Black swan events may be unprecedented and entirely unpredictable by nature, but history tells us they are also inevitable. As airlines across the world navigate their way through the coronavirus crisis, we take a look back at the last black swan event to hit the aviation industry: the Icelandic ash cloud of 2010.

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.

As its passenger and fleet numbers grew and operations became more complex, SWISS knew it needed to further advance and align its digital services and internal strategies to maintain the high-quality, individual customer care it aims to provide as Switzerland’s national airline. This case study illustrates some of the solutions...

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?

Get the most out of all available channels to ensure your messages reach your passengers. Watch our recent webinar to learn about the latest guidance and best practices to navigate the complexities of email design and deliverability.

In this article, Jerry Angrave (Founder and Managing Director of empathyce) lends his expertise to the customer feedback process for airlines; highlighting the opportunities presented by sites like TripAdvisor and Skyscanner, and why now is the time to get the customer experience right.

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:

With the US re-opening its borders on the 8th November, the Centers for Disease Control and Prevention (CDC) has updated its recent orders again. There is a lot to think about, and with the orders changing, here are four reasons why digitising and automating is the way forward.

Discover strategies to master operational email deliverability for airlines and travel companies. Explore technical and non-technical challenges and learn practical solutions to ensure passengers receive critical operational updates seamlessly.

With digitally savvy consumers that expect convenience at the touch of a button, businesses are shifting away from single to multi-use apps. So, what do these super-apps mean for travel companies and how can they keep up with this growing trend?