut for European travel companies. Here are a few pointers on what we have found during the toughest year on record:

Back in early 2020 we first wrote about a seamless, digital-first approach becoming the key to driving customer loyalty; overtaking more traditional factors such as monetary rewards. Post-pandemic, this could not be more true.

SMS is a powerful communication channel that best-in-class airlines use to keep passengers informed. Some experts suggested that SMS would lose its efficacy over time, but disrupted travellers continue to depend on the most reliable channel to receive important, timely information. So why use SMS?