15below CEO Nicholas Key recently shared his insights and ideas about how to overcome some of mass disruption challenges airlines are facing, and a bit of a road map (or should that be runway?) to help airlines on their journey.
Hasse Joergensen, Senior Manager Passenger Experience at IATA recently wrote an article on Disruption Management as a new industry area. With 20 years of experience in disruption management, we wanted to add some additional insights to highlight how important it is that airlines focus on this area.
After two decades working in travel disruption, you might suspect I’ve seen everything the world can throw at the aviation industry. I’ve certainly been caught up in and helped airlines deal with more than my fair share of incidents. But until last month I’d not seen one of the world’s busiest airports brought to a standstill by a drone.
Since the start of the pandemic, the travel industry has pushed and pushed to get demand back. With things picking up as hoped, airlines are now facing the most challenges at one time that they have ever known. But what can airlines do to take the stress out of irregular operations?
Aegean approached 15below in 2012 to help automate its schedule change handling to relieve this strain and to improve customer service with enhanced communications. But it didn't stop there: For the last eight years, we have worked together closely and developed a fantastic partnership with innovation at the core.
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.
TUI UK realised it needed a complete overhaul of its passenger communications capabilities so it could guarantee best-in-class customer service. The airline adopted a bespoke version of the Flight Status solution from the 15below suite, since then TUI has achieved the following results...
On 10th September 2019, a Swoop aircraft suffered a bird strike and was subsequently grounded in Abbotsford, Canada. By relying on the 15below platform to manage its response, Swoop achieved the following results...